Medical Appointment Scheduler (Customer Service Representative), IU Health Center

The IU Student Health Center is proud to be a department within the Office of Student Life, committed to promoting learning and respect in all programs, interactions, and partnerships. We commit to creating and maintaining a welcoming environment where all people are respected, valued, and affirmed so that they may know they matter and belong at Indiana University.

Job Summary

As the 1st point of contact for students seeking care, the Medical Appointment Scheduler is essential in creating a seamless and welcoming healthcare experience. With a strong focus on customer service, efficiency, and attention to detail, this position plays a vital role in creating a positive experience for students accessing healthcare services.

Department Specific Responsibilities

• Ensures provider's schedule runs smoothly.
• Plays a key role in keeping clinic operations organized, from managing after-hours messaging to verifying health records.
• Schedules and cancels appointments across multiple specialties, ensuring accuracy and efficiency.
• Registers patients verifying important information for smooth communication and processing.
• Provides patients with clear information about clinic policies, appointment preparation, and eligibility.
• Assesses appointment needs and refers urgent cases to the walk-in clinic when appropriate.
• Maintains and updates provider schedules, ensuring availability aligns with clinic needs.
• Manages after-hours messaging and updates phone recordings to reflect clinic hours and special schedules.
• Verifies scanned documents in the electronic health record and ensures compliance with retention policies.
• Collaborates with IT and Health Information Management staff to resolve scheduling and documentation issues.

General Responsibilities

• Provides excellent customer service by greeting and assisting customers, and responding to customer inquiries and complaints regarding the organization's products or services.
• Resolves employee questions and problems accurately by researching policies and programs; providing answers to questions and resolutions to problems.
• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.
• Redirects moderately complex questions and issues to higher-level appointed staff and/or leaders.
• Ensures timely and accurate processing of information consistent with university policies. Updates and maintains basic information into databases.
• Maintains high standards of confidentiality of all records and documents.

Qualifications

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED).

WORK EXPERIENCE

Preferred

• Some experience in related field.

SKILLS

Required

• Proficient written and verbal communication skills.
• Maintains a high degree of professionalism.
• Demonstrates time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Demonstrates customer service skills.
• Ability to build strong customer relationships.
• Friendly and service-oriented.
• Strong verbal communication and listening skills.
• Demonstrates problem solving skills.
• Effective interpersonal skills.

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

This is a 10-month per year position.

Work Location

Indiana University Bloomington.

This is an in person position.

Work Hours

This is a 40 hour per week.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Foundational

FLSA: Nonexempt

Job Function: General Administration

Job Family: Customer Service

Click here to learn more about Indiana University's Job Framework.

Equal Employment Opportunity

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

Contact Us

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Telephone: 812-856-1234