APPOINTMENT SCHEDULER

GRAYSTONE OPHTHALMOLOGY ASSOCIATES PA•Hickory, NC

4d•Onsite

About The Position

The Appointment Scheduler plays a key role in creating a positive first impression for our multi-office ophthalmology practice. This position is responsible for coordinating appointments for over 15 providers, including ophthalmologists and optometrists, across multiple locations. Success in this role requires excellent phone communication skills, attention to detail, empathy, and the ability to adapt to frequent changes in provider schedules. This is a fast-paced, phone based role with no in-person patient contact.

Requirements

Prior experience in a call center or busy medical office is preferred.
Prior experience in customer service is strongly preferred.
Familiarity with medical terminology and insurance is helpful.
Strong communication, problem-solving, and organizational skills.
Comfortable working in a dynamic environment with frequent changes.
Proficient in using Windows-based software and electronic medical records.
High school diploma or equivalent required.
One-year certificate from college or technical school is preferred.
3-6 months related experience or equivalent combination of education and experience.
Read and comprehend instructions, correspondence, and memos.
Compose professional correspondence.
Communicate effectively and respectfully with patients, physicians, and team members.
Basic math skills including calculating ages
Ability to follow procedures and respond to common scheduling problems
Frequent sitting, speaking, and computer use
Occasional standing, walking, bending, and lifting (up to 20 lbs.)
Must be able to adjust focus and work at a screen for extended periods

Responsibilities

Answer a high volume of incoming calls professionally and efficiently. Expected to handle 60-100 calls per day in a team environment.
Schedule and reschedule patient appointments across multiple locations and provider types.
Handle last-minute changes due to provider availability, often requiring quick rescheduling and patient communication.
Triage patient concerns and direct inquiries appropriately within the organization.
Accurately enter and verify demographic, insurance, and referral information.
Follow a Scheduling Call Script and meet all required fields in appointment details.
Monitor and correct provider schedules as needed. This includes running reports as needed for your assigned provider.
Respond to appointment requests via patient portal, website, and internal tasks.
Collaborate with clinical and administrative staff to support continuity of care.
Maintain confidentiality and comply with HIPAA regulations.
Provide support with additional tasks as needed.