Scheduling Coordinator

Position Overview

The Sleep Scheduling Coordinator serves as the primary point of contact for scheduling sleep-related appointments for new and existing patients. This role supports practices, hospital departments, and ancillary services across the health system. The Coordinator relays patient concerns, processes medication refill requests, and communicates with clinical and office staff per protocol through the designated EMR system.

This position requires a strong customer service mindset, attention to detail, and the ability to manage complex scheduling requests while maintaining compliance with HIPAA and regulatory standards. Coordinators must remain calm in stressful situations, prioritize patient needs effectively, and ensure accuracy when entering patient information, verifying insurance, and coordinating care.

Clerical medical experience is a plus but not required.

Essential Responsibilities

1. Appointment Scheduling & Coordination

• Coordinate and schedule appointments for sleep consults, sleep studies, follow-ups, daytime studies, and home sleep testing.

• Utilize department software systems (Cerner Scheduling, Excel, PowerChart, PowerChart Ambulatory, RevCycle, and other systems as required).

• Manage cancellations, reschedules, and related communication with patients and providers.

• Fill open and same-day appointment slots in accordance with department guidelines.

• Collaborate with clinical team leaders to identify appropriate scheduling options.

• Ensure compliance with regulatory standards.

• Use ICD-10 and CPT codes to verify medical necessity.

• Coordinate with internal teams regarding insurance authorizations.

• Process medical record requests and maintain accurate documentation.

2. Customer Service & Communication

• Deliver high-quality customer service to patients, community members, and internal teams.

• Answer incoming calls and respond to inquiries professionally.

• Greet patients courteously in person and over the phone.

• Use appropriate tone and clearly identify oneself during phone communication.

• De-escalate difficult situations and escalate concerns appropriately.

• Demonstrate strong active listening and clear verbal/written communication skills.

• Meet or exceed established service standards and patient satisfaction guidelines.

3. Medical Records Management

• Process medical record requests and release of information forms.

• Adhere to regulatory standards regarding medical record releases.

• Document all communication and actions related to medical record requests.

4. Patient Check-In & Check-Out

• Ensure all required paperwork is completed and properly documented.

• Confirm and update patient demographics and insurance information.

• Register patients and obtain required consents.

• Ensure patient understanding of rights, responsibilities, and privacy policies.

• Prepare provider charts with updated documentation and records.

• Schedule follow-up appointments per provider orders.

5. Insurance Authorization Support

• Work closely with the authorization team to ensure sleep studies are approved.

• Provide necessary documentation and information for authorization.

• Schedule and reschedule appointments according to authorization guidelines.

• Communicate authorization updates or changes to patients.

• Verify and update insurance information as needed.

6. Additional Responsibilities

• Support departmental operations by completing additional duties as assigned.

Workplace & Behavioral Expectations

Workplace Standards

• Maintain professional appearance and demeanor.

• Demonstrate safety awareness and adhere to workplace safety guidelines.

• Uphold corporate compliance and confidentiality standards.

Behavioral Standards

• Practice professional workplace etiquette.

• Communicate with clarity, courtesy, and respect.

• Foster positive customer and coworker relationships.

• Demonstrate teamwork and a strong sense of ownership.

Qualifications

Required Education

• High School Diploma or GED

Preferred Education

• None specified

Required Experience

• One (1) year of experience in a customer service role or healthcare setting

Preferred Experience

• Two (2) years of experience in customer service or healthcare

• Experience working with practice management software, including scheduling and registration systems

Licenses & Certifications

• None required

Working Conditions

• Standard office environment

• OSHA Category: No potential exposure to blood or body fluids