Patient Scheduling Clerk-East of the River-DC

Patient Scheduling Clerk

Job Title: Patient Scheduling Clerk

Location: Washington, DC

Organization: Unity Health Care

Employment Type: Full-Time

About Unity Health Care

Unity Health Care is committed to providing accessible, high-quality, comprehensive healthcare to the Washington, DC community. Our team works collaboratively to support the health and well-being of diverse patient populations while ensuring patients receive timely and compassionate care.

Position Summary

The Patient Scheduling Clerk serves as the first point of contact for patients seeking healthcare appointments. Under the supervision of the Patient Scheduling Center Manager, this position manages a high volume of calls, schedules and coordinates appointments, assists patients with scheduling protocols, and provides professional and courteous customer service.

The Patient Scheduling Clerk uses sound judgment, initiative, and effective communication skills to support efficient operations within the Patient Scheduling Center. The position also serves as a liaison between patients, staff, and health center leadership while maintaining confidentiality and adhering to HIPAA requirements.

Key Responsibilities

• Manage a high volume of incoming calls, including scheduling, rescheduling, confirming, and canceling appointments.
• Return patient callbacks generated through the scheduling system.
• Accurately communicate appointment information to patients in a courteous and professional manner.
• Assess patient needs, create telephone encounters, and route inquiries to the appropriate team for resolution.
• Manage call flow using the TouchPoint desktop application and effectively handle multiple call queues.
• Route calls to the appropriate health center or department for resolution.
• Promptly route urgent calls and provide clear SBAR summaries to the appropriate site, advice nurse, or leadership team member.
• Document calls forwarded to the advice nurse or leadership for tracking and follow-up.
• Collaborate with departments to resolve scheduling conflicts and improve patient flow.
• Verify and update patient demographic and insurance information to ensure accuracy.
• Address patient questions, concerns, and frustrations with patience, empathy, active listening, and professionalism.
• Collaborate with other departments to correct and update patient referrals as needed.
• Fax missed or updated referrals to ambulatory care centers or physician offices to support timely patient care.
• Introduce patients to the patient portal and explain its features and benefits.
• Assist patients with web access and reset locked patient portal accounts when requested.
• Handle sensitive and confidential patient information in accordance with HIPAA and Unity policies.
• Serve as a liaison between patients, staff, and health center leadership.
• Review patient information for accuracy and completeness and assist patients when necessary.
• Maintain established customer service standards and meet expected talk-time and wait-time guidelines.
• Maintain a clean, organized, and safe work environment.
• Maintain files and client databases accurately.
• Meet established performance metrics, goals, and benchmarks.
• Assist with training new staff members as needed.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent.
• Minimum of one (1) year of experience in an office setting, preferably in a medical office environment.
• Bilingual proficiency in English and Spanish preferred.
• Strong customer service skills and professional telephone etiquette.
• Excellent verbal, written, interpersonal, and communication skills.
• Strong attention to detail and accuracy.
• Ability to multitask and work efficiently in a fast-paced environment.
• Basic knowledge of medical terminology and Electronic Health Record (EHR) systems.
• Basic computer skills and ability to work with computer systems and telephones for extended periods.
• Ability to work independently and collaboratively in a team-oriented environment.
• Ability to effectively interact and communicate with individuals from diverse ethnic and cultural backgrounds.
• Typing speed of 40 words per minute preferred.

Why Join Unity?

• Make a meaningful impact by helping patients access timely healthcare services.
• Be part of a mission-driven healthcare organization serving diverse communities in Washington, DC.
• Work collaboratively with patients, healthcare professionals, and multidisciplinary teams.
• Develop valuable experience in healthcare scheduling, patient access, and customer service.
• Contribute to improving the patient experience and supporting efficient healthcare delivery.
• Opportunities to learn and grow within a healthcare environment.