Appointment Coordinator

University Orthopedics•Cranston, RI

About The Position

The Appointment Coordinator is a team-oriented role responsible for answering incoming calls, scheduling, rescheduling, and canceling patient appointments, directing calls to the appropriate locations, processing incoming electronic referrals, and performing operator and administrative duties as assigned. The role requires professionalism, compassion, attention to detail, strong phone and communication skills, customer service skills, and the ability to work in a fast-paced environment. The coordinator registers patients and enters accurate demographic and insurance information, works with the billing team on eligibility and referral requirements, triages patient needs to schedule appointments with the appropriate physician, and prepares callers for their visits. The coordinator uses Athena EMR for scheduling and messages, provides patient-focused information, and collaborates with Administrative Assistant team members. The position reports to the Director of Patient Access.

Requirements

High school graduate.
Demonstrated maturity in handling confidential information.
Ability to work the hours needed by the Patient Access Center department, including occasional Saturday hours.
Effective telephone communication skills.
Ability to work quickly and multitask in a call center environment.
Ability to handle confidential and sensitive information.
Good telephone manners and ability to handle calls appropriately.
Compassion and sensitivity toward callers.
Good customer service skills.
Ability to work in a team-oriented environment.
Familiarity with computer functions and Microsoft programs.
Ability to type quickly and accurately while speaking on the phone.
Professional, pleasant, cheerful, and neat appearance.
Ethical and positive work principles.
Ability to travel to all sites when necessary.

Nice To Haves

Pertinent job-related experience, such as medical office receptionist or medical assistant experience, and familiarity with medical terminology; strong candidates may be trained.
Ability to speak Spanish and/or Portuguese.

Responsibilities

Promptly answer telephone calls using positive and clear communication.
Register patients and enter accurate demographic and insurance information into the computer system.
Work with the billing team regarding insurance eligibility and insurance referral requirements.
Triage patient problems and schedule appointments with the appropriate physician.
Review appointment date, time, location, and provider name with callers.
Prepare patients for appointments by explaining what to bring and providing relevant information about location, insurance cards, medications, office visit fees, and parking.
Remind callers of the cancellation and no-show policy.
Answer questions and provide requested information to deliver patient-focused service and a positive impression of the organization.
Use Athena EMR for appointment scheduling and for sending messages to providers and coworkers.
Collaborate with Administrative Assistant team members and develop strong professional relationships.
Perform additional duties assigned by the Manager to meet department needs.
Travel to all sites when necessary.