Department: Scheduling
Reports To: Scheduling Manager
Supervises: Not Applicable
Overtime Status: Non-exempt
Job Summary: This is position is responsible for making patient appointments following medical practice procedures. Tasks may be integrated into another position, e.g., receptionist/registration clerk or medical assistant.
Primary Job Responsibilities:
- Schedules appointments for patients either by phone when they call in or in person after an office visit. If medical practice offers after-hours/one-day appointments, schedules these appointments following urgent/emergency protocols as in the case of a sick child, which may mean scheduling the patient with a physician or nurse practitioner other than their primary physician.
- Uses manual/computerized system to match physician/clinician availability with patient’s preferences in terms of date and time.
- Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Provides daily schedules to physicians/clinicians or medical assistants prior to each day’s visits. Also provides copies for the receptionist/registration clerk and others as needed.
- Ensures that updates (e.g., cancellations or additions) are input daily into master schedule.
- Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling. Consults with scheduling manager about any system problems.
- Uses customer service principles and techniques to deal with patients calmly and pleasantly.
- Maintains confidentiality of protected health information.
- Performs other duties as assigned.
Education: High school diploma or GED; associate’s degree preferred.
Experience: Minimum one year of experience in an appointment scheduling position or customer service position, preferably in a medical practice setting. Word processing and computer experience.
Performance Requirements:
Knowledge:
- Knowledge of medical practice protocols related to scheduling appointments.
- Knowledge of manual/computerized scheduling systems.
- Knowledge of customer service principles and techniques.
- Knowledge of medical terminology.
Skills:
- Skill in communicating effectively with physicians/clinicians about scheduling preferences.
- Skill in maintaining master appointment schedule via manual or computerized means.
- Skill in producing reports about appointment patterns as needed.
Abilities:
- Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
- Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
- Ability to analyze situations and respond appropriately.
- Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.
Equipment Operated: Standard office equipment with emphasis on telephone and computer hardware/software.
Work Environment: Medical office or reception area. Limited exposure to communicable diseases and other conditions related to clinic setting. Work may be stressful due to a busy office.
Mental/Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with an Appointment Scheduler that mostly sedentary with some standing, walking, reaching. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress occurs from handling many calls and dealing with patient requests.
