Scheduling Coordinator

Serves as the primary point of contact for Sleep appointment scheduling for new and existing patients. Coordinators may schedule for practices, hospital, and ancillary services across the health system. Coordinators may relay patient concerns, medication refill requests, create and send messages to clinical staff, provider or office staff per protocol via Power Chart Ambulatory accurately and timely to the practice. Coordinators may also assist patients by giving basic information about the practice or by following up on a referral.

Coordinators consistently deliver high quality customer service to the patients, community, businesses, and practices we serve. Coordinators must be able to listen to complex situations to prioritize the needs of the patient and research the request to the fullest to ensure accuracy and best patient care. Coordinators are to remain calm in stressful situations. Coordinators must be thorough when entering patient demographics, verifying insurance information, reviewing HIPAA information, previous appointment history, scheduling an appointment, or when sending a message in Power Chart Ambulatory.

Coordinates with internal teams regarding insurance authorizations. Processes medical record requests and maintains accurate documentation.

• 1. Must support practice and/or hospital by coordinating appointment scheduling and relaying messages by utilizing the department software.

• 1. Meets department requirements by demonstrating proficiency in using Cerner Scheduling, Excel, Power Chart, Power Chart Ambulatory, Rev Cycle and other systems as necessary to guarantee best patient care.
• 2. Ensures accuracy by following established guidelines for scheduling appointments.
• 3. Ensures appropriate, detailed and accurate information is entered in the patient chart when sending message through Power Chart Ambulatory.
• 4. Collaborates with clinical team leaders to explore scheduling options to ensure the patient’s and physician’s needs are met and the correct time slots and staff are reserved.
• 5. Manages cancels, reschedules and associated communication with patients, staff and providers.
• 6. Works to fill open slots and same day slots in accordance with guidelines.
• 7. Ensures compliance with regulatory agency standards.
• 8. Coordinates and schedules multidisciplinary patient appointments for patients having consults, sleep studies, follow ups, daytime studies and/or home sleep testing.
• 9. Uses ICD-10 and CPT codes to ensure medical necessity of procedure

• 1. Exhibits behavior that meets or exceeds customer service expectations.
• 2. Ensures customer satisfaction by answering incoming calls.
• 3. Patient feedback survey responses are within department guidelines.
• 4. Greets patients in a professional manner, both in person and over the phone - Always displaying appropriate courtesy and etiquette.
• 5. Uses appropriate tone when communicating and identifies themselves over the phone.
• 6. Handles difficult patients and de-escalates and/or escalates to leadership as appropriate.
• 7. Demonstrates effective and active listening skills to determine need of patient.
• 8. Demonstrates effective and clear verbal and written communication skills to effectively give best patient care.

• 1. Processes medical record requests and associated release of information forms.
• 2. Understands and adheres to standards and regulations pertaining to releasing medical records.
• 3. Documents work and communication completed regarding medical record requests.

• 1. Ensures all patient paperwork is completed and in the chart.
• 3. Registers patients and completes associated consents.
• 4. Ensures patient understanding of consents, patient’s rights and responsibilities and patient privacy.
• 5. Attains most recent insurance information and updates EMR as necessary.
• 6. Prepares charts for providers ensuring patient paperwork, outside medical records,…