Job Overview
We are seeking a skilled Audiologist Appointment Coordinator to join our team. As the primary point of contact for patients, you will be responsible for managing outbound and inbound calls, emails, and referrals; booking, rescheduling, and confirming appointments; and ensuring audiologists' diaries run smoothly.
Key Responsibilities
* Handle high-volume outbound calls, text messages, and emails with empathy and professionalism.
* Schedule, reschedule, and cancel appointments across multiple clinics.
* Verify patient details.
* Send confirmations, reminders, and pre-appointment instructions (SMS/email) and follow up on no-shows.
* Triage basic queries and route clinical questions to the appropriate audiologist.
* Maintain accurate records in the practice CRM system.
* Produce daily/weekly scheduling reports and flag risks (recurring DNA patterns).
* Uphold GDPR & Data protection, confidentiality, and safeguarding standards at all times.
* Participate in continuous improvement – document SOPs, suggest workflow enhancements, and support new service rollouts.
Requirements
* 1–2+ years in medical scheduling, in audiology/primary care reception/dental/or similar high-volume contact centre.
* Strong customer service and communication skills; calm under pressure.
* Excellent attention to detail, spelling, and data entry accuracy.
* Ability to prioritize, manage multiple diaries, and meet daily targets.
* Understanding of GDPR, patient confidentiality, and consent.
* Comfortable handling sensitive conversations with empathy and discretion.
Nice to Have
* Experience in audiology or outpatient clinics.
* Familiarity with call routing/telephony systems (IVR/softphone) and SMS reminder platforms.