Patient Appointment Coordinator - job 1 of 2

Job Description

Be a part of a world-class academic healthcare system, UChicago Medicine, as a Patient Appointment Coordinator at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

In this role, the Patient Appointment Coordinator will obtain, verify, and input demographic, insurance and referring physician information as required, document messages electronically using appropriate medical terminology, triage calls per protocol and assist callers in a manner consistent with the Ideal Patient Experience approach and philosophy. The Patient Appointment Coordinator will be accountable for achieving performance and service targets and metrics.

Essential Job Functions

• Greets callers warmly and uses the standard greeting 
• Responds to customer inquiries appropriately
• Obtains and inputs demographic, insurance information, and referring physician information for new patient calls
• Schedules the appointment per practice protocols using computerized scheduling systems. Inquiries to see if the patient has special needs and documents appropriately
• Provides pre appointment instructions, directions and messages per protocol

• Verifies, and where necessary, inputs changes in demographic, insurance, and other information for return patient appointment calls

• Follows appropriate protocols or guidelines and uses computerized scheduling systems to investigate scheduling opportunities if the patient voices discontent with schedules offered Works with others if necessary to determine if an accommodation can be made in order to provide patient with an earlier appointment
• Documents all messages electronically using appropriate medical terminology via the In Basket functionality and forwards to the appropriate clinical provider
• Thanks each and every caller and ask if there is any other assistance that can be provided
• Provides service recovery with dissatisfied callers
• Escalate calls per protocol
• Works the wait list according to practice protocol
• Performs basic office duties and other duties assigned

Required Qualifications

• High School Diploma
• Excellent interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff and other customers
• Exceptional customer service skills including the ability to use independent thinking, sound judgment and creativity when resolving customer issues
• Ability to balance multiple priorities and effectively handle challenging situations
• Excellent verbal communication skills
• Basic office skills including 35 wpm typing and 4500 key stokes an hour
• Ability to accurately and efficiently enter alpha numeric data on screen
• Ability to use personal computers and select software applications including Epic
• Successful completion of Cadence Scheduling system training and competencies

Preferred Qualifications

• Associate or Bachelor’s Degree
• Knowledge of basic medical terminology

Position Details

• Job Type/FTE: Full-Time 1.0 FTE
• Shift: Days 8:30am-5:00pm
• Work Location: Burr Ridge Call Center
• Unit/Department: Specialty Medicine 
• CBA Code: 743 Clerical

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

As a condition of employment, all employees are required to complete a pre-employment physical, background check, drug screening, and comply with the flu vaccination requirements prior to hire. Medical and religious exemptions will be considered for flu vaccination consistent with applicable law.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits.  The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.