Role Description
The Patient Scheduling & Access Coordinator is responsible for maximizing provider schedule utilization across four San Diego County clinics, as well as its remote practices in Texas and Florida. This role owns the day-to-day management of patient recalls, appointment reminders, waitlists, cancellations, and open schedule gaps. You'll proactively reach out to patients who are due or overdue for care, ensure follow-up reminders are properly maintained in the EHR, and work to keep provider schedules consistently full.
This is a metrics-driven, revenue-critical role focused on patient access and schedule optimization — not a traditional front-desk position. Success will be measured by appointment fill rates, recall conversion, open tickler volume, and the ability to backfill cancellations and no-shows.
What You'll Do
• Manage the daily open-tickler queue, proactively contacting patients who are due or overdue for follow-up and getting them scheduled.
• Ensure follow-up reminders (ticklers) are accurately created at checkout, including the correct appointment type and due date.
• Audit the EHR for missing, incorrect, or unresolved ticklers and take action to correct them.
• Maintain annual recall lists for primary care and integrative medicine patients.
• Manage patient waitlists and proactively reschedule patients when appointments are canceled.
• Monitor provider schedules and appointment templates across multiple locations to identify open capacity and scheduling gaps.
• Identify gaps 24–72 hours in advance and fill them using waitlists, overdue patients, and recall lists.
• Perform same-day outreach to backfill cancellations and no-shows.
• Monitor provider and site-level fill rates and maintain accurate tracking of scheduling and access metrics.
• Identify recurring scheduling issues such as underbooked providers, incorrect appointment slot types, or ineffective block-time usage, and bring recommendations to leadership.
• Coordinate with front-desk teams and office managers to ensure consistent scheduling practices across locations.
• Conduct outbound patient outreach through phone calls, text messages, and patient portal communications.
• Handle inbound scheduling questions, escalations, and more complex appointments involving multiple providers.
• Coordinate with patient-facing AI, voicebot, and automated reminder tools to ensure outreach is accurate, timely, and not duplicated.
• Prepare weekly reporting on fill rates, open and overdue ticklers, cancellations, no-shows, recall conversion, and gaps filled.
• Participate in monthly reviews with leadership to discuss patient volume trends, scheduling performance, and opportunities to improve provider utilization.
Qualifications
• 3+ years of experience in medical scheduling, patient access, practice operations, or a similar healthcare operations role.
• Experience managing patient schedules, recalls, waitlists, or appointment follow-ups in a medical practice.
• Multi-site healthcare or practice operations experience is preferred.
• Experience working with electronic health records (EHRs); Athenahealth experience is strongly preferred.
• Strong Excel and spreadsheet skills, with the ability to work with reports and track KPIs.
• Working knowledge of medical appointment types, basic insurance authorization requirements, and appointment sequencing, particularly within primary care.
• Excellent phone presence and strong patient communication skills.
• Highly organized and persistent, with the ability to consistently follow up until appointments are scheduled or otherwise resolved.
• Comfortable working in a metrics-driven environment and being accountable for measurable scheduling and utilization targets.
• Strong attention to detail, particularly when managing appointment types, follow-up dates, and EHR records.
• Proactive problem-solver who can identify scheduling patterns and recommend improvements rather than simply working the queue.
• Able to manage a high volume of patient outreach while maintaining a professional and patient-focused approach.
• Comfortable working independently while coordinating closely with front-desk teams, providers, office managers, and leadership.
Benefits
• Work From Home: Fully remote setup with local support.
• Generous Paid Time Off: Start with 18 paid leaves annually.
• U.S. Holiday Observance: Enjoy U.S. holidays off.
• Healthcare Support: Receive a healthcare stipend to help cover medical expenses.
• Professional Environment: Join a supportive, growth-oriented global team.