Appointment Setter

About the role

Under the direct supervision of the Dispatch Supervisor, the Appointment Setter coordinates all participant medical appointments, acting as a liaison between participants, caregivers, and the Interdisciplinary Team (IDT) to manage internal/external specialist visits, transportation and communication, ensuring schedules align with care plans, documenting everything in the Electronic Health Record, and serving as a key contact for families, focusing on efficient, participant‑centered care delivery.

Full‑time, regular position based in El Paso, Texas.

Responsibilities

• Scheduling & Coordination: Schedule routine and non‑routine appointments, diagnostics, imaging, procedures, and surgeries according to participants’ preferences and physician orders; select appropriate provider, time, and location using the automated scheduling system; prioritize urgency and ensure orders are scheduled before due dates; verify specialist name, specialty, and diagnosis on orders; coordinate transportation and escorts; secure required medical records and insurance authorizations; enter appointment data into the transportation routing system; review physician orders to include participant information and send packets to providers one day prior; proactively resolve conflicts and manage urgent requests; maintain two‑week advance scheduling and attend weekly coordination meetings; reschedule appointments as needed while adhering to physician orders; upload One Call Now to One Source; call participants who did not respond to the automated system.
• Communication Hub: Serve as primary point of contact, making reminder calls to participants/caregivers, answering questions, managing cancellations, and communicating updates to staff and providers; collaborate with the IDT to align schedules with care plans; provide accurate test‑preparation information to clinic staff; notify clinics of incomplete or incorrect orders; call specialists’ offices two days before appointments to confirm details and remind participants/families of changes; maintain communication with LULAC Guardians and email appointment information and reminders; confirm receipt of medical packets; communicate daily with specialists about late or cancelled appointments and update the automated scheduling system.
• Documentation: Maintain accurate participant schedules and records in the EMR, ensuring HIPAA‑compliant confidentiality; manage referrals and perform clerical duties such as filing and data entry; keep a current appointment matrix, list of unscheduled orders, scheduled and completed appointments; enter all appointment details in the EMR, including reschedules, cancellations, contact persons, notification dates, etc.
• Reporting: Participate in morning meetings and report appointment‑related information daily; note items requiring rescheduling or cancellation; update the appointment matrix with vacation, hospitalization, or deceased participants; generate appointment matrices and other reports on scheduling trends or patient‑care needs.
• Compliance & Coverage: Ensure all scheduling follows PACE guidelines, authorizations, and HIPAA rules; provide coverage for department members as needed to avoid backlogs; complete projects and other duties assigned by the supervisor or department manager.

Qualifications

• High school diploma or equivalent.
• Two (2) years of scheduling, administrative, or clerical experience.
• Experience with EMR or medical scheduling software is strongly preferred.
• Experience working with a frail or elderly population is preferred.
• Bilingual in English and Spanish is preferred.

Skills

• Understanding of healthcare settings and the elderly population.
• Strong organizational, verbal and written communication, and customer service skills.
• Detail‑oriented, dependable, and flexible; able to work in a fast‑paced environment and manage multiple priorities with a compassionate and professional demeanor.
• Proficiency in the Microsoft Office suite (Outlook, Word, Excel, PowerPoint) and other desktop applications.
• Ability to work independently while maintaining HIPAA confidentiality and adhering to PACE guidelines.
• Excellent customer service and collaborative teamwork within a healthcare team.
• Responsible, self‑directed, receptive to supervision and constructive criticism.
• Skilled in handling callers in person and over the phone with courtesy, good judgment, and professional conduct.
• Reliable transportation to and from work.

Benefits

• 100% of medical monthly premiums paid for employee‑only coverage.
• 100% of dental monthly premiums paid for employee‑only coverage.
• Affordable vision monthly premium for employee + family coverage.
• 100% of basic life insurance coverage (benefit amount of $10,000).
• Safe harbor matching contributions for the 403(b) retirement savings account.
• Up to fifteen (15) days of paid time off based on hours worked per pay period.
• Eleven (11) company‑observed paid holidays.
• Education and tuition reimbursement.
• Mileage reimbursement.