Appointments Coordinator

DIMENSIONS/SCOPE OF POSITION: 

Makes patient appointments and ensures the efficient and effective operations of the appointment scheduling system for all locations.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Assist the Appointments Team Supervisor in managing the appointment team, including greeters. Responsibilities include overseeing onboarding, the hiring process, scheduling, and employee supervision.
• Monitors staff performance and attendance, ensuring adherence to company policies and procedures.
• Participates in addressing employee relations matters, including corrective action or termination, in collaboration with the Supervisor and HR.
• Assists with patient appointment scheduling, including making, rescheduling, and canceling appointments via phone calls, patient portal, and external referral software.
• Seeks guidance when appointment requests fall outside standard scheduling parameters.
• Provides patient support by answering questions according to established protocols.
• Builds and maintains provider schedule templates, manages scheduling blocks, and promptly implements schedule changes.
• Coordinates with the MRI team to ensure proper schedule templates are loaded as needed.
• Coordinates and assists in onboarding and training new appointment schedulers.
• Provides coaching to team members when tasks deviate from standard protocols or in challenging situations.
• Demonstrates proficiency in all scheduling processes managed by the appointment team.
• Exhibits full working knowledge of all greeter responsibilities and duties.
• Assists with data entry tasks as needed to support team operations.
• Coordinates and assists in generating and distributing reports related to scheduling, productivity, and performance.
• Maintains effective communication with other departmental coordinators to ensure a seamless workflow across teams.
• Coordinates and facilitates team meetings as needed.
• Provides remote support when necessary to ensure continuity of scheduling operations and patient care.
• Effectively manages multiple priorities in a fast-paced environment, demonstrating strong multitasking, urgency, and decision-making skills.
• Maintains regular and predictable attendance.
• Works cooperatively and professionally with team members, leadership, and other departments.
• Delegates all incoming faxes to the appropriate scheduler and department.
• Orients new employees to the Appointments department.
• Performs other duties as assigned

SUPERVISORY RESPONSIBILITIES: Not Applicable.

QUALIFICATIONS:            

Education and/or Experience: High School Graduate or General Education Degree (GED) Required; 2 years of previous experience involving heavy telephone usage in a call center or scheduling department with Electronic Medical Records/Health Electronic Record systems is required; Customer service and Healthcare Experience Required. 

Language Skills:  Able to communicate effectively in the English language.               

Mathematical Skills: Basic arithmetic skills are required.             

Reasoning Ability: Identifies and resolves problems promptly.             

Computer Skills: Computer literate, intermediate computer skills, typing, running reports, creating spreadsheets, creating memos, conduct professional emails

Certificates, Licenses: Not Applicable.

Other Skills and Abilities: Able to listen and respond well to questions and feedback.             

Other Qualifications:

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; Builds a diverse workforce.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Physical Demands

N (Not Applicable) Activity does not apply to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)

Other Physical Requirements

• Vision (Near)
• Sense of Sound - Telephone usage
• Sense of Touch

Work Environment 

Work is performed in a healthcare and office environment. The noise level is usually moderate. Must understand the risks involved in working with or around blood-borne and airborne pathogens. Must maintain a safe work environment in compliance with all standards, rules, and regulations under the OSHA Act. Must adapt to schedule changes as needed.

Reasonable Accommodations Statement 

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions. 

Campbell Clinic Benefit Summary:  

Campbell Clinic offers a lucrative benefit package to support employees and their families. 

• Medical / Dental / Vision Insurance
• HRA Option
• Flexible Spending Account 
• Basic Life Insurance 
• Voluntary Life Insurance Option
• Long-Term Disability
• Voluntary Short-Term Disability 
• Accident Insurance 
• Critical Illness Insurance
• 401(k) Plan Matching + Profit Sharing 
• Employee Assistance Program 
• Paid Time Off 
• 8 Paid Holidays  

Equal Opportunity Employer/Veterans/Disabled