Patient Appointment Coordinator

Job Locations US-DC-Washington
Customer Service/Support
Regular Full-Time


Position Overview: Aurotech, Inc. is seeking an energetic and customer-focused Medical Appointment Coordinator to support our federal customer in Bethesda, MD providing top quality service to patients needing to connect with physicians for medical care.
Citizenship: US Citizen

Open to Full-Time and Part-Time Employees


Required Qualifications:

  • Minimum of one-year of experience working in a medical environment, preferably with emphasis on appointment scheduling
  • Must be able to read, write, speak and understand English
  • Accurate data entry and attention to detail.
  • Accuracy -- less than 1% appointment booking error rate
  • Standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative work of the office
  • Computer skills, i.e., Microsoft Office to include Microsoft Outlook
  • Superior customer service and organizational skills
  • Strong verbal and written communication skills and sound judgment
  • Highly organized, detail-oriented with strong organizational skills
  • Ability to work effectively and independently with a positive attitude
  • High school diploma or general education development equivalency (GED) and any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position


Preferred Qualifications:

  • Experience using Composite Health Care System (CHCS) AHLTA and appointment call center software
  • Working knowledge of an Automated Computer System
  • Basic Knowledge of the Military Health Care System and/or general medical terminology


  • Receive phone calls from patients and proactive line
  • Call patients to schedule appointments with Primary Care Manager (PCM) or specialty clinic
  • Document appointment within customer’s proprietary database
  • Send patients email confirmation messages through proprietary database with appointment date, time, clinic provider, and any special/clinic instructions
  • Update all interactions with patient in database including emails, phone calls, voicemails, etc.
  • Determine appointment needs according to local and regional managed care rules
  • Search for patient demographics in proprietary database and verify patient eligibility status using several systems
  • Initiate calls to patients to process waitlist requests
  • Compile information into statistical reports
  • Spot check scheduled appointments
  • Prioritize beneficiary appointments to be scheduled in accordance with Tricare Access to Care Standards and written guidelines
  • Maintain a high level of accuracy --- less than 1% appointment booking error rate
  • Conduct a DEERS eligibility check on 100% of patients who request an appointment
  • Verify and document eligibility of each patient to whom services are scheduled
  • Gather demographic data information and enter into the patient’s authorized record of medical treatment, AHLTA
  • Forward telephone consults to designated triage nurse for PCM immediately following the completion of T-con
  • Maintain communication with appropriate staff and work closely with technical staff to ensure efficient operation
  • Upon request by the Appointing Team Leader, provide occasional value-added support by assuming Team Lead responsibilities



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