Description

Position Summary: 

The Scheduling Specialist is responsible for coordinating and managing all aspects of patient appointment scheduling for Durable Medical Equipment (DME), Positive Airway Pressure (PAP) devices, and oxygen therapy services. This role ensures timely and efficient delivery, setup, maintenance, and pickup of medical equipment while providing exceptional customer service to patients and healthcare providers.

The lead specialist serves as a subject matter expert, conducts new hire training and mentor to the team. 

Essential Functions and Job Responsibilities:

• Patient Appointment Scheduling: Schedule and coordinate delivery appointments for DME, PAP, and oxygen equipment with patients, ensuring optimal timing based on patient needs and technician availability. Manage appointments for new equipment and coordinate multi-visit installations for complex medical devices.
• Service Coordination: Arrange routine maintenance visits, equipment exchanges, and compliance checks in accordance with manufacturer requirements and patient care plans. Schedule pickup appointments for returned, discontinued, or recalled equipment while ensuring proper documentation.
• Emergency and Urgent Request Management: Prioritize and expedite scheduling for critical patient needs including emergency oxygen deliveries, CPAP equipment failures, and urgent equipment replacements. Coordinate after-hours and weekend service delivery when required.
• Communication and Customer Service: Contact patients to confirm appointments, provide delivery time windows, and communicate any schedule changes or delays. Manage patient inquiries regarding appointment scheduling and provide exceptional customer service throughout the scheduling process.
• Healthcare Provider Coordination: Collaborate with physicians' offices, home health agencies, and hospital discharge planners to coordinate equipment delivery timing with patient discharge and treatment plans. Ensure seamless transitions from healthcare facilities to home care settings.
• Schedule Management and Conflict Resolution: Handle scheduling changes, cancellations, and rescheduling requests efficiently while minimizing disruption to other appointments. Resolve scheduling conflicts and optimize appointment slots to maximize daily productivity.
• Documentation and Reporting: Maintain accurate scheduling records, patient contact information, and appointment outcomes in scheduling systems. Generate daily, weekly, and monthly scheduling reports and performance metrics for management review.
• Technology and System Management: Utilize scheduling software, route optimization tools, and patient management systems effectively. Update patient scheduling preferences, special delivery instructions, and access requirements in system databases.
• Quality Assurance and Compliance: Follow established scheduling protocols and procedures to ensure consistent service delivery. Support quality assurance initiatives and maintain compliance with operational standards and patient care requirements.
• Maintains patient confidentiality and functions within the guidelines of HIPAA.
• Completes assigned compliance training and other education programs as required.
• Maintains compliance with AdaptHealth's Compliance Program.
• Performs other related duties as assigned.

Competency, Skills, and Abilities

• Scheduling Expertise: Knowledge of healthcare scheduling best practices, patient care coordination, and medical equipment delivery coordination with relevant experience
• Technical Proficiency: Advanced proficiency in scheduling software, route optimization tools, Microsoft Office Suite, and patient management systems with ability to learn modern technologies quickly.
• Healthcare Industry Knowledge: Understanding of DME, PAP, and oxygen therapy equipment, patient care requirements, and healthcare delivery timelines with awareness of medical equipment urgency levels.
• Communication Skills: Excellent verbal and written communication skills with professional phone manners for patient interactions and ability to coordinate with healthcare providers and internal teams.
• Organizational Skills: Exceptional time management, diligence, multitasking abilities, and capacity to manage competing priorities in fast-paced healthcare environment.
• Problem-Solving: Strong analytical thinking, critical thinking skills, and ability to resolve scheduling conflicts while maintaining patient satisfaction and operational efficiency
• Professional Attributes: Empathy and patience when dealing with patients, professional ethics, adaptability to changing schedules, and commitment to providing exceptional customer service.
• Work Style: Ability to work independently with minimal supervision while collaborating effectively with cross-functional teams and contributing to department objectives.

Requirements

Education and Experience Requirements:

• High school diploma or equivalent required
• Associate’s degree in business administration, Healthcare Administration, or related field preferred
• Previous experience in healthcare scheduling, customer service, or administrative support preferred.

• Specialist Level: (Entry Level):

One (1) year of work-related experience

• Senior Level:

One (1) year of work-related experience plus

Two (2) years exact job experience

• Lead Level:

One (1) year of work-related experience plus

Four (4) years exact job experience

Physical Demands and Work Environment:

• Extended sitting at computer workstations with repetitive keyboard and mouse use; occasional standing, bending, and lifting to 20 pounds.
• Professional office setting with variable stress levels during peak scheduling periods, urgent patient requests, and operational deadlines.
• Proficiency with computers, office equipment, telecommunications systems, and scheduling software applications
• Sustained concentration, diligence, and ability to manage confidential patient information with discretion.
• Communication: Professional verbal and written communication skills for patient interactions and stakeholder coordination at all organizational levels
• Ability to work independently with minimal supervision and flexibility for occasional extended hours during emergency situations or peak operational periods.