Scheduling Coordinator

Scheduling Coordinator

Job Type: Full-Time, In-Office, Five Days per Week
Reports To: Manager of Benefits, HR, and Scheduling
Locations: Quest Pediatric Therapy – Moore, Norman, and Oklahoma City

Position Overview

The Scheduling Coordinator is responsible for coordinating and maintaining patient schedules to support consistent access to therapy services across Quest Pediatric Therapy. This position works closely with families, clinicians, other Scheduling Coordinators, and Quest leadership to schedule evaluations, re-evaluations, ongoing therapy appointments, make-up sessions, and other scheduling needs.

The Scheduling Coordinator plays an important role in maintaining continuity of care for Quest families while supporting productive and efficient clinician schedules. This is a full-time, five-day-per-week, in-office position requiring frequent telephone communication and significant computer and screen time throughout the workday.

Successful Scheduling Coordinators are organized, responsive, comfortable communicating with families and staff, and able to work collaboratively in a fast-paced environment where schedules and priorities may change throughout the day.

Objectives of the Role

• Maintain accurate, efficient, and productive clinician schedules.
• Help families access therapy services as quickly and consistently as possible.
• Respond promptly to cancellations, schedule openings, and other changes that may affect continuity of care.
• Coordinate evaluations, re-evaluations, ongoing treatment sessions, and make-up appointments.
• Communicate effectively with families, clinicians, and other members of the Quest team.
• Work collaboratively with other Scheduling Coordinators to support scheduling needs across Quest locations.

Key Responsibilities

Scheduling and Appointment Coordination

• Schedule initial evaluations, re-evaluations, ongoing therapy appointments, and make-up sessions.
• Maintain clinician schedules and make timely adjustments when cancellations, absences, or other changes occur.
• Contact families regarding available appointments, schedule changes, cancellations, and opportunities to make up missed therapy sessions.
• Work proactively to fill openings in clinician schedules when appropriate.
• Maintain and utilize patient waitlists to help fill available appointment times and connect families with services.
• Coordinate scheduling needs across disciplines and locations when appropriate.
• Review upcoming schedules to identify openings, conflicts, or other concerns requiring attention.
• Accurately document scheduling changes and family communications in Quest's scheduling and electronic medical record systems.

Family Communication

• Communicate with families by telephone, electronic communication, and in person regarding scheduling needs.
• Provide professional, courteous, and helpful customer service during all interactions.
• Clearly communicate appointment times, schedule changes, and applicable Quest scheduling expectations.
• Listen to family concerns and work within Quest policies and available resources to identify appropriate scheduling solutions.
• Escalate family concerns or situations requiring additional assistance to the appropriate Manager or Director.

Clinician and Team Coordination

• Communicate with clinicians regarding schedule openings, changes, make-up opportunities, and scheduling concerns.
• Work collaboratively with Clinical Leads and other members of the Leadership Team when scheduling needs or concerns are identified for their teams.
• Communicate scheduling barriers, recurring concerns, or significant schedule openings to the Manager of Benefits, HR, and Scheduling.
• Work cooperatively with other Scheduling Coordinators to provide coverage and maintain continuity of scheduling operations.
• Collaborate with the Authorization Specialist when authorization status affects a patient's ability to be scheduled or continue services.
• Collaborate with front office staff to ensure families receive consistent information and a positive experience.

Productivity and Schedule Management

• Monitor clinician schedules and respond promptly to unexpected openings.
• Assist in maintaining schedules that support Quest's clinician productivity expectations while also meeting family needs.
• Identify recurring scheduling barriers and communicate concerns to the Manager of Benefits, HR, and Scheduling.
• Assist with waitlist management and schedule utilization as directed.
• Recognize that timely scheduling and follow-up directly affect children's access to care, family satisfaction, clinician productivity, and clinic operations.

Additional Responsibilities

• Answer incoming telephone calls and assist families or route calls to the appropriate staff member.
• Provide general front office support when needed.
• Maintain confidentiality of patient, family, and employee information in accordance with HIPAA and Quest policies.
• Participate in training, staff meetings, and process-improvement activities as requested.
• Perform other scheduling and administrative duties consistent with the responsibilities of the position.

Skills and Qualifications

Education and Experience

• High school diploma or equivalent required.
• Previous experience in scheduling, customer service, medical office administration, or a related position preferred.
• Healthcare or pediatric office experience is preferred but not required.

Technical Skills

• Basic computer skills and the ability to learn electronic scheduling and medical record systems.
• Basic proficiency with email, telephone systems, and common office software.
• Ability to accurately enter, review, and maintain information in electronic systems.
• Ability and willingness to perform work requiring significant computer and screen time throughout the workday.

Communication and Customer Service Skills

• Strong telephone communication and customer service skills.
• Ability to communicate professionally and respectfully with families, clinicians, coworkers, and leadership.
• Comfortable making and receiving a significant volume of telephone calls throughout the workday.
• Ability to remain professional and solution-focused when working with scheduling challenges or frustrated families.

Organizational and Teamwork Skills

• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and respond to frequent schedule changes.
• Ability to work independently while functioning effectively as part of a team.
• Dependable, responsive, and willing to assist coworkers when scheduling or clinic needs arise.
• Demonstrates an understanding that effective scheduling is a shared responsibility that supports both Quest families and clinicians.

Reporting and Collaboration

Scheduling Coordinators report directly to the Manager of Benefits, HR, and Scheduling for scheduling processes, priorities, supervision, and performance.

Scheduling Coordinators also work collaboratively with the Director of Operations regarding family-facing concerns, collections-related matters, front office operations, and other daily operational needs.

Scheduling Coordinators work with Quest's Leadership Team to understand and communicate the scheduling needs of individual clinical teams; however, scheduling direction and supervision remain with the Manager of Benefits, HR, and Scheduling.

Job Category and Time Requirements

• Full-time, five-day-per-week, in-office position.
• This position is not a remote or hybrid position. Regular on-site presence is required to support real-time scheduling needs, family communication, clinician coordination, and clinic operations.
• Regular and reliable attendance is an essential function of the position due to the time-sensitive nature of scheduling responsibilities.
• Work is primarily computer- and telephone-based and requires significant screen time, telephone communication, and prolonged periods of sitting throughout the workday.
• The Scheduling Coordinator must be able to manage frequent interruptions, changing priorities, and time-sensitive scheduling needs while maintaining accuracy and professional communication.
• Occasional support at another Quest location may be required based on operational needs.