Appointment Coordinator

Rochester Regional Health

1d • Onsite

About The Position

As an Appointment Coordinator, you will play a central role in shaping our patients’ overall experience and level of satisfaction with Rochester Regional Health – outstanding customer service and organizational skills are keys to your success. You will interact regularly with patients, providers and payers throughout each patient's healthcare experience and collaborate with physician offices and clinical departments to provide continual patient support.

Requirements

• Embraces a culture of customer-centric behavior and innovation is critical for success in this role.
• Possesses strong customer service skills and the ability to demonstrate compassion and empathy.
• Strong verbal and written communication skills including good voice quality, good diction, and articulation are strongly preferred.
• Ability to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
• Proficiency in use of computers.

Nice To Haves

• Knowledge of medical terminology preferred.
• Knowledge of terminology used by insurance/managed care health plans preferred.
• Two (2) years customer service experience preferred, ideally in a health care setting.
• Associates Degree Preferred

Responsibilities

• Provide courteous, attentive and prompt service to all those you work with and support.
• Work well with others in different departments and organizations to deliver a seamless, exceptional customer experience.
• Proper use of an EMR to communicate with patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries.
• Enroll and activate patient portal accounts, answer questions and/or resolve any user issues.
• Ensure your work is compliant with all policies and procedures.
• Collaborates to deliver a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications.
• Works across multiple functions and with all levels of the organization.
• Responds to inbound interactions utilizing EMR to schedule patient appointments, registrations and inquiries following established protocols to ensure patient safety and data integrity.
• Utilizes EMR to proactively contact patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries following established protocols to ensure patient safety and optimize the revenue cycle.
• Processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows.
• Communicates effectively using EMR messaging, utilizing appropriate smart phrases and workflows.
• Enrolls and activates patient portal accounts, including answering questions and/or resolving any user issues; escalating according to established process.
• Ensures own compliance with all contact center policies and procedures.
• Is open to constructive criticism and willing to work on areas identified as needing improvement.
• Complies with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.
• Perform other duties as directed.

Benefits

• Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree