Appointment Coordination Specialist

1 week 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 that all interactions are focused on enhancing patient satisfaction. Strive to create a positive experience for patients and external healthcare providers during every interaction.
  • Handle incoming calls and document comprehensive telephone encounters for patients, external healthcare providers, and pharmacies.
  • Effectively interpret the needs and requests of patients and external providers to guarantee the accurate and timely routing of messages and calls.
  • Maintain composure and adhere to established protocols during patient emergencies.
  • Utilize patient charts and documentation to retrieve necessary information for patients and external providers.
  • Schedule appointments within the organization's electronic health record (EHR) system, demonstrating knowledge of the scheduling requirements for each department.
  • Support the Team-Based Care Model by actively participating in team meetings and collaborating with colleagues to foster a harmonious work environment.
  • Politely remind patients of their upcoming appointments, including the date, time, location, and the provider they will be seeing.
  • Facilitate the rescheduling and cancellation of patient appointments as needed, communicating changes in a positive and supportive manner.
  • Exhibit outstanding listening abilities over the phone, capable of picking up on subtle cues such as tone and hesitation.
  • Monitor incoming messages via text, live chat, and appointment reminder systems, ensuring prompt and accurate responses.
  • Meet established productivity targets while thriving in a fast-paced environment that demands multitasking skills.
  • Demonstrate proficiency in using dual monitors and multi-line phone systems while navigating multiple software applications simultaneously; capable of typing quickly and accurately.
  • Complete required training programs, including call center training and other company-specific training sessions.
  • Perform additional duties as assigned.

Additional Responsibilities:

  • Adhere to the Code of Conduct as outlined in the Corporate Compliance Manual.
  • Exhibit a personal and professional commitment to the mission of the organization.
  • Treat all patients and staff with dignity and respect, acknowledging the cultural diversity of the population served.
  • Management reserves the right to modify, add, or remove job functions as organizational needs evolve.
  • Physical presence is essential for fulfilling the core responsibilities of the Patient Scheduling Specialist role.

Core Values:

Employees are expected to actively demonstrate their commitment to the core values of the organization.

1. Respect - We honor and value each patient, their families, ourselves, and one another.

Every individual associated with the organization is treated with dignity and respect, recognizing and appreciating differences while fostering empathy.

2. Integrity - We are dedicated to consistently doing the right thing.

Our actions reflect our commitment to honesty, transparency, and ethical behavior, holding ourselves accountable for our decisions and their outcomes.

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

Our teams are passionately committed to delivering the highest quality of care and continuously seek ways to improve the patient experience.

4. Innovation - We embrace creativity and continuous improvement.

We encourage responsible risk-taking and positive change, learning from both successes and failures.

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

We work across functional boundaries, valuing diversity and fostering a culture of participation and respect, ultimately enhancing the quality of patient care.

Qualifications:

  • High School diploma or equivalent; some experience in a medical setting is preferred.
  • Proficient in MS Office and capable of learning other computer applications, including electronic medical records.
  • Strong oral and written communication skills.
  • Familiarity with office equipment such as scanners, printers, and fax machines.
  • Able to thrive in a team-oriented environment while promoting the organization's core values.
  • Ability to communicate positively and cheerfully with patients, staff, and vendors.

Physical Requirements and Work Environment:

This position involves sedentary work, occasionally requiring lifting or exerting force up to 25 pounds. Tasks include speaking, sitting, bending, walking, standing, hearing, and repetitive motions. Effective vocal communication and hearing are necessary for normal conversation levels. Extended periods of computer and keyboard use are expected. This is classified as an OSHA low-risk position.

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