Patient Appointment Coordinator

Be a part of a world-class academic healthcare system, UChicago Medicine, as a Patient Appointment Coordinator at our Burr Ridge Access Center. This position is 100% onsite and requires you to be based in the greater Chicagoland area.

About the role

In this role, the Patient Appointment Coordinator will obtain, verify, and input demographic, insurance, and referring physician information as required. You will document messages electronically using appropriate medical terminology, triage calls per protocol, and assist callers in a manner consistent with the Ideal Patient Experience approach and philosophy. The role involves achieving performance and service targets and metrics.

Responsibilities

• Greet callers warmly and use the standard greeting.
• Respond to customer inquiries appropriately.
• Obtain and input demographic, insurance information, and referring physician information for new patient calls.
• Schedule appointments per practice protocols using computerized scheduling systems.
• Inquire if the patient has special needs and document appropriately.
• Provide pre-appointment instructions, directions, and messages per protocol.
• Verify and update changes in demographic, insurance, and other information for return patient appointment calls.
• Follow appropriate protocols or guidelines and use computerized scheduling systems to investigate scheduling opportunities if the patient voices discontent with schedules offered.
• Work with others to determine if an accommodation can be made to provide the patient with an earlier appointment.
• Document all messages electronically using appropriate medical terminology via the In Basket functionality and forward to the appropriate clinical provider.
• Thank each caller and ask if any other assistance can be provided.
• Provide service recovery with dissatisfied callers and escalate calls per protocol.
• Work the wait list according to practice protocol.
• Perform basic office duties and other duties as assigned.

Requirements

• High School Diploma.
• Excellent interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
• Exceptional customer service skills, including the ability to use independent thinking, sound judgment, and creativity when resolving customer issues.
• Ability to balance multiple priorities and effectively handle challenging situations.
• Excellent verbal communication skills.
• Basic office skills, including 35 wpm typing and 4,500 keystrokes an hour.
• Ability to accurately and efficiently enter alphanumeric data on screen.
• Ability to use personal computers and select software applications, including Epic.
• Successful completion of Cadence Scheduling system training and competencies.

Preferred Qualifications

• Associate or Bachelor’s Degree.
• Knowledge of basic medical terminology.

Schedule

• Full-Time (1.0 FTE).
• Shift: Days, 8:30 AM – 5:00 PM.
• Work Location: Burr Ridge Access Center.

About Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent, and commitment—with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters.