Scheduling Coordinator

Responsibilities

The Scheduling Coordinator is responsible for coordinating and scheduling complex specialty care appointments, consultations, procedures, and related healthcare services for InnovAge PACE participants as directed by Primary Care Providers and the Interdisciplinary Team (IDT). This role serves as a critical liaison between participants, caregivers, specialty providers, transportation teams, and internal clinical departments to ensure timely access to care and seamless care coordination.

The Scheduling Coordinator manages referral-related scheduling activities, authorization support, appointment tracking, and documentation within the electronic medical record (Epic), while maintaining productivity, quality, and compliance standards. Through proactive collaboration with clinical staff, transportation, Adult Day Health Centers, and external provider offices, the Scheduling Coordinator helps remove barriers to care, resolve scheduling challenges, and support positive participant outcomes.

This position requires strong organizational skills, medical scheduling expertise, customer service excellence, and the ability to coordinate high-volume, complex healthcare appointments while ensuring accurate documentation and adherence to organizational, regulatory, and participant-centered care requirements.

The Scheduling Coordinator plays a vital role in supporting participant access to care by coordinating complex specialty appointments, referrals, and healthcare services across internal and external provider networks. Working in partnership with the Interdisciplinary Team (IDT), clinical staff, transportation, and external healthcare organizations, this position ensures participants receive timely, coordinated, and clinically appropriate services aligned with their individualized care plans.

The Scheduling Coordinator is responsible for managing end-to-end scheduling activities, facilitating communication among care stakeholders, maintaining accurate documentation within Epic, supporting authorization and referral workflows, and ensuring compliance with organizational and regulatory standards. Through exceptional customer service, strong attention to detail, and proactive problem-solving, this role contributes to improved participant experiences, operational efficiency, and quality care outcomes across the PACE program.

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, time,
• Provide attentive, responsive, and professional service during all participant and provider interactions.
• Scheduling high complex medical appointments between participants and specialty providers.
• Coordinating referrals and specialty care services.
• Obtaining and tracking consultation notes and diagnostic testing results.
• Managing clinic-based scheduling workflows and participant care coordination activities.
• Performing front-office clinic support functions such as participant check-in and appointment management.
• Preparing and coordinating authorizations related to specialty referrals and services.
• Documenting 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.
• Participating 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

REQUIRED

• 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 experience

PREFERRED

• Using Epic EMR
• Current state issued Certified Nursing Assistant (CNA) license and/or Medical Assistant certificate
• Clinic health care experience in a geriatrics setting
• Experience as a Nursing Assistant in home care, long-term care, daycare or group home