The Scheduling Coordinator is responsible for providing quality customer service on a timely basis and interacting with clients to ensure services are accurately scheduled. Responsible for communication and documentation between a wide customer base to include but not limited to, Insurance Carriers, Provider Offices, Attorney Offices and Injured Workers (Claimant)

Outcome/Results

The successful incumbent ensures that all Scheduling requirements are met in a timely and accurate manner ensuring that quantitative results are met without sacrificing qualitative results.

Key Responsibilities

• Delivers quality Customer Service from initial request for service until completion of end product
• Adheres to client protocols and jurisdictional regulations including appropriate documentation of same
• Ensures all referrals have been entered and cases created accurately
• Schedules exams with physician offices and enters date and times through office operating system
• Communicates with clients, physicians and claimants/attorney regarding appointment scheduling, appointment changes, no shows and cancellations.
• Prepares and sends exam notification letters, cancellation letters, no show letters daily
• When required, responsible for initiating and follow up of prompt pre-payment to providers
• Coordinates ancillary services such as transportation/translation as requested, following customer protocol
• Performs appointment reminder calls and appointment follow up calls as necessary
• Contacts appropriate agencies or persons for the purpose of verifying information
• Handles incoming and outgoing calls effectively and efficiently meeting client standards/protocols
• Ability to efficiently and accurately manage high volume of emails in a timely manner
• Communicates immediately with Supervisor with regard to any client concerns
• Operates company software and equipment
• Enters data by inputting alphabetic and numeric information into system via keyboard
• Demonstrates strong organizational skills with the ability to multi-task without compromising extreme attention to detail
• Communicates using correct English, spelling, grammar, and punctuation
• Ability to understand and follow oral and written instructions while adhering to prescribed departmental routines
• Proficiency with imaging/scanning documents
• Maintains confidentiality and discretion as a general rule
• Works effectively as a team contributor on all assignments
• Interacts professionally with other employees as well as clients
• Has a clear and concise understanding, and adheres to, guidelines as they relate to HIPAA, Conflict of Interest, and Ethics
• Understands current URAC standards as appropriate to job functions

Key Competencies/Skills/Abilities

• HS Diploma or equivalent
• Proficient with MS Office Suite
• Excellent communication skills-verbal and written
• Ability to organize and prioritize work effectively
• Ability to accept and apply constructive feedback

Background & Experience

HS Diploma or equivalent

Proficiency with MS Office Suite and Excel

Physical Requirements

• Ability to remain in a stationary position for long periods of time
• Ability to speak and hear
• Manual dexterity sufficient to operate a computer keyboard and calculator
• The employee may be required to walk
• The ability to see details at close range (within a few feet of the observer)