Job Details

Job Type

Full-time

Description

Job Title: Established Patient Services - Scheduler

Department: Patient Services

Reports To: Patient Services

Employment Status: Full-Time

Location: Tulsa

Work Schedule: M-Th 8:00 AM - 5:00 PM, F 8:00 AM -1:00 PM

Travel Requirements: None

Position Summary

The Scheduler is responsible for serving as the first point of contact for patients by answering incoming telephone calls, scheduling appointments, and coordinating communication between patients, providers, and clinic staff. This position requires exceptional customer service, attention to detail, and the ability to efficiently manage high call volumes while navigating multiple computer systems and following established scheduling protocols. The Scheduler plays a critical role in creating a positive patient experience and ensuring appointments are scheduled accurately and efficiently.

Primary Duties and Responsibilities

• Answer incoming telephone calls promptly and professionally while providing exceptional customer service.
• Schedule, reschedule, and cancel patient appointments in accordance with established scheduling guidelines and provider protocols.
• Serve as a liaison between patients, providers, and clinic staff by communicating information accurately and professionally.
• Manage a high volume of incoming calls while maintaining accuracy and efficiency.
• Navigate multiple computer systems simultaneously to document patient information and schedule appointments.
• Follow established scheduling protocols and clinic procedures to ensure appointments are scheduled appropriately.
• Protect patient privacy by maintaining confidentiality in accordance with HIPAA and organizational policies.
• Communicate clearly and effectively through verbal, written, and electronic communication.
• Work collaboratively with providers and team members to support daily clinic operations.
• Identify scheduling concerns or patient issues and escalate appropriately when needed.
• Maintain an organized work area and complete assigned duties accurately and timely.
• Contribute to process improvements and support a positive, team-oriented work environment.

Qualifications

• Education: High School Diploma or equivalent required.
• Experience: Six months to one year of customer service experience involving frequent public contact required. Medical office, healthcare scheduling, call center, or appointment scheduling experience preferred.

Knowledge / Abilities

• Excellent customer service and interpersonal skills.
• Ability to remain professional and composed in a fast-paced, high-volume environment.
• Strong verbal, written, and electronic communication skills.
• Ability to manage multiple tasks and computer applications simultaneously.
• Ability to learn and consistently apply multiple scheduling protocols.
• Strong attention to detail and commitment to accuracy.
• Basic keyboarding and computer proficiency (approximately 45 WPM preferred).
• Ability to work independently while contributing effectively as a member of a team.
• Sound judgment in identifying issues, solving problems, and seeking assistance when appropriate.
• Commitment to maintaining patient confidentiality and professionalism at all times.

Requirements

REQUIREMENTS

EDUCATION: High School Diploma.

PREVIOUS EXPERIENCE: 6 months - 1 year work experience involving public contact or equivalent background. Prefer computer and scheduling experience.

JUDGMENT, PLANNING, INITIATIVE REQUIRED: Must use good judgment and discretion in greeting and screening patients and in obtaining personal information required for patient's medical record and appointment need.

SKILLS/JOB KNOWLEDGE: Tact - Diplomacy - Aptitude for thoroughness, accuracy and detail - Basic typing skill (45 wpm) - Pleasant voice and works well under pressure. Must possess the ability to work as a team in order to complete the daily task assigned. Initiative during idle times to keep busy.

CONTACT WITH OTHERS: Co-workers - Physicians - Patients - Patients' Families - Clinic Personnel.

PHYSICAL REQUIREMENTS

Prolonged sitting

Repetitive motion of hands and/or wrist.

Lift more than 25 pounds: Occasionally