Appointment Coordinator

 

Job Overview:

Responsible for maintaining the master schedule of patient appointments for outpatient clinic visits. This includes scheduling
appointments for new and returning patients according to Clinci policies. Effectively utilizes the computerized SHCIS appointment
system. Demonstrates effective and age appropriate communication skills by phone and in person with patients, families, staff,
Shriners and other visitors. Keeps current as the database is updated and/or changed.

Responsibilities:

Communication Skills

• Answers the phone in a positive customer service manner.
• Uses a kind and courteous voice.
• Speaks professionally to all patients, families, staff, shriners and visitors.
• Routes call appropriately within the hospital.
• Utilizes effective listening/communication skills when interacting with the people of all ages.
• Returns all phone call on the same day or within 24 hours, except on weekends.
• Ensures patient and family satisfaction is a priority.

Confidentiality

• Maintains confidentiality with each interaction with patients, families, Shriners, staff and visitors.
• Keeps current with the HIPAA regulations.
• Refers any confidentiality issues to the Clinical Coordinator and/or Director for guidance and resolution.

Clerical Duties

• Comples appropriate SHCIS reports for the various temples.
• Reports any problems with appointments to the Clinical Coordinator and/or Director for resolution.
• Relays patient related phone calls to the Clinical Coordinator and/or staff nurse for disposition.
• Refers to a nurse or appropriate discipline all interactions needing further assistance.
• Retrieves patient charts needing further evaluation from medical records and reschedules for the appropriate clinic within seven days.
• Notifies medical records when a patient is to be closed.

Clinic Schedules

• Schedules patient appointments carefully, accurately and collaboratively with appropriate clinic staff.
• Schedules all appointments within the time frame requested by the physicians.
• Consults with the Clinical Coordinator and/or Director when discrepancies occur.
• Schedules all appointments per capacity limits for each clinic.
• Schedules time of clinic to maximize clinic flow and minimize the wait times.
• Changes patients scheduled appointments appropriately as indicated by the needs of the patients, families, Shriners and clinical staff.

Professionalism

• Attends 80 percent of mandatory staff meetings.
• Assists with orientation of new clerical staff related to the use of the SHCIS and scheduling of appointments.
• Assists in cross-training the other clerical staff in the department.

Interpersonal Skills

• 
  Assists patients, families, Shriners and visitors by giving directions to other areas of the clinic.
• Handles difficult patients and families in an exemplary manner.
• Demonstrates flexibility and covers efficiently for coworkers when needed.
• Confers appropriately with respective clinical staff about patients or clinic-related issues.
• Responds promptly and professionally to direction from the clinical Coordinator, Director or professional staff.

Computer Skills

• 
  Demonstrates accurate data entry skills.
• Demonstrates proficient knowledge of SHCIS.
• Schedules appointments without error according to the appropriate clinic, scheduling reports accurately.
• Maintains the integrity of the computer appointment database, updating it daily with accuracy.
• Consults clinic projections and residents' vacation schedules for upcoming clinic days and makes scheduling adjustments as needed for effective coordination.

Performance Improvement

• 
  Identifies process/system issues and works with the Manager to identify positive solutions.
• Is an active participant on any work groups for PI.

Note: This is not an all-inclusive list of this job’s responsibilities. The incumbent may be required to perform other related duties and
participate in special projects as assigned

Qualifications:

Education

High School Diploma/GED General Studies Required

Experience
1 Year Scheduling, registration and insurance
verification preferred
1 Year Microsoft Office Applications preferred
1 Year Organizational skills required
1 Year Communication Skills required

Certification and Licensures
Basic Life Support (BLS) Required (must obtain within 60 days of hire)