[Hiring] Scheduling Coordinator @InnovAge

Role Description

The Scheduling Coordinator assists in participant care responsibilities by performing receptionist duties, escorting participants to exam rooms, and scheduling and coordinating various appointments between the participant and providers. The Scheduling Coordinator also performs a variety of clerical duties and provides administrative support to all clinic functions.

Essential Functions and Work Responsibilities

• Functional Category: Participant Scheduling and Support (Estimated Percent of time Spent – 50%)
• Schedule appointments with external network specialists for consultations and procedures as ordered by PACE Primary Care Physicians (PCPs).
• Prioritize appointment scheduling based on Expected By Date and clinical urgency as directed by medical staff.
• Collaborate daily with clinical teams to manage participant flow and ensure timely access to care.
• Meet or exceed scheduling productivity standards set.
• Ensure all appointment data and updates are accurately documented in Epic (electronic medical record).
• Serve as a liaison between participants, caregivers, providers, and external specialist offices to coordinate care and resolve scheduling conflicts.
• Notify participants and families of appointment details, including date and time.
• Provide attentive, responsive, and professional service during all participant and provider interactions.
• Schedule high complex medical appointments between participants and specialty providers.
• Coordinate referrals and specialty care services.
• Obtain and track consultation notes and diagnostic testing results.
• Manage clinic-based scheduling workflows and participant care coordination activities.
• Perform front-office clinic support functions such as participant check-in and appointment management.
• Prepare and coordinate authorizations related to specialty referrals and services.
• Document scheduling activities and participant interactions within an EMR to support and maintain the participant's medical record.
• Functional Category: Internal Collaboration & Compliance (Estimated Percent of time Spent – 50%)
• Collaborate closely with the Interdisciplinary Team (IDT), Transportation Department, Adult Day Health Center (ADHC), and clinic staff to coordinate appointments, ensure appropriate support services are arranged, and align scheduling with participant care plans and operational priorities.
• Participate in IDT meetings as appropriate to communicate scheduling updates, identify access barriers, and support timely resolution of participant care needs.
• Coordinate proactively with internal departments to manage schedule changes, transportation adjustments, medically necessary escorts, and coverage needs to prevent service disruptions.
• Maintain accurate and timely documentation in Epic to ensure all departments have visibility into appointment details, changes, and care coordination efforts.
• Support internal audits, quality reviews, and process improvement initiatives as directed to ensure compliance with organizational policies, regulatory requirements, and productivity standards.
• Perform other duties as assigned by the Regional Scheduling Manager.

Qualifications

• 1+ yr administrative, clerical experience, and medical administrative experience that includes filing, record keeping, data entry and providing customer service.
• 1+ yr scheduling experience.
• Must have recent medical scheduling experience within the last 1-2 years of employment.
• 3-5 years of customer service experience.
• Remote work experience.
• Medical Terminology.
• EMR.

Requirements

• Clinic health care experience in a geriatrics setting (preferred).
• Experience as a Nursing Assistant in home care, long-term care, daycare or group home (preferred).
• Using Epic EMR (preferred).

Benefits

• Medical/dental/vision insurance.
• Short and long-term disability.
• Life insurance and AD&D.
• Supplemental life insurance.
• Flexible spending accounts.
• 401(k) savings.
• Paid time off.
• Company-paid holidays.