Healthcare Customer Service Representative – Patient Scheduling

John Clements Consultants, Inc.; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

John Clements Consultants, Inc. is seeking an Patient Appointment Scheduler to coordinate orthopedic clinic appointments, PM&R visits, imaging and ancillary services.

The role supports scheduled patient registration, referral/authorization management, and risk-free communication of appointment details. You will work with clinical teams, front office, and billing to ensure timely access to care.

Qualifications

• High School diploma or equivalent.
• Experience in appointment scheduling, medical office reception, patient registration, call center operations, or customer service.

Responsibilities

• Answer inbound calls, return voicemails, and respond to patient portal messages to schedule, reschedule, confirm, or cancel appointments.
• Schedule new patient, follow-up, post-operative, injection, PM&R, imaging, and ancillary appointments according to provider templates and location availability.
• Register new patients and verify/update demographics, guarantor, and insurance details.
• Identify visit reasons and route accounts for verification, referral, and authorization requirements.
• Determine and document whether referrals, orders, prior imaging, medical records, or authorizations are required.
• Communicate appointment details and estimated financial responsibility to patients.
• Manage scheduling queues, recall and wait lists, and reports.
• Coordinate urgent, same-day, and add-on appointments with clinical staff.
• Support template and access management by handling cancellations and alternate options.
• Manage cancellations, no-shows, and reschedules, with documentation and rebooking.
• Document interactions and scheduling actions in the EHR.
• Route non-scheduling inquiries to the appropriate teams.
• Meet performance expectations for call handling and scheduling accuracy.
• Maintain knowledge of providers, locations, and payer requirements.
• Provide courteous, patient-centered service and de-escalate issues.
• Protect privacy and comply with HIPAA and regulations.
• Participate in team activities and coverage across locations.

Skills

Customer service

Communication

Organizational skills

Problem-solving

De-escalation

Time-management

Education

High School diploma or equivalent

Tools

EHR systems

Practice management scheduling systems

Microsoft Office

Soft-phone / multi-line systems

Job description

About the role

The Patient Appointment Scheduler coordinates patient appointments for orthopedic clinic visits, Physical Medicine & Rehabilitation services, diagnostic imaging, and other ancillary services. As an early point of contact for patients, referring offices, and internal teams, the role ensures accurate registration, appropriate appointment selection, complete referral and authorization information, and clear communication of appointment details and preparation instructions. The Scheduler works in a high-volume office environment and collaborates with clinical teams, front office staff, referring providers, the Contact Center, and Benefits & Authorization teams to support timely access to care.

Key responsibilities

• Answer inbound calls, return voicemails, and respond to patient portal messages and electronic requests to schedule, reschedule, confirm, or cancel appointments.

• Schedule new patient, follow-up, post-operative, injection, PM&R, imaging, and ancillary appointments according to provider templates, appointment types, visit-length guidelines, protocols, and location availability.

• Register new patients and verify or update demographics, guarantor and emergency contact details, referring provider information, communication preferences, and insurance details.

• Identify visit reasons, injury or condition details, date of injury, and case type, then route accounts for verification, referral, and authorization requirements.

• Determine and document whether referrals, physician orders, prior imaging, medical records, or authorizations are required before appointments.

• Communicate appointment dates, times, locations, arrival instructions, required documents, preparation instructions, and estimated financial responsibility guidance.

• Manage scheduling work queues, referral and order pools, recall and wait lists, and unscheduled or pending appointment reports.

• Coordinate urgent, same-day, post-operative, and add-on appointments with clinical staff and provider offices, escalating access barriers when needed.

• Support template and access management by filling cancellations, offering alternate providers, dates, or locations, and reporting schedule conflicts or capacity constraints.

• Manage cancellations, no-shows, and reschedules, including documentation, outreach attempts, and rebooking.

• Document patient and provider interactions, scheduling decisions, and follow-up actions accurately in the electronic health record.

• Route clinical questions, prescription requests, billing inquiries, and other non-scheduling matters to the appropriate teams.

• Meet performance expectations for call handling, scheduling accuracy, registration quality, productivity, availability, and customer service.

• Maintain knowledge of providers, subspecialties, locations, services, appointment types, scheduling protocols, and payer or referral requirements.

• Provide courteous, empathetic, patient-centered service, de-escalate concerns within scope, and escalation unresolved issues.

• Protect patient privacy and confidentiality and comply with HIPAA, information security, documentation, and regulatory requirements.

• Participate in team meetings, training, quality reviews, process improvement activities, and coverage across locations, queues, or schedules as assigned.

What we're looking for

• High School diploma or equivalent

• At least one year of experience in appointment scheduling, medical office reception, patient registration, call center operations, or customer service.

• Experience in a physician practice, hospital, centralized scheduling environment, orthopedic setting, or high-volume inbound call environment is preferred.

• Working knowledge of patient scheduling and registration workflows, insurance types, referral requirements, and basic medical terminology.

• Familiarity with CPT and ICD-10 concepts as they relate to appointment types, orders, and referrals is preferred.

• Proficiency with EHR and practice management scheduling systems, multi-line or soft-phone systems, work queues, patient portals, Microsoft Office, and accurate data entry.

• Strong customer service, communication, organizational, problem-solving, de-escalation, and time-management skills.

• Ability to navigate multiple systems while speaking with patients, manage high call volumes, interpret scheduling protocols, prioritize competing requests, and follow through on pending items.

• Ability to maintain confidentiality and professionalism in a fast-paced, frequently interrupted office environment.

• Availability to support occasional evening, early morning, weekend, multi-location, queue, or shift coverage based on departmental needs.

• Adequate hearing, vision, speech, and manual dexterity to perform telephone, computer, and office duties, including extended periods of sitting and computer use.