Join a dedicated healthcare team in the heart of the Midwest region, where your role as an Appointment Coordinator will be vital in ensuring patients receive timely and compassionate service. This position focuses on managing appointment scheduling, providing accurate information, and assisting with patient inquiries in a fast-paced call center environment.

General Summary

The Appointment Coordinator supports patient access by efficiently handling incoming calls, documenting requests, and routing messages appropriately. Delivering respectful and empathetic communication, this role ensures a positive patient experience while maintaining precise records and meeting quality and productivity standards.

Essential Duties and Responsibilities

• Promptly answer incoming calls and accurately document and process messages and requests.
• Assist patients with scheduling appointments and provide clear, compassionate information.
• Represent the organization professionally through phone, electronic, and written communication.
• Maintain accurate patient records in electronic systems to support continuity of care.
• Interpret and communicate detailed information to ensure correct scheduling and follow-up.
• Address patient questions and concerns by identifying needs, offering solutions, and escalating issues when necessary.
• Utilize de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain satisfaction.
• Contribute to call center performance goals and participate in ongoing training and mentoring.
• Maintain confidentiality and comply with HIPAA regulations.

Education

A high school diploma or GED is required. Post-secondary education in healthcare or a related field is preferred.

Experience

Customer service experience is essential, with at least two years preferred in a call center or medical office setting.

Mental/Physical Requirements

Ability to sit for extended periods and use telephone and computer workstations. Strong oral and written communication skills to comprehend and convey detailed information.

Working Conditions

Typical call center environment with frequent interaction with patients, providers, and clinical staff. The role involves managing a moderate to high volume of calls with frequent distractions and prolonged sitting.