Patient Scheduling Specialist

The Patient Scheduling Specialist works as a part of the Patient Care Team and assists with the overall scheduling experience. The Patient Scheduling Specialist is primarily responsible for providing excellent customer service to all patient contacts via phone and electronic communication and ensuring timely patient access to appropriate levels of care.

Essential Duties And Responsibilities

• Communicate with patients in a courteous and professional manner via telephone and other forms of electronic communication, such as text and live chat features, and ensures that all interactions work towards a goal of patient satisfaction. Promotes a positive approach in all interactions and assures that patients and external providers have an excellent experience on every exchange.
• Direct calls and create detailed and complete telephone encounters on behalf of patients, outside providers, and pharmacies.
• 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.
• Navigates through the patient chart and documents to find requested information for patients and external providers.
• Schedules appointments in JHC’s EHR. Must be knowledgeable of all scheduling components of each JHC department.
• Promotes the Team-Based Care Model by participating in monthly team meetings and all other as-needed team meetings as scheduled by the supervisor. Works in harmony with all staff members at Johnson Health Center and promotes a positive approach to every engagement.
• Reminds patients in a pleasant manner of the date, time, and location of the appointment and the provider that the patient is scheduled to see.
• Reschedules and cancels patient appointments as necessary. Communicates with the patient in a positive and encouraging manner when rescheduling is necessary.
• Demonstrates exceptional listening skills via telephone; able to interpret subtle indications such as tone of voice, hesitations, or incomplete responses.
• Monitors incoming texts, Live Chat messages, and appointment reminder software to ensure there are timely and accurate responses.
• Must be able to meet outlined productivity goals each week while working in a fast-paced environment that requires the ability to multi-task.
• Must 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.
• Performs other duties as assigned.

• Staff members will abide by the Code of conduct as documented in the Corporate Compliance Manual.
• Must demonstrate a personal and professional commitment to Johnson Health Center and its mission.
• Treats all patients and staff with dignity and respect, mindful of the cultural differences of the diverse population we serve.
• Management may modify, add or remove any job functions as necessary, or as changing organizational needs require.
• Physical attendance is an essential element of the job and necessary to perform the essential functions of the Patient Scheduling Specialist position.

Staff members must actively demonstrate dedication and commitment to the core values of JHC.

• Respect – We value and respect each patient, their family, ourselves, and each other.

• Integrity – We are committed to doing the right thing every time.

• Excellence – We will pursue excellence each and every day in activities that foster, teamwork, quality improvement, patient care, innovation, and efficiencies.

• Innovation – We value creativity, flexibility, and continuous improvement efforts.

• Teamwork – We understand that teamwork is the essence of our ability to succeed.

Physical Demand And Working Environment

Fast-paced office setting with travel to other offices often. Lifting and/or exerting force up to 25 pounds occasionally, with frequently moving of objects. Work requires speaking, sitting, bending, walking, standing, hearing, and stooping, kneeling, and repetitive motion with certain activities. 8 hours of constant computer usage. OSHA low-risk position.