What are the responsibilities and job description for the Patient Appointment Scheduler position at Columbia Eye Clinic?
JOB SUMMARY:
The Patient Appointment Scheduler is responsible for answering phones and scheduling patient appointments.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
- Answers phones promptly and in a polite and professional manner
- Obtains and enters accurate demographic information into appointment software program.
- Schedules appointments correctly by reviewing appointment date, time, location and provider with patient.
- Informs patient to bring required paperwork, Patient History form, HIPAA form, insurance cards, driver’s license etc. to appointment.
- Reminds caller to arrive 15 to 30 minutes before scheduled appointment to complete necessary paperwork.
- Answers questions and offers other information, as requested, to provide patient-focused service and positive impression of the organization.
- Directs calls to other departments as needed.
- Uses sound judgement in handling calls, especially with upset patients.
- Understands when to escalate calls to physicians/practice manager/techs.
- Obtains and enters correct insurance information from patients.
- Must comply with all HIPPA and safety policies, procedures, and regulations.
- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. To meet the business needs of the company duties, responsibilities, and activities may change at any time with or without notice.
EDUCATION AND EXPERIENCE:
- High School Diploma or GED and 1 year experience in customer service, preferably in a call center setting.
- Previous experience in a clinical environment preferred.
KNOWLEDGE, Skills, and Abilities:
- Customer and patient service orientation: prompt response to patient needs and ability to manage difficult or emotional customer situations with tact, empathy and diplomacy.
- Strong communication and interpersonal skills.
- Competencies include excellent judgment, dependability, and diligence.
- High ethical standards and integrity.
- Strong organization skills with attention to detail, accuracy and thoroughness.
- Must type 50 wpm
- Proficient in Microsoft office products.
- Proficient in reporting software
- Excellent communication
- Personal qualities of integrity, credibility, and commitment.
- Flexible and able to multi-task; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
WORKING CONDITIONS AND PHYSICAL EFFORT:
- Full-time position with a work schedule of Monday through Friday 8:00am to 5:00pm.
- Position operates in a professional office environment requiring minimal physical activity.
- Building meets required ADA standards and we will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of the job.
- Physical demands include but are not limited to:
- The ability to sit, stand, walk, and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear.
- The ability to frequently sit and reach with hands and arms.
- The ability to occasionally lift and/or move up to 50 pounds.
- Manual dexterity for operating complicated equipment
- Must be able to utilize office equipment such as desktop/laptop computers, copiers, printers, scanners, telephones, and calculators.
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