Appointment Coordinator

455 Independent Living for Seniors; United States; On-site; USD 25,000 - 28,000; Full time

Job summary

Rochester Regional Health in Rochester, NY seeks an Appointment Coordinator to manage patient visit scheduling for RGHS services, ensuring accurate data capture and responsive customer service. You will be the first contact for patients entering the health system, coordinating across departments and care settings.

Primary duties include scheduling, rescheduling, verifying insurance, and directing patients to appropriate providers and locations, while maintaining confidentiality and regulatory

Qualifications

• Customer service experience in healthcare is preferred.
• Strong customer service skills and knowledge of medical terminology preferred.
• Knowledge of terminology used by insurance/managed care health plans preferred.

Responsibilities

• Coordinate appointment requests received via phone, email, internet, EMR or fax.
• Determine provider/service/location based on guidelines and patient preferences.
• Schedule or reschedule appointments in the scheduling system with demographic and insurance data verification.
• Reschedule patients from canceled clinics as needed.
• Contact patients from wait lists/work lists to schedule appointments.
• Identify services without payment source; communicate financial assistance or payment plans.
• Verify insurance eligibility/coverage and obtain necessary pre-certifications/authorizations when applicable.
• Ensure data accuracy and regulatory compliance in data collection.
• Communicate with payers, physician offices and other departments.
• May interpret occasionally if qualified.
• Provide high level of customer service as first contact to RGHS customers.

Skills

Customer service

Medical terminology

Insurance terminology

Education

Associates Degree

Job description

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

Not specified beyond degree above.

LICENSES / CERTIFICATIONS

Not specified.

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 - $20.00

CITY

Rochester

POSTAL CODE

14617

EQUAL OPPORTUNITY EMPLOYER

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.

ABOUT THE ORGANIZATION

Rochester Regional Health is an integrated health services organization serving the people of Western New York, the Finger Lakes, St. Lawrence County, and beyond. The system includes nine hospitals; primary and specialty practices, rehabilitation centers, ambulatory campuses and immediate care facilities; innovative senior services, facilities and independent housing; a wide range of behavioral health services; and Rochester Regional Health Laboratories and ACM Global Laboratories, a global leader in patient and clinical trials. It’s vision is to lead the evolution of healthcare to enable every member of the communities it serves to enjoy a better, healthier life.