Scheduling Center Representative

Scheduling Center Representative is responsible for greeting guests, answering telephones, scheduling patients and appointment reminders.

Description of Primary Responsibilities

Schedule appointments for patients

  • Answer telephone promptly (within 3 rings) and in a polite and professional manner
  • Obtain and enter accurate demographic information into NextGen (address, telephone number, name of insurance or self-pay status)
  • Working understanding of NextGen: provider templates, tasking and scheduling
  • Schedule appointment correctly - review appointment date, time, location, and provider name with caller
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, hospital discharge records and verification of income - if applicable)
  • Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork
  • Remind caller of cancellation/no-show policy
  • Answer questions in a positive, supportive manner and provide patient-focused service to every caller

Act as a liaison for the patients and the Health Center:

  • Use multi-line telephone and NextGen tasking to direct calls to other departments as needed
  • Use sound judgment and respect with all callers
  • Understanding of when to advance calls to provider, regional manager, nurse or administration

Service patients

  • Make reminder calls as requested
  • Make calls to reschedule appointments when necessary
  • Provide assistance with mailings, aging referrals and other projects as call volume permits

Other reasonably related duties as assigned by supervisor, regional manager or other member of administration.


Description of Primary Attributes

General Development:

  • Must demonstrate excellent customer service
  • Must to exercise good judgement to handle calls appropriately
  • Must be organized, a self-starter and detailed oriented
  • Must be able to work independently and as part of a team
  • Must be able to handle call center environment, work quickly and multitask
  • Must be able to handle confidential and sensitive information

Licenses & Certifications:

  • High School Diploma or Equivalent
  • Prefer prior customer service experience

Communications Skills:

  • Must be able to effectively communicates complex and/or technical information to co-workers, patients and/or vendors