Appointment Coordinator

JOB TITLE: Appointment Coordinator

DEPARTMENT: ElderOne - Hudson

LOCATION: 2066 Hudson Avenue Rochester, NY 14617

HOURS PER WEEK: 40

SCHEDULE: Monday through Friday, 8:00AM - 4:30PM  

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.

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.

REQUIRED QUALIFICATIONS

• None

PREFERRED QUALIFICATIONS

• Associates Degree Preferred.
• Two (2) years customer service experience preferred, ideally in a health care setting.
• Strong customer service skills and knowledge of medical terminology preferred.
• Knowledge of terminology used by insurance/managed care health plans preferred.

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

Sedentary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license.

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:

$17.85 - $20.00Rochester14617

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.