!!PLEASE READ!!
This position requires a HIPAA-compliant remote workspace that is secure, private, and free from distractions and background noise. Employees must ensure that all work is performed in a setting that protects confidential and personal health information in accordance with HIPAA and company privacy standards.
MUST RESIDE IN THE FOLLOWING STATES TO BE CONSIDERED FOR EMPLOYMENT:
NY, PA, NC, FL, TN, ME, CO, OH, SC, CT
About ptSource
At ptSource, we are transforming the way patients and providers connect. As a medical-only patient engagement solution, we partner with medical offices, specialty practices, and hospitals to ensure patients have access to seamless, reliable support—24 hours a day, 365 days a year. Our innovative platform is designed to enhance the patient experience by making communication with healthcare providers easier, faster, and more accessible. By delivering greater convenience, we help reduce costs and boost revenue for our clients—increasing appointments and referrals while lowering no-show rates, call volumes, and call abandon rates.
When healthcare teams' partner with ptSource, they gain back valuable time and resources to do what they do best: deliver exceptional care and improve patient health outcomes. We are also committed to excellence in compliance. Our solutions support medical practices in meeting strict regulatory standards, including HIPAA, FQHC requirements, and accrediting body guidelines, ensuring every interaction is secure, professional, and aligned with industry best practices.
Position Summary:
The Appointment Scheduling Specialist is responsible for managing appointment scheduling and related communications for multiple client organizations. This role serves as a primary point of contact for patients, customers, providers, and client staff, ensuring appointments are scheduled accurately while delivering excellent customer service. The specialist works across multiple scheduling platforms, follows client-specific protocols, and manages competing priorities in a fast-paced call center environment.
Essential Duties and Responsibilities:
Essential functions of this position include, but are not limited to, the following:
- Answer inbound calls, texts, chats, and other communications for multiple client accounts.
- Schedule, reschedule, confirm, and cancel appointments according to client-specific guidelines and provider availability.
- Accurately document interactions and appointment details in designated scheduling and EMR systems.
- Verify patient or customer demographic and insurance information when required.
- Provide appointment instructions, directions, and other relevant information to callers.
- Manage appointment requests, waitlists, referrals, and follow-up scheduling activities.
- Adhere to individual client service level agreements (SLAs), workflows, and escalation procedures.
- Identify urgent or time-sensitive situations and route them appropriately.
- Maintain thorough knowledge of multiple client accounts, services, providers, and scheduling requirements.
- Handle a high volume of communications while maintaining established quality, accuracy, and productivity standards.
- Collaborate with supervisors, team leads, and client contacts to resolve scheduling issues.
- Maintain confidentiality and compliance with HIPAA and privacy regulations where applicable.
- Participate in training, coaching, and quality assurance activities.
Employees must be able to perform these essential functions with or without reasonable accommodation.
Performance Expectations:
- Maintain client-specific quality assurance standards.
- Meet established performance expectations, including productivity, scheduling accuracy, quality assurance, and customer service metrics.
- Demonstrate proficiency across multiple client accounts and scheduling systems.
- Deliver exceptional customer experiences while maintaining compliance and confidentiality.
- Consistently follow client protocols and call center policies.
Required Qualifications:
- Minimum of one (1) year of experience in medical appointment scheduling in an EMR (Electronic Medical Record) system.
The following may be substituted for one year (1) year of EMR experience:
- Experience in a healthcare call center or patient engagement role involving appointment scheduling and navigation of patient scheduling or record systems and
- Completion of formal EMR/EHR training combined with practical experience using an EMR/EHR system in a healthcare setting.
- High school diploma or equivalent required.
- Ability to follow written and verbal instructions and apply sound judgment and problem-solving skills, seeking guidance from a supervisor when appropriate.
- Proficiency in using computers and related applications, including Microsoft Outlook, Teams, and multi-line phone systems, with or without reasonable accommodation.
- Familiarity with standard medical office procedures to support effective and professional communication with patients and providers.
- Strong communication skills, including the ability to exchange information clearly and effectively using verbal, written, or assistive methods.
- Strong customer service and active listening skills.
- Ability to multitask and adapt in a fast-paced environment.
Preferred Qualifications:
- Experience using one or more Electronic Health Record (EHR) systems.
- Knowledge of medical terminology is a plus
Physical Requirements and Working Conditions:
This position primarily involves sedentary work in your home office.
Duties routinely require:
- Remaining seated for extended periods.
- Frequent use of a computer, keyboard, mouse, wired headset.
- Frequent communication by phone system, headset, chat, and electronic messaging.
- Viewing computer monitors for extended periods.
- Occasionally lifting or moving items weighing up to 10 pounds.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Supervisory Responsibilities:
None
Equal Employment Opportunity Statement:
ptSource is an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and other legitimate business factors, without regard to any characteristic protected by applicable federal, state, or local law. The Company prohibits unlawful discrimination, harassment, and retaliation and provides reasonable accommodations to qualified individuals with disabilities and individuals with sincerely held religious beliefs, unless doing so would create an undue hardship.
Disclaimer:
- This job description is not intended to be a contract of employment and is subject to change at any time with or without notice.
Job Types: Full-time, Part-time
Pay: $17.00 - $19.50 per hour
Benefits:
- 401(k) matching
- Bereavement leave
- Dental insurance
- Disability insurance
- Flexible schedule
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid sick time
- Paid time off
- Referral program
- Vision insurance
- Work from home
Application Question(s):
- How many years of high volume call center experience do you have?
- How many years of medical appointment scheduling do you have?
- Do you have at least one year of hands on EMR experience?
- If a patient becomes frustrated or upset during a scheduling call, how would you de-escalate the situation while still following established protocols?
- Describe how you ensure all required patient information is collected and accurately documented during a call, especially when the caller is in a hurry or distracted.
- How would you handle noticing a recurring operational issue—such as repeated scheduling conflicts or documentation errors—during your daily calls? What would you do next?
- How would you manage follow-up calls, appointment reminders, or no-shows while maintaining accuracy and professionalism?
- This role supports healthcare clients with strict service-level agreements (SLAs) that require consistent, on-time attendance. Can you describe your approach to reliability and how you ensure you are present and ready to work for every scheduled shift?
- This position requires:
- A private, HIPAA-compliant workspace
- No background noise or interruptions from children, pets, or others
- Reliable high-speed Wi-Fi
Can you confirm that you meet all of these requirements and are able to maintain them consistently during scheduled work hours?
Work Location: Remote
