Scheduling Specialist

• Schedule patient appointments accurately in accordance with office policies.
• Obtain and verify patient demographics, insurance, and medical history.
• Update patient information in the electronic health records (EHR) system as needed.
• Follow-up on missed or rescheduled appointments.
• Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management.

• Contact patients to confirm upcoming appointments.
• Assist with closing appointment requests in the event a patient does not respond to contact attempts.
• Contact patients regarding facility cancellations in accordance with Finger Lakes Community Health policies and procedures.

• Coordinate provider availability and optimize scheduling to maximize efficiency and minimize gaps.
• Assist management in identifying opportunities to fill provider schedules.
• Generate and review reports on the status of provider schedules.

• Document call interactions for quality control and follow-up purposes.
• Review call center metrics with the department to identify areas of concern or improvement needed.

• Maintain a comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system.
• Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures.

• Assist with general call center tasks and caller inquiries as needed.
• Perform other related duties as assigned by the supervisor.

• High school diploma or equivalent is required.
• 1+ years in a healthcare or customer service setting preferred.
• A valid government-issued photo identification document is required.
• Possesses introductory knowledge of healthcare billing processes and appointment scheduling.
• Demonstrates the ability to communicate clearly and professionally in a clinical setting.
• Displays developing skill in understanding data and recognizing basic trends.
• Displays ability to perform work accurately and thoroughly.

• Health Center/Clinic: Work within a healthcare facility, interacting with patients and staff.
• Remote: Home or remote office, using virtual communication tools to collaborate and interact with patients and staff.
• Moderate-Paced: Dynamic environment that requires both productivity and accuracy to reach goals and project objectives.
• Office Hours: Standard business hours, with occasional extended shifts based on clinic needs.

• Sitting/Standing: Prolonged sitting with occasional standing or walking.
• Computer Use: Frequent typing and prolonged screen time.
• Headset Use: Prolonged use of a headset or earpiece for calls or virtual meetings.
• Light Lifting: Frequently lifting or carrying objects up to 15 pounds.
• Visual: Clear vision for reading and inspections.
• Hearing Clarity: Ability to hear conversations in person or in virtual communications.

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff.

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