Scheduling Integrated Care Coordinator

Key Responsibilities

• Coordinate and schedule in-home visits in alignment with provider availability, patient needs, and geographic considerations
• Conduct outbound and inbound scheduling calls while maintaining a high level of professionalism and patient-centered communication
• Confirm, reschedule, and cancel appointments as necessary, ensuring minimal disruption to provider schedules and continuity of care
• Identify and appropriately escalate urgent or high-priority patient needs in accordance with clinical guidelines
• Monitor real-time schedule changes (e.g., delays, cancellations, provider availability) proactively adjust to maintain workflow efficiency
• Collaborate with dispatch and clinical teams to resolve scheduling conflicts and ensure timely patient care delivery
• Perform preliminary insurance eligibility checks and flag discrepancies for appropriate teams
• Partner with billing, intake, and care coordination teams to support seamless patient onboarding and service delivery
• Serve as a primary point of contact for patients regarding appointment logistics, including visit windows, preparation requirements, and general inquiries
• Deliver clear, accurate, and empathetic communication, particularly when working with elderly or high-risk populations
• Address and de-escalate patient concerns related to scheduling delays, cancellations, or service issues
• Ensure all patient interactions align with organizational standards for customer service and care experience

Qualifications

• A high school diploma or equivalent required; an associate or bachelor's degree in healthcare administration, business, or a related field preferred
• 1-2 years of direct Customer Service Experience
• Familiarity with Electronic Health Records (EHR)
• Prior experience coordinating in-home services, field operations, or provider scheduling strongly preferred

Skills & Competencies

• Bilingual Fluency in Spanish, Mandarin, Russian (preferred)
• Excellent communication and public speaking skills
• Ability to work independently and travel to Bronx
• Strong organizational and time management skills
• Cultural sensitivity and ability to work with diverse, underserved populations
• Proficiency in motivational interviewing and health coaching techniques