Multi-site Dermatology Group Seeks Scheduling Coordinator Portsmouth, NH
Optima Dermatology is recruiting a part time or full time Scheduling Coordinator to join our Patient Services team, based in Portsmouth, NH. Seeking candidates for our employment hubs in the following states: Ohio, New Hampshire, Florida, North Carolina, Indiana, Maine.
Position Details:
The Scheduling Coordinator on the Patient Services team is responsible for reinforcing Optima’s core value proposition to prospective and current patients. The Scheduling Coordinator is responsible for scheduling patients for our practices while providing world class customer service to all callers. The Scheduling Coordinator has a thorough understanding of our providers, procedures, services, and will support patients within their defined scope. This individual often serves as the first impression of Optima Dermatology and responds to inquiries and follows up with prospective patients professionally, representing the organization’s core values in all interactions. The Scheduling Coordinator acts as the liaison between patients, providers, and practices. This individual also serves as an internal service support, assisting with maintaining provider schedules, achieving appointment volume and practice flow targets, waitlist management, and responding to schedule adjustments.
This role currently reports directly to the Director of Patient Experience.
Responsibilities:
- Schedule patient visits in accordance with established procedures. Confirm, cancel, and reschedule appointments. Assist patients with instructions to complete forms, register for portal access, and set appointment expectations
- Notify leadership/practice staff of appointment changes. Discuss scheduling conflicts, errors, and issues with leadership. Provide schedule updates throughout the day
- Evaluate prospective patient needs and interests while providing clear and concise information to help the prospective patient make an informed decision on our offerings
- Understand marketing efforts promotions and campaigns, support these efforts through patient interactions, resulting in achievement of expected appointment conversions
- Engage with prospective patients primarily through phone, email, and portal communication
- Answer all incoming calls, route calls as needed, manage call queues and voicemails, and take detailed, accurate messages. Responsible for handling and/or completing appropriate messages or return phone calls
- Thoroughly understand our provider preferences, service offerings, and schedule patients accordingly
- Consistently achieve the expected goals including but not limited to completion of assigned daily activities, schedule adherence, availability, appointment conversions, product knowledge, quality, and compliance
- Able to identify insurance information and process verification via eligibility as well as support patients with understanding cost and payment options of services
- Call patients to confirm appointments at all practices and outreach no show patients, as directed.
- Perform schedule audits and appropriately manage waitlists to ensure appropriate practice flow and volume targets are achieved
- Follow up with patient’s post-visit for future visit scheduling and reengage patients in need of appointments
- Demonstrate in-depth knowledge of all departments at Optima Dermatology
- Consistently operates within and is measured on ability to build rapport, actively listen, follow up and meet deadlines, internal and external communication, service and support, critical thinking, planning, and problem solving
- Demonstrate effective call handling, including deescalating patients. Appropriately identifies and escalates priority situations
- Work as a collaborative team member within a distributed organization demonstrated by communicating effectively with leaders, providers, practice staff and co-workers. Participate in team/staff meetings and maintain a positive attitude
- Follow all HIPAA guidelines and comply with annual training and understand and operate within defined scope as outlined by company
- Demonstrate our values In Interactions, empathy, and sensitivity towards patient/family rights
- Comply with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations
- Ability to attain basic competencies in operation of computer software Including scheduling programs, CRM, electronic health records, and computerized telephone system
- Maintain compliance with attendance and punctuality requirements and policies outlined in the employee handbook
- Other duties as assigned
Qualifications:
- High School Diploma/GED required. Some college preferred
- A minimum of two years’ customer service experience and genuine interest in people required
- Knowledge of sales/sales experience preferred
- Work experience in a medical/healthcare/aesthetics environment, or healthcare call center required
- Experience with ModMed or similar EMR preferred
- Excellent time management skills and ability to adjust priorities a must
- Must have strong computer skills, proficient In Microsoft Office programs
Compensation
The position will offer competitive compensation. In addition, it will offer the personal reward associated with transforming our patients’ lives and building the most defensible healthcare services platform in the country.
Benefits
Our benefits include generous health, dental, vision, disability, and life insurance.
About Optima Dermatology
At Optima Dermatology, our mission to revolutionize skin care is made possible by our world class team that is highly engaged, mission-driven, and inspired to set the new standard in dermatology. We are growing rapidly and looking for key team members who believe in our mission and want to make a difference in the lives of our patients. We foster a collaborative environment that is fun and hardworking and promise you will work alongside amazing colleagues you are proud to call your teammates.
