Patient Scheduling Specialist

About the role

The Patient Scheduling Specialist works as a part of the Patient Care Team and assists with the overall scheduling experience. This role involves providing excellent customer service to all patient contacts via phone and electronic communication.

Responsibilities

• Communicate with patients in a courteous and professional manner via telephone and other forms of electronic communication, ensuring all interactions work towards a goal of patient satisfaction.
• Promote a positive approach in all interactions and assure that patients and external providers have an excellent experience on every exchange.
• Navigate through the patient chart and document to find requested information for patients and external providers.
• Schedule appointments in JHC’s EHR, ensuring proper and timely routing of telephone messages and phone calls.
• Interpret patient and external provider wants and needs to ensure proper and timely routing of telephone messages and phone calls.
• Stay calm and follow outlined procedures in moments of patient crisis.
• Navigate through the patient chart and documents to find requested information for patients and external providers.
• Schedule appointments in JHC’s EHR, ensuring proper and timely routing of telephone messages and phone calls.
• Promote the Team-Based Care Model by participating in monthly team meetings and all other as-needed team meetings as scheduled by the supervisor.
• Work in harmony with all staff members at Johnson Health Center and promote a positive approach to every engagement.
• Remind patients in a pleasant manner of the date, time, and location of the appointment and the provider that the patient is scheduled to see.
• Reschedule and cancel patient appointments as necessary, communicating with the patient in a positive and encouraging manner when rescheduling is necessary.
• Demonstrate exceptional listening skills via telephone; able to interpret subtle indications such as tone of voice, hesitations, or incomplete responses.
• Maintain a high level of productivity each week while working in a fast-paced environment that requires the ability to multi-task.
• Be proficient at using dual monitors and multi-line phones while navigating at least three software programs simultaneously; proficient at typing quickly and accurately.
• Successfully complete assigned call center school training and other company assigned trainings.

Qualifications

• Knowledgeable of all scheduling components of each JHC department.
• Proficient at using dual monitors and multi-line phones while navigating at least three software programs simultaneously; proficient at typing quickly and accurately.
• Ability to communicate effectively via telephone and electronic communication.
• Ability to interpret patient and external provider wants and needs to ensure proper and timely routing of telephone messages and phone calls.
• Ability to stay calm and follow outlined procedures in moments of patient crisis.
• Ability to navigate through the patient chart and documents to find requested information for patients and external providers.
• Ability to schedule appointments in JHC’s EHR, ensuring proper and timely routing of telephone messages and phone calls.
• Ability to promote the Team-Based Care Model by participating in monthly team meetings and all other as-needed team meetings as scheduled by the supervisor.
• Ability to work in harmony with all staff members at Johnson Health Center and promote a positive approach to every engagement.
• Ability to remind patients in a pleasant manner of the date, time, and location of the appointment and the provider that the patient is scheduled to see.
• Ability to reschedule and cancel patient appointments as necessary, communicating with the patient in a positive and encouraging manner when rescheduling is necessary.
• Ability to demonstrate exceptional listening skills via telephone; able to interpret subtle indications such as tone of voice, hesitations, or incomplete responses.
• Ability to monitor incoming texts, Live Chat messages, and appointment reminder software to ensure there are timely and accurate responses.
• Ability to meet outlined productivity goals each week while working in a fast-paced environment that requires the ability to multi-task.
• Ability to be proficient at using dual monitors and multi-line phones while navigating at least three software programs simultaneously; proficient at typing quickly and accurately.
• Ability to successfully complete assigned call center school training and other company assigned trainings.

Skills

• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to prioritize tasks and manage multiple responsibilities.
• Proficiency in using various software programs, including JHC’s EHR.
• Ability to remain calm and composed in stressful situations.
• Strong interpersonal and customer service skills.

Benefits

Johnson Health Center offers competitive benefits, including health insurance, dental insurance, vision insurance, and paid time off.

Pay

The salary range for this position is $X per hour, based on experience and qualifications.

Schedule

This is a full-time position with a flexible schedule to accommodate the needs of the Patient Care Team.