XTN-F2CD301 | PATIENT APPOINTMENT SCHEDULER:CONCIERGE/CLIN QUEUE

The Patient Appointment Scheduler serves as a key point of contact for patients seeking care within the clinic. This role is responsible for coordinating patient appointments, managing inbound and outbound scheduling communications, and ensuring patients are connected with the appropriate provider and level of care in a timely manner.

The ideal candidate possesses strong clinical acumen, exceptional communication skills, and the ability to navigate complex scheduling needs while delivering an outstanding patient experience. This individual must be comfortable interacting with patients, clinical staff, and external partners in a fast-paced healthcare environment.

Annual incentive plan, HMO coverage upon hiring including 2 dependents

• Coordinate and schedule patient appointments across clinic specialties, providers, and locations.
• Answer inbound calls and assist patients with scheduling, rescheduling, cancellations, and general appointment inquiries.
• Conduct outbound patient outreach for appointment reminders, follow-up scheduling, waitlist opportunities, and care coordination needs.
• Review patient information to appropriately match patients with the correct provider, appointment type, and level of care based on clinical protocols and scheduling guidelines.
• Escalate urgent or clinically concerning patient situations to nursing or clinical staff when appropriate.
• Accurately enter and maintain patient demographic, insurance, and scheduling information within the electronic medical record (EMR) system.
• Verify insurance participation and communicate scheduling requirements, referral needs, or authorization requirements to patients.
• Communicate professionally and compassionately with patients, providers, clinical teams, and external offices.
• Document scheduling activities and patient communications thoroughly within the EMR.
• Support organizational goals related to patient access, patient satisfaction, call responsiveness, and operational efficiency.
• Maintain compliance with HIPAA and organizational confidentiality standards.

Education

• Bachelor's degree in healthcare administration, business, nursing support, or related field preferred.

Experience

• Minimum of 2 years of experience in healthcare scheduling, patient access, medical office operations, or clinical coordination required.
• Experience working in a physician practice, specialty clinic, hospital outpatient setting, or call center preferred.
• Experience using EMR/practice management systems such as Epic, Athenahealth, or similar platforms preferred.

Knowledge, Skills & Abilities

• Strong clinical acumen with the ability to understand medical terminology, appointment urgency, and appropriate patient routing.
• Exceptional verbal and written communication skills with a patient-centered approach.
• Ability to manage high call volumes and multitask effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to exercise sound judgment and professionalism when handling sensitive patient situations.
• Proficiency with EMR systems, scheduling software, and Microsoft Office applications.
• Ability to work collaboratively with providers, nursing staff, and administrative teams.
• Strong problem-solving skills and adaptability in a dynamic healthcare environment.

Physical & Work Environment Requirements

• Prolonged periods of sitting and computer use.
• Frequent telephone and electronic communication with patients and staff.

Preferred Traits for Success

• Compassionate and patient-focused demeanor.
• Calm and professional communication style under pressure.
• Strong sense of accountability and follow-through.
• Team-oriented mindset with a commitment to excellent patient service.
• Ability to build trust and confidence with patients through clear and empathetic communication.