Appointment Scheduler / Referral Coordinator

Position Summary

The Appointment Scheduler is responsible for coordinating and scheduling clinical exams, audiology services (including hearing evaluations, hearing aid consultations, device fittings), and follow-up appointments. This position serves as the first point of contact for many patients and plays a key role in ensuring efficient clinic flow, accurate scheduling, and a positive patient experience.

The scheduler must demonstrate strong organizational skills, attention to detail, and the ability to communicate effectively with patients, audiologists, physicians, and clinical staff.

Key Responsibilities

Scheduling & Patient Coordination

• Clinical Exam Scheduling with Providers 
• Schedule audiology appointments including:
  • hearing evaluations
  • hearing aid consultations
  • hearing aid fittings and adjustments
  • hearing aid checks
  • tinnitus evaluations
  • follow-up visits
• Coordinate appointments with ENT physicians when combined visits are required.
• Ensure appropriate appointment types and time slots are used based on the service requested.
• Confirm patient eligibility and appointment readiness before scheduling.

Insurance Verification

• Collect and verify patient demographic and insurance information at the time of scheduling.
• Confirm that insurance information in the system is current and accurate.
• Inform patients of any referral or authorization requirements prior to the visit.
• Communicate potential out-of-pocket costs when applicable.

Patient Communication

• Answer incoming calls and respond to patient inquiries.
• Provide clear instructions to patients regarding appointment preparation.
• Confirm appointments and assist with rescheduling or cancellations.
• Maintain a courteous, professional, and patient-centered approach at all times.

Administrative Support

• Enter and maintain accurate patient information in the electronic medical record system (e.g., eCW).
• Document scheduling notes and relevant patient information.
• Work closely with audiologists and clinical staff to manage schedule changes.
• Assist with managing waitlists and optimizing provider schedules.

Qualifications

Education

• High school diploma or equivalent required.

Experience

• Prior experience in medical scheduling, healthcare administration, or audiology/ENT practice preferred.
• Familiarity with electronic medical records (EMR), preferably eClinicalWorks (eCW), preferred.

Skills & Competencies

• Strong organizational and time management skills
• Excellent customer service and communication skills
• Ability to multitask in a fast-paced medical environment
• Attention to detail and accuracy
• Knowledge of insurance verification and referrals preferred
• Ability to work collaboratively with clinical and administrative teams

Physical Requirements

• Prolonged periods of sitting, phone use, and computer work
• Ability to handle a high volume of calls and scheduling tasks

Work Environment

This position operates in a busy outpatient ENT and audiology practice where professionalism, efficiency, and patient-centered care are essential.