Patient Appointment Coordinator

Brentwood, Tennessee 37027

Post Date: 11/30/2016 Job ID: 13667 Industry: CALL CENTER

Position Summary


A Patient Appointment Coordinator I’ s (PAC) primary responsibility is to schedule appointments for people with hearing loss expressing an interest in improving their lives through better hearing. The PAC I’ s time will be spent supporting all lines of business (LOB) by receiving inbound calls and making outbound calls to patients. As a PAC I it is critical to demonstrate compassion while clearly articulating appropriate script-based questions to patients, as well as maintaining a  professional attitude when interacting with Hearing Care Professionals in order to arrange a local hearing test.


This position will be based out of Brentwood, Tennessee.



·    Learns, understands and communicates basic industry knowledge, by building a product knowledge base around various hearing improvement solutions

·    Communicates clearly and professionally with patients regarding scheduling, cancelling, rescheduling appointments as necessary

·    Collect pertinent patient information and ensure the accurate input of that data into specific CRM systems

·    Complies with and adheres to all regulatory compliance areas, policies and procedures and Contact Center best practices

·     Uses existing procedures to solve routine or standard problems

·     Demonstrates professional etiquette and courtesy when interfacing with patients and

Hearing Care Professionals

·    Meets and maintains required Contact Center standard level metrics and contributes to overall department goals by working within standardized procedures and practices to  achieve objectives and meet deadlines

·    Contribute to the development and growth of Contact Center department by sharing ideas and assisting in related projects to help resolve problems and/or improve productivity




General Skills and Attributes:

·     Applies general knowledge of business developed through education or past experience

·     Has conceptual knowledge of theories, practices and procedures of Contact Center

·    Excellent interpersonal communication skills with the ability to communicate both written and verbally

·     Exhibits positive behaviors when interacting with internal/ external partners

·     Ability to handle multiple tasks and work in a fast paced environment

·     Problem solving skills

·     Strong organizational skills

·     Proficient computer Skills

·     Ability to use MS Word and Excel

·     Proficient order entry speed

·     Meets or exceeds performance scorecard metrics (conversion, quality, etc.)



·     High School diploma or equivalent required, some college preferred


Work Experience:

·     At least one year customer service experience preferred

·     Experience in health care or medical field preferred


Statement of Other Duties:

This document describes the major duties, responsibilities, and authorities of this job, and is not

intended to be a complete list of all tasks and functions.   It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.
healthcare, medical, customer service

David Shelton

David grew up in Cookeville, TN but now calls Franklin, TN home. His time as a Restaurant Manger taught him the importance of service. David is passionate about helping people a looking forward to helping others as a recruiter. Fun facts: You may overhear him yelling "GO DAWGS!" in the fall, and when he is not working he can be found implementing Power Athlete workouts where he can re-capture his former athletic glory!

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