Patient Appointment Coordinator, Burr Ridge

Job Description

Be a part of a world-class academic healthcare system at UChicago Medicine as a Patient Appointment Coordinator at our Burr Ridge Call Center .

Please note this position will be located in Burr Ridge. In this role you will be assigned to specialty scheduling hubs and is the employee responsible for answering and responding to telephone calls received through the main telephone lines of the ambulatory practices

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 required
• 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 preferred
• Knowledge of basic medical terminology

Position Details :

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

Must comply with UCMC’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process.

This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law.

Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire