Job Description

Job Location Eastover - Charlotte, NC 28204

Job Supervisory Responsibilities: None

General Summary: A nonexempt position responsible for making appointments for patients following medical practice procedures. Tasks may be integrated into another position, e.g., receptionist/registration clerk or medical assistant.

Essential Job Responsibilities:

• Answers all incoming patient and provider calls in a timely, professional, accurate, and efficient manner in accordance with company and government guidelines and handles accordingly.
• Ensure proper authorization/referrals are on file, prior to scheduling appointment.
• Schedules appointments for patients either by phone, online, or email.
• Schedules urgent/same day appointments with the physician assistance or physician other than their primary allergist.
• Uses EPM system within the NextGen system to match physician/clinician availability with patient’s preferences in terms of date, time, and location.
• Provides patients with accurate helpful information and guidance regarding Allergy and Asthma Procedures.
• Reviews MD schedules regularly and works to ensure doctors maintain a full schedule.
• Ensures that updates (e.g., cancellations or additions) are input daily into physicians schedules.
• Notifies Patient Services Specialist of same day and next day cancellations or additions to the physician’s schedules.
• Communicates and provides feedback as needed with Supervisor about any patient concerns/issues related to scheduling and system problems.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Retrieves and processes referrals daily from our referring physicians.
• Works closely with the referral coordinator to ensure all referrals are processed in a timely manner.
• Contacts referred patients directly to schedule appointments based on patient and physician preferences.
• Answers all incoming patient and provider calls in a timely, professional, accurate, and efficient manner in accordance with company and government guidelines and handles accordingly.
• Retrieves and processes referrals daily from our referring physicians. Ensure all referrals are processed in a timely manner.
• Works closely with the referral coordinator to ensure all referrals are processed in a timely manner.
• Contacts referred patients directly to schedule appointments based on patient and physician preferences.
• Uses EPM system within the NextGen system to match physician/clinician availability with patient’s preferences in terms of date, time, and location.
• Provides patients with accurate helpful information and guidance regarding Allergy and Asthma Procedures.
• Ensures that updates (e.g., cancellations or additions) are input daily into physicians schedules.
• Communicates and provides feedback as needed with Supervisor about any patient concerns/issues related to scheduling and system problems.
• Uses customer service principles and techniques to deal with patients and providers calmly and pleasantly.
• Occasional overtime may be required.
• Other duties as assigned.

Qualifications

Education: High school diploma.

Experience: Minimum one year of experience in an appointment scheduling position, preferably in a medical practice setting.

Other Requirements: None

Performance Requirements:

Knowledge:

• Knowledge of medical practice protocols related to scheduling appointments.
• Knowledge of manual/computerized scheduling systems.
• Knowledge of customer service principles and techniques.

Skills:

• Skill in communicating effectively with physicians/clinicians about scheduling preferences.
• Skill in maintaining master appointment schedule via manual or computerized means.
• Skill in producing reports about appointment patterns as needed.

Abilities:

• Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
• Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
• Ability to analyze situations and respond appropriately.

Equipment Operated: Standard office equipment with emphasis on computer hardware and software as well as telephone.

Work Environment: Medical office or reception area. Exposure to communicable diseases and other conditions related to clinic setting.

Mental/Physical Requirements: Mostly sedentary with some standing, walking, reaching. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress from handling many calls and patient requests.