Patient Appointment Coordinator | Full-Time|

Heritage Health; Coeur d'Alene (ID); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Health Coverage

PTO 200 hours

Extended Illness Bank

403(b) retirement with employer match

Life & Disability Insurance

EAP

Student loan repayment

LifeFlight membership

Benefits advocate team

Job summary

Heritage Health in Coeur d'Alene, Idaho is seeking a full-time Patient Appointment Coordinator to join our care team. This role serves as the first telephone contact for scheduling dental program appointments, using patient information to determine the nature of requests and to schedule and confirm visits.

The ideal candidate has strong communication skills, experience with multi-line phone systems, and a focus on accuracy and discretion within a busy medical office environment.

Qualifications

• High School graduate or equivalent.
• Experience in customer service, scheduling, or office settings.
• Medical office experience preferred.
• One year of medical assistant experience preferred.

Responsibilities

• Schedules patients’ appointments according to clinic protocols.
• Uses Practice Management System to book and confirm appointments.
• Reviews appointment details (date, time, location, provider) with patients.
• Provides materials list (insurance cards, forms) when needed.
• Performs initial telephone screening and triages as required.
• Calls patients to confirm next day’s appointments.
• Reschedules appointments as needed.
• Supports physician and other health-care provider requests.
• Attends staff meetings and training seminars.

Skills

Customer service

Scheduling

Office administration

Phone system

Education

High School Diploma or equivalent

Tools

Practice Management System

Windows OS

Job description

Description

Heritage Health is seeking a full-time (1.0 FTE) Patient Appointment Coordinator to join our team in Coeur d' Alene, Idaho. We prioritize work-life balance and offer a supportive environment to ensure our team members thrive both professionally and personally.

What You'll Love About Working Here

Purpose-Driven Work: Be part of an organization dedicated to enhancing lives and building healthier communities.

Supportive Culture: Experience a fun, collaborative, and encouraging team environment where your contributions are valued.

Work-Life Balance: Enjoy a predictable schedule so you can focus on what matters most, both at work and at home.

Growth & Collaboration: Work alongside talented professionals who are committed to delivering the best outcomes for our patients and community partners.

Competitive Compensation: Receive a strong pay package and exceptional benefits that support your well-being and future.

Why Join Heritage Health? Enjoy Exceptional Benefits Designed for You

• Comprehensive Health Coverage: 100% employer-paid medical, dental, and vision insurance for full-time employees. Choose from multiple plan options to fit your needs, with generous employer contributions for dependents.
• Flexible Paid Time Off (PTO): Start your first year with 200 hours (25 days!) of all-in-one PTO—covering vacation, personal, sick, and holiday time. Our streamlined PTO program gives you more control and flexibility, plus the option to cash out extra time off. We believe in supporting your work-life balance from day one.
• Extended Illness Bank (EIB): Additional paid time for serious illness or hospitalization, supporting you and your family when it matters most.
• Retirement Savings: 403(b) retirement plan with automatic enrollment and a competitive employer match—100% of the first 3% and 50% of the next 2% you contribute. Build your future with confidence.
• Life & Disability Insurance: Employer-paid life and long-term disability coverage, plus voluntary options for extra protection.
• Employee Assistance Program (EAP): Free, confidential counseling and wellness resources for you and your household, including telehealth visits, legal and financial support, and more.
• Additional Perks: Student loan repayment program for eligible positions, LifeFlight membership for emergency medical transport, and access to a dedicated benefits advocate team for personalized support.

Serves as patients’ first telephone point of contact for making appointments with Heritage Health’s dental programs. Uses patient specific information to accurately determine the nature of an appointment request and independently schedule and confirm patient appointments. Requires discretion, courtesy, and the ability to direct the conversation to keep a busy multi-line telephone system moving.

Requirements

• High School Graduate or equivalent.
• Previous experience in customer service, scheduling, or office settings with multi-phone line systems is required.
• Medical office experience preferred.
• One year of prior medical assistant experience is preferred.

Your Essential Duties

• Schedules patients’ appointments appropriately according to clinic protocols; handles majority of telephone requests for appointment in the medical department.
• Schedules appointment using current Practice Management System.
• Reviews appointment date, time, location, and provider name with patient for accuracy.
• Reviews list of materials for patient to bring to appointment when necessary (insurance cards, forms, etc.)
• Performs initial telephone screening of patients and directs urgent phone calls to triage nurse as needed per protocol.
• Calls patients to confirm next day’s appointments.
• Reschedules appointments as needed.
• Supports physician and other health-care provider requests.
• Attends staff meetings and training seminars as required.
• Heritage Health staff have an active role in our Patient Centered Medical Home model of care.
• This role is designated as part of the Heritage Health PCMH Care Team.
• Regular and predictable attendance is an essential function of this position.
• Performs miscellaneous job-related duties as assigned.

Your Success Factors

• Excellent communication skills – oral and written. Ability to interact effectively with staff and patients.
• Computer skills – Windows based software experience.
• Familiar with operating multi-line phone system.
• Innovation: much of the work is routine, however, may occasionally be involved in projects requiring new ideas or approaches.
• Provides feedback on daily issues and participate in short-term planning with other team members.
• Regular and dependable attendance is essential to the position.
• Knowledge of medical terminology.
• Ability to handle confidential information.
• Exercise independent judgement and discretion.
• Have a pleasant and courteous telephone manner.
• Ability to handle frequent interruptions and deal effectively and calmly in stressful situations.
• Respect and empathy for the diversity of the clients and staff of the clinic.
• Ability to interact positively with fellow staff members.

Job Overview

Working Conditions: Work is normally performed in a typical interior, office work environment in an administrative building. Telecommuting or working remotely may be an option once productivity and quality requirements have been met. Work may be demanding and chaotic at times. May be exposed to patient population that will present a variety of contagious diseases, physical injuries and emotional states of mind.

Physical/Mental Requirements:

• Prolonged periods of sitting and working on a computer.
• May lift up to 15 pounds at times.
• Must be able to access and navigate various departments of a given location.
• Must be able to complete tasks in a noisy or stressful environment.
• Must be able to adhere to process protocol.

Safety: Heritage Health enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each employee is responsible for completing all training requirements, participating in emergency response tasks as requested, and serving on safety committees and teams as requested. In addition, employees must accept the responsibility for maintaining the safety of themselves and others by adhering to all written and verbal instructions, promptly reporting and/or correcting all hazards or unsafe conditions and providing feedback to supervisors and management on all safety issues.