Appointment Coordinator

SUMMARY:

In a customer service orientated manner, coordinate and perform a variety of duties associated with appointment scheduling for patient visits to various RGHS services including RGH and NWH Outpatient Departments, Rochester General Medical Groups, Department of Medicine, Department of Surgery and Behavioral Health Network. Typically serves as the first point at which a patient is registered into the Rochester General Health System

STATUS: FULL-TIME

LOCATION: ElderONE Park North 355 North Park Drive
Rochester, NY 14609

DEPARTMENT: ElderONE

SCHEDULE: Monday-Friday 8am-4:30pm

RESPONSIBILITIES:

• Coordinate appointment requests received via telephone, e-mail, internet, electronic medical record and fax.
• Determine the most appropriate provider, service, and location for appointment based on scheduling guidelines, provider preferences, and patient/referring provider preferences.
• Schedule/reschedule appointments in the scheduling system, following established policies and procedures regarding collection and updating of required demographic, insurance information, and insurance verification
• Reschedule patients from canceled clinics, following established policy and procedure for contacting and rescheduling patients.
• Contact patients from Wait List entries and applicable work lists to schedule appointments following established policies and procedures regarding collection and updating of required demographic, insurance information and insurance verification.
• Identification of services where no payment source has been identified to be followed up by communication of financial assistance and/or payment arrangements.
• Verification of insurance eligibility/coverage and obtaining necessary pre-certifications/authorizations when applicable.
• Ensures the accuracy of all data collected while meeting the regulatory requirements as outlined by the departmental policy.
• Communication with external customers such as but not limited to; payers, physician offices and other departments.
• If qualified, may be asked to interpret on occasion.
• Demonstrates a high level of customer service as the first contact to RGHS by the general public, and health care providers.
• Must be unfailingly courteous and helpful without regard to the manner of the caller.
• Must be able to make appropriate decisions based upon presenting problem.
• Must exercise judgment in dealing with sensitive, confidential information.
• Perform other duties as directed.

MINIMUM QUALIFICATIONS:

• 2 year degree or equivalent preferred.
• 2 years related work experience in a healthcare setting or customer service setting required
• Excellent customer service and communication skills required
• Knowledge of medical terminology and telephone etiquette
• Basic computer skills required – experience with IDX BAR and/or Epic Cadence applications preferred

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.