Job Title: Sr. Appointment Coordinator

LOCATION: Riedman Campus, 100 Kings Highway South, Rochester NY

DEPARTMENT: Communication Center

HOURS PER WEEK: 40

SCHEDULE: Monday - Friday (8:00AM - 4:30PM)

SUMMARY

Sr. Appointment Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience. The Sr. Appointment Coordinator plays a critical role in the development and onboarding of new team members.  Performs a wide variety of patient care activities, including the prompt and accurate handling of scheduling/registration, addresses patient concerns and communicates courteously throughout the delivery of care. Aims always for first call resolution. Collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit, and maintains all of its support processes.

RESPONSIBILITES:

• Collaborates to deliver a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization.•
• Responds to inbound interactions utilizing EMR to schedule patient appointments, registrations and inquiries following established protocols to ensure patient safety and data integrity.
• Utilizes EMR to proactively contact patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries following established protocols to ensure patient safety and optimize the revenue cycle.
• Processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows. 
• Communicates effectively using EMR messaging, utilizing appropriate smart phrases and workflows. 
• Enrolls and activates patient portal accounts, including answering questions and/or resolving any user issues; escalating according to established process.
• Ensures own compliance with all contact center policies and procedures. Is open to constructive criticism and willing to work on areas identified as needing improvement.
• Complies with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information. 
• Acts as a one-on-one mentor to new hires during onboarding, providing training and coaching to ensure new hires have the necessary skills and direction to be positioned for success
• Support team members throughout the day when questions arise 
• Ensures own compliance with all contact center policies and procedures. Is open to constructive criticism and willing to work on areas identified as needing improvement.
• Perform other duties as directed.

REQUIRED QUALIFICATIONS:

• None

PREFERRED QUALIFICATIONS:

• Associates Degree Preferred
• One year in the role of Appointment Coordinator preferred
• Meets or exceeds the performance expectations of the Appointment Coordinator role
• Possesses strong customer service skills and the ability to demonstrate compassion and empathy. Knowledge of medical terminology preferred.
• Strong verbal and written communication skills including good voice quality, good diction, and articulation are strongly preferred. Knowledge of terminology used by insurance/managed care health plans preferred.
• Ability to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
• Must be free of any type of written corrective action
• Proven coaching effectiveness with prior mentors
• Proficiency in use of computers.
• Proven coaching effectiveness with prior mentors.
• Acted as a mentor to a minimum of 2 new hires.

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

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:

$18.00 - $21.00Rochester14617

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.