Job Title: Appointment Manager

Department: Clinical Services

Reports To: Clinical Services Manager

Supervises: (Insert titles of appropriate staff supervised such as Appointment Schedulers)

Overtime Status:   ☐ Exempt    ☐ Non-exempt

Job Summary: This position is responsible for providing supervision to appointment schedulers and serving as back-up support. Works closely with clinical managers and physicians to ensure physician/clinician and patient appointment preferences are met.

Primary Job Responsibilities: (Select and/or modify these job responsibilities for your position) 

1. Supervises appointment schedulers, including participating in their hiring, training, and evaluation, to ensure the most efficient matching of physician/clinician availability and patient preferences for time and date.
2. Assumes role of appointment scheduler when scheduler is ill or on vacation.
3. Collaborates with information technology department on maintaining and upgrading the computerized scheduling system.
4. Works with clinical services manager and physicians/clinicians to ensure scheduling procedures are meeting needs.
5. Acts as resource for appointment schedulers when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
6. Produces reports on appointment patterns, trends, complaints, and outcomes and analyzes results. Makes recommendations about improvement opportunities.
7. Performs other duties as assigned.

Education: High school diploma or GED; associate’s degree preferred.
 
Experience: Minimum three to five years of scheduling experience, with one year of experience in a clinical setting, preferably a medical practice.
 
Other Requirements: None
 
Performance Requirements:
 
Knowledge:

1. Knowledge of medical practice protocols related to appointment scheduling.
2. Knowledge of medical terminology for interpreting physician instructions and patient needs.
3. Knowledge of confidentiality requirements related to patient information.

Skills:

1. Skill in training new appointment schedulers about medical practice scheduling system.
2. Skill in evaluating scheduler performance and correcting performance deviations.
3. Skill in serving as resource to schedulers with questions or issues and about the computerized system.

Abilities:

1. Ability to communicate instructions clearly.
2. Ability to collaborate with all levels of clinicians and staff to meet needs.
3. Ability to analyze data reports and make recommendations for improvement.
4. Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.

Equipment Operated: Standard office equipment with emphasis on telephone and computer hardware/software.
 
Work Environment: Medical office, well lighted, well ventilated. Work may be stressful due to a busy office.  Continual interaction with others. Infrequent contact with patients. 
 
Physical Requirements: (Documenting physical demands and work environment conditions ensures ADA compliance.) Either go to this link to customize and insert MGMA’s ADA Matrix for this position or, modify and use this recommended statement: “Must possess the physical and mental abilities to perform the tasks normally associated with an Appointment Managers such as some walking, bending, and reaching.  Repetitive use of computer may lead to nerve damage without ergonomic measures.  Occasionally stress from dealing with patients with appointment issues.” 
 
Salary Range:
 
Date:
 
Disclaimer: Please note that this sample job description is intended to serve only as a guide.  It is important to note that state laws may vary regarding requirements concerning scope of practice, care, and/or service across different settings.  Prior to using this document, you should consult the appropriate state agency for any applicable state rules and regulations.