JOB TYPE: / Appointment Scheduler
HOME COMPANY: / Holding Company of The Villages, Inc.
HOME BUSINESS UNIT: / The Villages Health
REPORTS TO: / Clerical Supervisor
FLSA STATUS: / Non-Exempt
PRE-REQUISITE: / none
UPDATED/REVIEWED: / 12/31/2017
FILE CODE: / 850.0483
SCOPE OF RESPONSIBILITIES
A nonexempt position responsible for making appointments for patients following medical practice procedures. Tasks may be integrated into another position, e.g. receptionist/registration clerk, or medical assistant.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments).
  1. Uses customer service principles and techniques to deal with patients calmly and pleasantly.
  2. Schedules appointments for patients by phone when they call in, or in person after an office visit, or by email through our website.
  3. The practice offers same-day appointments and schedules these appointments following acute care protocols, which may mean scheduling the patient with a physician or physician assistant other than their primary physician. Responsible for ensuring smooth flow of the schedules.
  4. Uses computerized system to match physician availability with patient’s preference in terms of date and time, and office location.
  5. Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
  6. Ensures that updates (e.g., cancellations or additions) are input daily into master schedule.
  7. Schedule provider time off requests and schedule/reschedule patients as needed.
  8. Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling. Consults with Clerical Supervisor about any system problems.
  9. Other duties as assigned.

DUTIEES include the following. Other duties may be assigned.

EDUCATIONAL REQUIREMENTS

High school diploma or equivalent. Graduation from an accredited medical vocational institution with phlebotomy course diploma.

EXPERIENCE/OTHER REQUIREMENTS

Minimum one year of experience in an appointment scheduling position, preferably in a medical practice setting. Must pay attention to detail; ability to work with many interruptions; and be able to multitask.

KNOWLEDGE
  1. Knowledge of medical practice protocols related to scheduling appointments.
  2. Knowledge of computerized scheduling systems.
  3. Knowledge of customer service principles and techniques.

SKILLS
  1. Skill in communicating effectively with physicians/clinicians about scheduling preferences.
  2. Skill in maintaining master appointment schedule via computerized means.
  3. Skill in maintaining each provider’s master template including the ability to make changes to each template for meetings, time off, etc.
  4. Skill in producing reports about appointment patterns as needed.
  5. Skill in tact and diplomacy in interpersonal interactions.

Abilities:

  1. Ability to multitask effectively, dealing with phone calls, and in-office patients, staff, and other pleasantly.
  2. Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
  3. Ability to analyze situations and respond appropriately.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Mostly sedentary with some standing, walking, reaching. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress from handling many calls and patient requests.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Medical office. Exposure to communicable disease and other conditions related to clinic setting.

ACCESS TO PROTECTED HEALTH INFORMATION (PHI)

ENVIRONMENT

This position requires LIMITED access to Protected Health Information (PHI), and will adhere to HIPAA regulations regarding PHI.

Employee and supervisor have reviewed the above job description and determined that it accurately reflects the position. Employee acknowledges and agrees that he/she is qualified to perform the essential functions of the position [with] or [without] accommodation.

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