Job Title: Appointment Coordinator

Reports To: Director of Patient Access

GENERAL SUMMARY OF DUTIES:

This team-oriented position is responsible for answering incoming calls; scheduling, rescheduling and canceling patient appointments; directing calls to the proper locations; processing incoming electronic referrals; various operator and administrative duties as assigned. Must be professional, compassionate, detail-oriented, have exceptional phone skills, strong communication and customer service skills and be able to handle a very fast-paced environment.

Essential Job Functions:

• Promptly answer the telephone using positive and clear communication

• Register patient; obtain and enter accurate demographic information into computer system (address, telephone number, name of insurance and verification of health insurance)
• Work closely with billing team for insurance eligibility, and insurance referral requirements
• Schedule appointment – triage patient problem and schedule with appropriate UOI physician
• Review appointment date, time, location, and provider name with caller
• Prepare patient for appointment-what to bring, location, etc. (including insurance card, medications, office visit fee, parking, etc.)
• Remind caller of cancellation/no-show policy
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Efficient use of Athena EMR for appointment scheduling as well as sending messages to providers and coworkers
• Collaborate and develop strong professional relationships with the Administrative Assistant team members
• Additional duties as assigned by the Manager to meet department needs

Requirements:

• High school graduate with demonstrated maturity to deal with confidential information
• Must be able to work the hours needed in the Patient Access Center department, including occasional Saturday hours.
• Ability to communicate effectively on the telephone
• Ability to handle a "call center" environment: work quickly and multi-task
• Ability to handle confidential and sensitive information
• Ability to exercise good telephone manners to handle calls appropriately
• Ability to demonstrate compassion and sensitivity to caller
• Ability to demonstrate good customer service
• Ability to work in a team-oriented environment
• Very familiar with computer functions and Microsoft programs
• Ability to type quickly and accurately while speaking on the phone
• Pertinent job-related experience such as medical office receptionists and medical assistants with familiarity to medical terminology, but willing to train a strong candidate
• Professional, pleasant, cheerful, and neat appearance required
• Ethical and positive work principles
• Ability to speak Spanish and/or Portuguese a plus
• Must be able to travel to all sites if/when necessary.