Patient Care Scheduler DOE

Job Summary

The Patient Care Scheduler provides on-site client support and real-time scheduling coordination during daily clinic operations. The role conducts check-out scheduling directly with clients, provides printed appointment materials, manages daily room assignments for individual and group services, and supports a smooth flow of client traffic in the building. This position works throughout client-facing areas of the clinic to ensure that appointments are accurately scheduled, service rooms are available, and clients know where to go next.

In partnership with the administrative and clinical teams, the Patient Care Scheduler helps maintain efficient schedules, maximize provider availability, and support strong client engagement in ongoing care.

• Combination of education and experience that provides the knowledge, skills, and abilities required for this position.
• Two years of experience in scheduling, administrative support, or customer service in a fast-paced or client-facing environment.
• Experience with electronic health record systems or scheduling software is preferred.
• Experience in behavioral health, primary care, dental, or other outpatient healthcare settings is preferred.

• None required at time of hire.
• Training provided on the electronic health record system, scheduling workflows, HIPAA, and clinic procedures.

• Greets clients as they exit appointments and completes all follow-up scheduling while they are still in the clinic.
• Reviews the client’s next steps, confirms appointment dates and times, and provides printed reminders or resource materials to support consistent attendance and engagement in services.
• Manages daily room scheduling for individual counseling sessions and group services by preparing and posting the rooming schedule daily, adjusting room placements in real time as appointments begin, end, cancel, or move.
• Assists clients in locating assigned rooms and notifies clinicians when clients have arrived or are waiting to be seen.
• Works closely with the front desk and clinical teams throughout the day to manage same-day needs such as walk-ins, early arrivals, cancellations, or urgent requests, and communicates changes quickly to avoid delays and keep rooms in use.
• Scans documentation into the electronic health record at the time of service and verifies that paperwork is complete, legible, and accurate in spelling, dates, provider information, and appointment type.
• Makes daily outbound reminder calls or messages to confirm upcoming appointments, including admissions, medical visits, and medication management, and records outcomes according to documentation standards.
• Alerts staff when a client needs follow-up, rescheduling, or additional outreach so that at-risk appointments receive timely contact.
• Monitors upcoming schedule openings and collaborates with clinicians to fill available time slots, reviews waitlists or eligible clients, and offers appointment openings to improve continuity of care and schedule efficiency.
• Provides on-site administrative support to the front desk by greeting visitors, answering questions, routing calls, collecting documentation, and maintaining a calm and welcoming lobby environment.
• Uses supportive communication and de-escalation techniques when clients appear confused, anxious, or upset, and seeks assistance from clinical staff when safety concerns arise.
• Completes basic data tracking such as attendance logs, room usage, and appointment confirmation counts, and communicates recurring issues or potential improvements to the Director of Outpatient Operations.
• Assists with UA sample collection and data entry when directed, following established procedures to maintain accuracy, privacy, and chain-of-custody standards.
• Performs additional related duties as assigned to support program and organizational goals.

• Knowledge of confidentiality laws and privacy practices, including HIPAA and 42 CFR Part 2, and ability to protect sensitive information while handling client scheduling, paperwork, and communication.
• Knowledge of trauma-informed communication and awareness that clients may be experiencing stress, anxiety, or behavioral health challenges, in order to support calm, respectful, and client-centered interactions.
• Knowledge of outpatient clinic workflows, including check-in, room usage, and scheduling procedures, and how timely scheduling affects client care and provider availability.
• Knowledge of documentation and data accuracy requirements to ensure correct entry of dates, providers, service types, and scanned records in the electronic health record.
• Skilled in providing calm, clear, and supportive face-to-face communication when clients are confused, anxious, frustrated, or unsure about the next step in their care.
• Skilled in recognizing when a client may be in distress or expressing concerning behavior, and promptly escalating to clinical or…