Appointment Scheduler

About Health Services of North Texas

Health Services of North Texas (HSNT) is a nonprofit community health organization dedicated to providing high-quality, compassionate, and affordable healthcare to individuals and families across North Texas. We serve a diverse and growing patient population and are committed to improving health outcomes, promoting wellness, and reducing barriers to care through accessible, patient-centered services.

Position Overview

The **Remote Appointment Scheduler** is the first point of contact for patients seeking care at Health Services of North Texas. Working from home, this role is responsible for handling high-volume inbound calls, scheduling and confirming appointments, and ensuring a smooth, efficient, and positive patient experience. The ideal candidate is professional, highly organized, tech‑savvy, and passionate about delivering exceptional service in a fast-paced healthcare environment.

Key Responsibilities

- Answer a high volume of inbound calls in a courteous, professional, and timely manner.

- Schedule, reschedule, and cancel patient appointments based on provider availability, clinic protocols, and scheduling guidelines.

- Verify and update patient demographics, insurance details, and contact information in the electronic health record (EHR) system.

- Send and manage appointment reminders (phone, text, email) according to HSNT procedures to reduce no‑shows.

- Triage calls by identifying patient needs and routing calls to the appropriate department (clinical, billing, referrals, etc.).

- Clearly communicate clinic locations, services, hours of operation, and any pre‑visit instructions to patients.

- Follow standardized scripts, scheduling workflows, and quality standards to ensure consistency and accuracy.

- Maintain strict confidentiality of all patient information in accordance with HIPAA and HSNT policies.

- Collaborate with onsite front desk and clinical teams to optimize provider schedules and address scheduling conflicts.

- Document all patient interactions, messages, and appointment changes promptly and accurately.

- Escalate urgent or emergent concerns to clinical staff or supervisors following established protocols.

- Participate in virtual team meetings, trainings, and performance reviews as required.

- Adhere to remote work policies, including workspace, security, and productivity standards.

Required Qualifications

- High school diploma or equivalent (GED).

- Prior experience in appointment scheduling, medical reception, or call center/customer service.

- Strong verbal and written communication skills, with a clear and professional phone presence.

- Comfortable working with computers, multiple screens, and web‑based software; able to learn EHR and scheduling systems quickly.

- Reliable high‑speed internet connection and a quiet, secure home workspace.

- Excellent attention to detail, time management, and organizational skills.

- Ability to handle a high call volume while remaining calm, courteous, and solution-focused.

- Demonstrated commitment to providing empathetic, culturally sensitive service to a diverse patient population.

- Ability to maintain confidentiality and comply with HIPAA and all HSNT policies.

Preferred Qualifications

- Experience working in a healthcare setting (clinic, hospital, community health center, or medical office).

- Familiarity with medical terminology and insurance verification processes.

- Experience using electronic health record (EHR) and practice management systems.

- Bilingual in English and Spanish or another commonly spoken language in North Texas.

- Previous remote work experience in a phone‑based or support role.

Benefits

Health Services of North Texas offers a competitive, comprehensive benefits package designed to support employee well‑being and professional growth, which may include:

- Competitive salary based on experience.

- Medical, dental, and vision insurance options.

- Paid time off (PTO) including vacation, sick leave, and paid holidays.

- Retirement plan options (e.g., 401(k) or similar) with potential employer contribution.

- Employer‑paid or subsidized life and disability insurance (if applicable).

- Employee Assistance Program (EAP) and wellness resources.

- Opportunities for ongoing training, professional development, and internal career growth.

- Stable, mission‑driven work environment with a strong focus on patient and community impact.

(You can replace may include items with your exact benefits and details for added impact.)

Key Competencies

- **Patient‑Focused Service:** Shows empathy, patience, and respect in every interaction.

- **Professionalism:** Maintains a positive, polished demeanor and adheres to standards even under pressure.

- **Remote Readiness:** Manages time effectively, stays self‑motivated, and meets productivity/quality goals while working from home.

- **Team Collaboration:** Communicates clearly with supervisors and colleagues and supports a collaborative culture.

- **Problem Solving:** Quickly identifies issues, thinks ahead, and uses good judgment to resolve or escalate.

Work Schedule

- Full‑time position, typically Monday–Friday, with set shifts (e.g., 8:00 AM–5:00 PM CST).

- Some flexibility may be required based on clinic and call volume needs, including occasional extended hours.