Patient Attendant

Job Details: Job Location: Eastover - Charlotte, NC, Salary Range: Undisclosed, Job Supervisory Responsibilities: None

General Summary: A nonexempt position responsible for making appointments for patients following medical practice procedures. Tasks may be integrated into another position, e.g., receptionist/registration clerk or medical assistant.

Essential Job Responsibilities:

Answers all incoming patient and provider calls in a timely, professional, accurate, and efficient manner in accordance with company and government guidelines and handles accordingly.
Ensure proper authorization/referrals are on file, prior to scheduling appointment.
Schedules appointments for patients either by phone, online, or email.
Schedules urgent/same day appointments with the physician assistance or physician other than their primary allergist.
Uses EPM system within the NextGen system to match physician/clinician availability with patient’s preferences in terms of date, time, and location.
Provides patients with accurate helpful information and guidance regarding Allergy and Asthma Procedures.
Reviews MD schedules regularly and works to ensure doctors maintain a full schedule.
Ensures that updates (e.g., cancellations or additions) are input daily into physicians schedules.
Notifies Patient Services Specialist of same day and next day cancellations or additions to the physician’s schedules.
Communicates and provides feedback as needed with Supervisor about any patient concerns/issues related to scheduling and system problems.
Uses customer service principles and techniques to deal with patients calmly and pleasantly.
Retrieves and processes referrals daily from our referring physicians.
Works closely with the referral coordinator to ensure all referrals are processed in a timely manner.
Contacts referred patients directly to schedule appointments based on patient and physician preferences.
Answers all incoming patient and provider calls in a timely, professional, accurate, and efficient manner in accordance with company and government guidelines and handles accordingly.
Retrieves and processes referrals daily from our referring physicians. Ensure all referrals are processed in a timely manner.
Works closely with the referral coordinator to ensure all referrals are processed in a timely manner.
Contacts referred patients directly to schedule appointments based on patient and physician preferences.
Uses EPM system within the NextGen system to match physician/clinician availability with patient’s preferences in terms of date, time, and location.
Provides patients with accurate helpful information and guidance regarding Allergy and Asthma Procedures.
Ensures that updates (e.g., cancellations or additions) are input daily into physicians schedules.
Communicates and provides feedback as needed with Supervisor about any patient concerns/issues related to scheduling and system problems.
Uses customer service principles and techniques to deal with patients and providers calmly and pleasantly.
Occasional overtime may be required.
Other duties as assigned.
Qualifications: Education: High school diploma.

Experience: Minimum one year of experience in an appointment scheduling position, preferably in a medical practice setting.

Other Requirements: None

Performance Requirements:

Knowledge:

Knowledge of medical practice protocols related to scheduling appointments.
Knowledge of manual/computerized scheduling systems.
Knowledge of customer service principles and techniques.

Skills:

Skill in communicating effectively with physicians/clinicians about scheduling preferences.
Skill in maintaining master appointment schedule via manual or computerized means.
Skill in producing reports about appointment patterns as needed.

Abilities:

Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
Ability to analyze situations and respond appropriately.

Equipment Operated: Standard office equipment with emphasis on computer hardware and software as well as telephone.

Work Environment: Medical office or reception area. Exposure to communicable diseases and other conditions related to clinic setting.

Mental/Physical Requirements: Mostly sedentary with some standing, walking, reaching. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress from handling many calls and patient requests.