Job Details

Patient/Client Scheduling & Retention Specialist

We are seeking an energetic, organized, and persuasive scheduling specialist who excels at phone communication. The primary goal of this role is to keep provider schedules full and improve patient retention.

Primary Responsibilities

• Forward Scheduling: Maintain full provider schedules.
• Appointment Confirmation: Call patients who have not confirmed next-day appointments.
• Gap Filling: Contact waitlisted patients and conduct recall outreach to fill cancellations and unexpected openings.
• Schedule Optimization: Coordinate with clinical and operational staff to balance appointment types and maximize provider utilization.
• Tracking and Reporting: Record outreach calls, confirmation rates, and filled openings to measure progress toward retention goals.

Performance Goals

The primary key performance indicator (KPI) is the Monthly Appointment Hold Rate:

Completed Appointments ÷ Total Available Scheduled Appointments

• Current baseline: 81%
• Near-term goal: 87%
• Long-term goal: 92%

Monthly Bonus Structure

Bonuses are based on the monthly appointment hold rate:

• Below 85%: $0
• 85%–85.9%: $300
• 86%–86.9%: $500
• 87%–87.9%: $700
• 88%–88.9%: $800
• 89%–89.9%: $900
• 90%–90.9%: $1,000
• 91%–91.9%: $1,100
• 92%–92.9%: $1,200
• 93%–93.9%: $1,300
• 94%–94.9%: $1,400
• 95% or higher: $1,500

Incentive Guidelines & Terms

• Measurement Period: The first through the last calendar day of each month.
• Eligibility: Employees must be in good standing and employed on the payout date.
• Payout: Bonuses are paid during the first payroll cycle after the previous month's results are finalized.
• Disqualification: Manipulating schedule data or failing to complete required next-day confirmation calls will invalidate bonus eligibility for that month.

Qualifications

• One to two years of experience in high-volume phone outreach, appointment scheduling, or customer retention.
• Clear, professional, and persuasive phone communication.
• Proficiency with electronic scheduling systems, EHR/CRM platforms, and spreadsheets.
• Comfort making a high volume of outbound calls.