Call Center Scheduling Coordinator

GENERAL SUMMARY

The Call Center Scheduling Coordinator coordinates overall service area schedules and performs pre-registration and insurance verification.  Responsible for accurate data collection, documentation, and data retrieval with computerized systems. Reports to department leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

● Manages large volume of customer calls in friendly and courteous manner. 

● Provides customer service through attentiveness, clear communication, and time management skills. 

● Obtains and evaluates all relevant information to handle and schedule appointment to the appropriate service area.

● Serves as a patient liaison for scheduling of services for multiple departments. 

● Maintains customer records by updating account information.

● Provides clerical, secretarial and project management functions for the service area.

● Locates referrals and calls patients to schedule appointments for different service areas. 

● Communicates with clinic staff either by telephone or electronically to handle questions or concerns of customer.

● Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience. 

● Provides feedback on the efficiency of scheduling discrepancy to department leadership for process improvement.

● Ensures compliance with all federal and state HIPAA/PHI laws.

● Interfaces with multiple departments and multiple computer systems.

● Performs other duties as assigned.

LICENSES AND/OR CERTIFICATIONS

● None required.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

● High school graduate or GED. 

● Knowledge of medical terminology gained either through coursework or work experience. 

● Ability to relate well with the public.

● Ability to effectively gather and exchange information in both oral and written communications with proper grammar, spelling and punctuation.

● Ability to schedule appointments for multiple departments based on phone screening and scheduling priority algorithm.  

● Ability to utilize scheduling software and maintain updated schedules.

● Able to work in multiple computer systems simultaneously.    

WORKING CONDITIONS

Normal office environment with little exposure to excessive noise, dust, temperature and the like.

PHYSICAL REQUIREMENTS

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