Scheduling Specialist

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam.

About Finger Lakes Community Health: 

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees, we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Benefits Offered:

• Monday through Friday schedule, closed all major holidays
  
• Medical, Dental, Vision, and Life insurance
• Safe Harbor 3% 401k contribution
• Robust PTO offerings 
• Education assistance

Job Summary: 

The Scheduling Specialist is responsible for coordinating patient appointments and optimizing provider schedules across healthcare facilities. This role ensures efficient scheduling, timely patient access, and adherence to practice protocols while providing excellent customer service.

Main Responsibilities: 

Patient Appointment Scheduling:

• Schedule patient appointments accurately in accordance with office policies.
• Obtain and verify patient demographics, insurance, and medical history.
• Update patient information in the electronic health records (EHR) system as needed.
• Follow-up on missed or rescheduled appointments.
• Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management.

Patient Outreach:

• Contact patients to confirm upcoming appointments.
• Assist with closing appointment requests in the event a patient does not respond to contact attempts.
• Contact patients regarding facility cancellations in accordance with Finger Lakes Community Health policies and procedures.
  

Provider Schedule Optimization:

• Coordinate provider availability and optimize scheduling to maximize efficiency and minimize gaps.
• Assist management in identifying opportunities to fill provider schedules.
• Generate and review reports on the status of provider schedules.

Call Quality Control:

• Document call interactions for quality control and follow-up purposes.
• Review call center metrics with the department to identify areas of concern or improvement needed.

Documentation:

• Maintain a comprehensive record of caller interactions through telephone encounters, actions, and referrals in the electronic health record system.
• Address telephone encounters and actions in the electronic health record system in accordance with Finger Lakes Community Health policies and procedures.
  
  
  

Other Duties:

• Assist with general call center tasks and caller inquiries as needed.
• Perform other related duties as assigned by the supervisor.

Education and Qualifications:

• High school diploma or equivalent is required.
• 1+ years in a healthcare or customer service setting preferred.
• A valid government-issued photo identification document is required.
• Possesses introductory knowledge of healthcare billing processes and appointment scheduling.
• Demonstrates the ability to communicate clearly and professionally in a clinical setting.
• Displays developing skill in understanding data and recognizing basic trends.
• Displays ability to perform work accurately and thoroughly.

Work Environment:

• Health Center/Clinic: Work within a healthcare facility, interacting with patients and staff.
• Remote: Home or remote office, using virtual communication tools to collaborate and interact with patients and staff.
• Moderate-Paced: Dynamic environment that requires both productivity and accuracy to reach goals and project objectives.
• Office Hours: Standard business hours, with occasional extended shifts based on clinic needs.

Physical Requirements: 

• Sitting/Standing: Prolonged sitting with occasional standing or walking.
• Computer Use: Frequent typing and prolonged screen time.
• Headset Use: Prolonged use of a headset or earpiece for calls or virtual meetings.
• Light Lifting: Frequently lifting or carrying objects up to 15 pounds.
• Visual: Clear vision for reading and inspections.
• Hearing Clarity: Ability to hear conversations in person or in virtual communications.

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (notifications@app.bamboohr.com) and may appear as spam