Appointment Scheduling Specialist (Contract)

Position Information

Job Title: Appointment Scheduling Specialist
Reports To: Team Manager / Operations Manager
Location: Remote - Kingston, St. Andrew & St. Catherine
Employment Type: Temporary (3 Months)

Job Summary

The Appointment Scheduling Specialist is responsible for coordinating, scheduling, and managing client appointments to ensure a seamless and positive customer experience. This role serves as the primary point of contact for appointment-related inquiries, scheduling requests, reschedules, and communication between clients and service providers.

The ideal candidate is highly organized, detail-oriented, and customer-focused, with the ability to manage multiple priorities in a fast-paced environment. Success in this role requires excellent communication skills, strong time management, accuracy in scheduling, and the ability to professionally handle sensitive client interactions while maintaining service excellence.

Work Schedule

• Schedule: Monday to Friday
• Time Zone: Must align with client operational requirements
• Flexibility: Required based on appointment volume and business needs
• Work Environment: Remote - Kingston, St. Andrew & St. Catherine
  

Essential Job Functions

(Listed in order of importance with approximate % of time. Total equals 100%.)

1

Appointment Coordination – Manage inbound and outbound calls to schedule client appointments accurately and professionally. Process appointment requests received through email and other communication channels while ensuring all required information is captured and documented.

35%

2

Appointment Management & Rescheduling – Reschedule missed appointments, correct scheduling errors, adjust appointments based on case changes, and ensure all updates are accurately reflected in scheduling systems.

20%

3

Client Communication & Customer Service – Conduct courtesy calls regarding delays, schedule changes, appointment confirmations, and service updates while maintaining a professional and client-focused experience.

15%

4

Voicemail Monitoring & Follow-Up – Monitor, document, and respond to voicemail messages within established service-level expectations to ensure timely client communication and issue resolution.

10%

5

Escalation Management – Notify Team Leads regarding counselor delays, no-shows, client complaints, scheduling conflicts, or escalation requests requiring management intervention.

10%

6

Documentation & Administrative Support – Maintain accurate records of client interactions, appointment activity, scheduling updates, and communication logs while ensuring data integrity and compliance.

10%

Required Qualifications (Knowledge, Skills & Experience)

• Minimum 1-2 years of experience in customer service, appointment scheduling, call center operations, administrative support, or a related field.
• Strong verbal and written English communication skills.
• Excellent customer service and interpersonal skills.
• Strong organizational and time-management abilities.
• Ability to prioritize tasks and manage multiple responsibilities simultaneously.
• High attention to detail and accuracy when managing schedules and client information.
• Ability to work effectively in a fast-paced environment while maintaining professionalism.
• Strong problem-solving skills and ability to manage scheduling conflicts.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to work independently with minimal supervision while collaborating effectively within a team environment.

Required Technical Knowledge & Platforms

Candidates should have experience with:

• Scheduling and appointment management systems
• CRM platforms and customer management tools
• Microsoft Office Suite (Outlook, Word, Excel)
• Email communication platforms
• Data entry and record management tools

Responsibilities include:

• Scheduling and maintaining client appointments
• Updating and managing appointment records
• Processing inbound and outbound communication
• Monitoring voicemail queues and follow-up activities
• Documenting client interactions and scheduling changes
• Maintaining data accuracy across scheduling systems

Preferred Qualifications

• Previous experience in healthcare scheduling, counseling services, insurance, benefits administration, or professional services environments.
• Experience working in a high-volume call center or customer support setting.
• Experience utilizing CRM and workforce management systems.
• Familiarity with service-level agreements (SLAs) and performance metrics.
• Experience handling escalated customer concerns and scheduling conflicts.

Work Conditions / Physical Demands / Technical Requirements

This role operates in a remote or call-center environment and requires:

• Quiet, professional workspace free from distractions.
• Reliable high-speed internet connection.
• Frequent use of telephone, headset, and computer systems.
• Extended periods of sitting and computer use.
• Ability to manage multiple tasks and deadlines simultaneously.
• Ability to maintain focus and professionalism during high-volume periods.

Travel is not required.

Hardware Requirements

• Operating System: Windows 11 or higher
• Processor: Intel Core i5, 8th Generation or higher
• Storage: Minimum of 128 GB HDD
• Audio Equipment: USB noise-cancelling headset

Internet Requirements

• Connection Type: Ethernet connection is mandatory
• Minimum Download Speed: 100 Mbps
• Minimum Upload Speed: 25 Mbps
• Latency: Must remain under 75 ms
• Jitter: Must remain under 20 ms
• Packet Loss: Must remain under 1%
• Loaded Latency: Preferably under 150 ms
• Loaded Jitter: Preferably under 30 ms

Note: Internet requirements may vary depending on client-specific needs. Employees are expected to adjust their connectivity setup accordingly when notified.

Important Notes

• This position plays a critical role in maintaining client satisfaction through accurate scheduling and timely communication.
• Success requires strong attention to detail, responsiveness, and commitment to service excellence.
• Employees are expected to maintain professionalism and confidentiality in all client interactions.
• Responsibilities may evolve based on operational requirements and business growth.

Key Performance Indicators (KPIs)

Performance may be measured through:

• Appointment scheduling accuracy
• Appointment volume managed
• Voicemail response time
• Client satisfaction scores
• Schedule adherence
• Quality assurance scores
• Documentation accuracy
• Escalation handling effectiveness
• Productivity and attendance metrics

Disclaimer

This job description outlines the general nature and level of work performed and is not an exhaustive list of duties or responsibilities. Duties may be adjusted to meet business needs.

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