XTN-FDC1650 | PATIENT APPOINTMENT SCHEDULER:REFERRAL COORDINATOR

The Patient Appointment Scheduler role serves as the first point of contact for patients referred to the practice by outside providers, employers, urgent care centers, hospitals, athletic trainers, and other referral sources. This role is responsible for accurately entering referral information into the electronic medical record (EMR), initiating patient outreach through automated text messaging and phone communication, and coordinating timely appointment scheduling for orthopedic care.

The ideal candidate is highly organized, customer-service oriented, and comfortable managing a high-volume inbound referral and call environment while ensuring an exceptional patient experience.

Annual incentive plan, HMO coverage upon hire including 2 dependents, 20 days leave credits with 5 unused credits convertible to cash.

• Receive and process inbound orthopedic referrals from external referral sources via fax, EMR, email, portal, or phone.
• Accurately enter patient demographic, insurance, and referral information into the EMR/practice management system.
• Review referrals for completeness and route urgent or clinically sensitive referrals appropriately.
• Generate and manage patient outreach communications, including text message scheduling invitations and follow-up contact attempts.
• Field inbound calls from referred patients and coordinate appointment scheduling with the appropriate orthopedic provider, specialty, or location.
• Verify insurance participation and obtain necessary referral or authorization information when applicable.
• Coordinate with physician offices, case managers, employers, and other referral partners regarding appointment status and scheduling needs.
• Maintain referral work queues and scheduling dashboards to ensure timely patient access and follow-up.
• Document all patient and referral source communications accurately within the EMR.
• Escalate urgent scheduling concerns, delays in care, or patient complaints to leadership as needed.
• Support organizational goals related to access, patient satisfaction, and referral conversion rates.
• Maintain confidentiality and compliance with HIPAA and organizational policies.

Education

• Associate degree in healthcare administration, business, or related field preferred.

Experience

• Minimum of 1–2 years of experience in healthcare scheduling, patient access, call center operations, or medical office coordination required.
• Experience working with referrals, insurance verification, or orthopedic scheduling preferred.
• Experience using EMR/practice management systems such as Epic, Athenahealth, or similar platforms preferred.

Knowledge, Skills & Abilities

• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent attention to detail and data entry accuracy.
• Comfortable handling high call volumes and patient outreach activities.
• Ability to work collaboratively with providers, clinical staff, and external referral partners.
• Knowledge of medical terminology and orthopedic specialties preferred.
• Proficiency with Microsoft Office and healthcare technology systems.

Physical & Work Environment Requirements

• Prolonged periods of sitting and computer use.
• Ability to communicate effectively by phone and electronic messaging platforms.
• May require occasional evening or weekend coverage based on operational needs.

Preferred Traits for Success

• Positive and professional demeanor.
• Strong sense of urgency and follow-through.
• Compassionate approach to patient interactions.
• Ability to remain calm and organized under pressure.
• Team-oriented mindset with a focus on patient access and service excellence.