appointment scheduler

JOB SUMMARY

The Appointment Scheduler plays a key role in creating a positive first impression for our multi-office ophthalmology practice. This position is responsible for coordinating appointments for over 15 providers, including ophthalmologists and optometrists, across multiple locations. Success in this role requires excellent phone communication skills, attention to detail, empathy, and the ability to adapt to frequent changes in provider schedules. This is a fast-paced, phone based role with no in-person patient contact.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned

• Answer a high volume of incoming calls professionally and efficiently. Expected to handle calls per day in a team environment.
• Schedule and reschedule patient appointments across multiple locations and provider types.
• Handle last-minute changes due to provider availability, often requiring quick rescheduling and patient communication.
• Triage patient concerns and direct inquiries appropriately within the organization.
• Accurately enter and verify demographic, insurance, and referral information.
• Follow a Scheduling Call Script and meet all required fields in appointment details.
• Monitor and correct provider schedules as needed. This includes running reports as needed for your assigned provider.
• Respond to appointment requests via patient portal, website, and internal tasks.
• Collaborate with clinical and administrative staff to support continuity of care.
• Maintain confidentiality and comply with HIPAA regulations.
• Provide support with additional tasks as needed.

WHO WILL THRIVE IN THIS ROLE

This position may be a strong fit for you if you:

• Enjoy working on the phone and behind the scenes in a team environment.
• Are calm, empathetic, and confident when handling complex or frustrated callers.
• Embrace change and adapt quickly to shifting priorities.
• Take pride in accuracy and clear communication.
• Are comfortable using multiple software systems simultaneously.

WORK SCHEDULE AND EXPECTATIONS

• This is a full-time, in-person position.
• Standard work hours are 7:50 AM to 5:00 PM, Monday through Friday.
• Occasional Saturday coverage is required.
• Attendance at monthly meetings and one-on-one check-ins are required.
• Punctuality and reliability are essential due to the interdependent nature of the role.
• Flexibility is important; provider schedules are subject to change and may require last-minute adjustments that require patient reschedules.

QUALIFICATIONS

To perform this job successfully, an individual should meet the following qualifications:

• Prior experience in a call center or busy medical office is preferred.
• Prior experience in customer service is strongly preferred.
• Familiarity with medical terminology and insurance is helpful.
• Strong communication, problem-solving, and organizational skills.
• Comfortable working in a dynamic environment with frequent changes.
• Proficient in using Windows-based software and electronic medical records.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required.
• One-year certificate from college or technical school is preferred.
• 3-6 months related experience or equivalent combination of education and experience.

LANGUAGE SKILLS

• Read and comprehend instructions, correspondence, and memos.
• Compose professional correspondence.
• Communicate effectively and respectfully with patients, physicians, and team members.

MATHEMATICAL SKILLS AND REASONING ABILITY

• Basic math skills including calculating ages
• Ability to follow procedures and respond to common scheduling problems

PHYSICAL DEMANDS

• Frequent sitting, speaking, and computer use
• Occasional standing, walking, bending, and lifting (up to 20 lbs.)
• Must be able to adjust focus and work at a screen for extended periods

WORK ENVIRONMENT

• Moderate noise level in multi-cubicle office setting
• Fast-paced environment with frequent physician schedule changes