Appointment Setter

Bienvivir All-Inclusive Senior Health•El Paso, TX

22h•$17 - $25

About The Position

The Appointment Setter coordinates all medical appointments for Bienvivir participants under the direct supervision of the Dispatch Supervisor. The role serves as a liaison among participants, caregivers, and the Interdisciplinary Team (IDT), coordinating internal and external specialist visits, transportation, and communication. The Appointment Setter ensures schedules align with care plans, documents appointment information in the electronic health record, and serves as a key contact for families, supporting efficient, participant-centered care delivery. Responsibilities include scheduling and rescheduling routine and non-routine appointments, diagnostics, imaging, procedures, surgeries, and follow-ups according to physician orders, urgency, and participant preferences. The role coordinates transportation and escorts, prepares and sends medical information to providers, confirms appointments and receipt of medical packets, manages reminders and cancellations, and communicates with participants, families, specialists, and internal staff. The Appointment Setter maintains accurate records and appointment matrices, participates in meetings, generates reports, and follows PACE, HIPAA, authorization, and confidentiality requirements.

Requirements

High school diploma or equivalent.
Two years of scheduling, administrative, or clerical experience.

Nice To Haves

Experience with EMR or medical scheduling software.
Experience working with a frail or elderly population.
Bilingual in English and Spanish.

Responsibilities

Schedule and reschedule routine and non-routine appointments, diagnostics, imaging, procedures, surgeries, and follow-ups according to physician orders, urgency, provider availability, location, and participant preferences.
Verify physician orders for correct specialist, specialty, and diagnosis, and ensure orders are scheduled before their due dates.
Coordinate transportation and escorts, and ensure medical records and insurance authorizations are ready before appointments.
Enter appointment information into the transportation routing system and automated scheduling system.
Review physician orders and ensure participant information and relevant medical records are included in provider packets sent one day before appointments.
Identify and resolve scheduling conflicts, manage urgent requests, and monitor service delivery.
Schedule appointments two weeks in advance and participate in weekly meetings to coordinate transportation and escorts.
Upload One Call Now to One Source and call participants who do not respond to the automated system.
Update and email the Appointment Matrix daily to the Interdisciplinary Team.
Make reminder calls, answer questions, manage cancellations, and communicate appointment updates or changes to participants, caregivers, staff, and providers.
Collaborate with nurses, physicians, social workers, and other IDT members to align appointments with participant care plans and needs.
Provide clinic staff with accurate test preparation and directional information, and notify clinics of incomplete or incorrect orders.
Confirm appointment details with specialist offices two days before appointments and communicate any changes to participants, families, or facilities.
Maintain communication with LULAC Guardians and email appointment information and reminders.
Confirm with specialist offices that medical packets have been received.
Communicate daily with specialist offices regarding late or canceled appointments and update the automated scheduling system.
Maintain accurate participant schedules and records in the EMR, including referrals, appointment matrices, unscheduled orders, scheduled appointments, and completed appointments.
Document appointment details, reschedules, cancellations, contacts, and notifications in the electronic medical record.
Participate in Morning Meetings, report appointment-related information, and update the appointment matrix based on information gathered.
Generate appointment matrices and other reports on scheduling trends or participant care needs.
Ensure scheduling complies with PACE guidelines, authorizations, HIPAA, and confidentiality rules.
Provide coverage for other department members as needed to avoid backlogs and delays.
Complete projects and other duties as assigned by the immediate supervisor or department manager.