Appointment Coordination Specialist

2 weeks ago

Madison Heights, Virginia, United States Johnson Health Center Full time

Key Responsibilities:

  • Engage with patients in a respectful and professional manner through various communication channels, ensuring a focus on patient satisfaction. Strive to create a positive experience for patients and external partners during every interaction.
  • Handle incoming calls and document comprehensive telephone encounters for patients, external providers, and pharmacies.
  • Interpret the needs and requests of patients and external providers to ensure efficient and timely communication.
  • Maintain composure and adhere to established protocols during patient emergencies.
  • Access patient records and documentation to provide requested information to patients and external providers.
  • Schedule appointments using the electronic health record (EHR) system, demonstrating familiarity with the scheduling processes of each department.
  • Support the Team-Based Care Model by participating in team meetings and collaborating effectively with colleagues.
  • Politely remind patients of their appointment details, including date, time, and provider.
  • Facilitate the rescheduling and cancellation of appointments, communicating changes in a supportive manner.
  • Exhibit exceptional listening abilities over the phone, accurately interpreting cues such as tone and hesitation.
  • Monitor incoming messages through texts, live chat, and appointment reminders, ensuring prompt and accurate responses.
  • Meet weekly productivity targets while managing multiple tasks in a dynamic environment.
  • Proficiently utilize dual monitors and multi-line phone systems while navigating multiple software applications simultaneously; demonstrate quick and accurate typing skills.
  • Complete all required training programs, including call center training and other company-mandated training sessions.
  • Perform additional duties as assigned.

Additional Responsibilities:

  • Adhere to the Code of Conduct as outlined in the Corporate Compliance Manual.
  • Demonstrate a commitment to the mission and values of Johnson Health Center.
  • Treat all patients and staff with dignity and respect, acknowledging the cultural diversity of the community served.
  • Management reserves the right to modify job functions as necessary to meet organizational needs.
  • Regular physical presence is essential for fulfilling the responsibilities of the Patient Scheduling Specialist role.

Core Values of JHC:

All staff members are expected to embody the core values of Johnson Health Center.

1. Respect - We prioritize the dignity and respect of every patient, their families, and each other.

Every individual associated with Johnson Health Center is treated with respect, valuing diversity and fostering empathy in all interactions.

2. Integrity - We are dedicated to ethical behavior and accountability in all actions.

Our commitment to honesty and transparency is reflected in our decision-making processes.

3. Excellence - We strive for excellence in all activities that enhance teamwork, patient care, and continuous improvement.

Our teams are committed to delivering the highest quality of care and enhancing the patient experience.

4. Innovation - We embrace creativity and continuous improvement, encouraging responsible risk-taking to drive positive change.

Our approach fosters an environment where learning from successes and failures is valued.

5. Teamwork - We recognize that collaboration is essential for success.

Our diverse teams work together to improve patient care and foster a culture of respect and participation.

Qualifications:

  • High School diploma or equivalent; prior medical experience is a plus.
  • Proficient in MS Office and able to learn other relevant software applications.
  • Strong verbal and written communication skills.
  • Familiarity with office equipment such as scanners, printers, and fax machines.
  • Ability to thrive in a team-oriented environment while promoting the core values of Johnson Health Center.
  • Positive and cheerful communication style with patients, staff, and vendors.

Physical Demands and Work Environment:

This role involves sedentary work, with occasional lifting of up to 25 pounds. It requires various physical activities including speaking, sitting, bending, walking, and repetitive motions. Effective vocal communication and hearing are necessary for normal interactions. Extended periods of computer and keyboard use are expected. This position is classified as low risk according to OSHA standards.

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