What are the responsibilities and job description for the Appointment Coordinator position at University Orthopedics?
Job Title: Appointment Coordinator
Reports To: Director of Patient Access
General Summary Of Duties
This team-oriented position is responsible for answering incoming calls; scheduling, rescheduling and canceling patient appointments; directing calls to the proper locations; processing incoming electronic referrals; various operator and administrative duties as assigned. Must be professional, compassionate, detail-oriented, have exceptional phone skills, strong communication and customer service skills and be able to handle a very fast-paced environment.
Essential Job Functions
Reports To: Director of Patient Access
General Summary Of Duties
This team-oriented position is responsible for answering incoming calls; scheduling, rescheduling and canceling patient appointments; directing calls to the proper locations; processing incoming electronic referrals; various operator and administrative duties as assigned. Must be professional, compassionate, detail-oriented, have exceptional phone skills, strong communication and customer service skills and be able to handle a very fast-paced environment.
Essential Job Functions
- Promptly answer the telephone using positive and clear communication
- Register patient; obtain and enter accurate demographic information into computer system (address, telephone number, name of insurance and verification of health insurance)
- Work closely with billing team for insurance eligibility, and insurance referral requirements
- Schedule appointment – triage patient problem and schedule with appropriate UOI physician
- Review appointment date, time, location, and provider name with caller
- Prepare patient for appointment-what to bring, location, etc. (including insurance card, medications, office visit fee, parking, etc.)
- Remind caller of cancellation/no-show policy
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
- Efficient use of Athena EMR for appointment scheduling as well as sending messages to providers and coworkers
- Collaborate and develop strong professional relationships with the Administrative Assistant team members
- Additional duties as assigned by the Manager to meet department needs
- High school graduate with demonstrated maturity to deal with confidential information
- Must be able to work the hours needed in the Patient Access Center department, including occasional Saturday hours.
- Ability to communicate effectively on the telephone
- Ability to handle a "call center" environment: work quickly and multi-task
- Ability to handle confidential and sensitive information
- Ability to exercise good telephone manners to handle calls appropriately
- Ability to demonstrate compassion and sensitivity to caller
- Ability to demonstrate good customer service
- Ability to work in a team-oriented environment
- Very familiar with computer functions and Microsoft programs
- Ability to type quickly and accurately while speaking on the phone
- Pertinent job-related experience such as medical office receptionists and medical assistants with familiarity to medical terminology, but willing to train a strong candidate
- Professional, pleasant, cheerful, and neat appearance required
- Ethical and positive work principles
- Ability to speak Spanish and/or Portuguese a plus
- Must be able to travel to all sites if/when necessary.