Scheduling / Intake Coordinator

Overview

Compensation We Offer  

• The initial compensation for this position ranges from $23.24 - $ 28.81 per hour, depending on experience, location and internal equity considerations

Possible Additional Compensation (may vary based on position eligibility)

• 8% License Differential for LMFT, LCSW, LPCC, PsyD. and select Peer Certifications

• Possible Bilingual Differentials: Up to 7.5% for qualifying direct-service roles; up to $80.00/month flat fee for qualifying non-direct service roles.

Benefits We Offer 

• Benefits Eligibility starts on day ONE

• We provide a robust benefits package which includes medical, dental, vision, See our Benefits Page HERE.

• 401K Employer Match up to 4%

• Competitive Time Off Plans

Must meet eligibility requirements based on employment status

Pay Range

$23.43 - $28.81 per hour
Job Summary

Works within the vision, mission, and philosophy of the agency. Processes internal and external referrals under the supervision of the ABA Client Services Manager. The Scheduling/Intake Coordinator exhibits critical thinking, sound judgment, and solution-focused problem-solving skills. Collaborates with the ABA program team, clients, and their families to assess changes in client schedule and treatment needs in order to ensure the most efficient use of team resources and appointments in serving those clients. Conducts and coordinates intakes, engages with customers, and manages response to agency referrals. Enters and maintains electronic health record (EHR) information. Supports program operations, management, Agency compliance, and quality assurance.

Responsibilities

Customer Engagement and Referrals

• Utilizes whole person care perspective (e.g., empathetic, compassionate active listening) to gather required information in an external and productive manner.
• Respond to and complete service requests (e.g., calls, emails, faxes, etc.) and enter required information in EHR per business protocol.
• Provides information to customers, caregivers, guardians and referral sources regarding the admissions process and available services.
• Contacts customers and/or management or designee to screen for eligibility and/or appropriateness of referral for service.

Intake and Discharge

• Facilitates the timely intake and discharge processes including collection and completion of intake and discharge forms per our business protocol.
• Treats all customers with dignity and respect.
• Maintains accurate and timely records for files and adheres to all standards associated with confidentiality.
• Assist with entry and maintenance of EHR.
• Conducts chart audits in compliance with Agency and program standards.

Scheduling

• Utilizes tools to maximize scheduling efficiencies and meet required timelines.
• Schedules all initial and ongoing appointments for all customers.
• Coordinates with management on planned schedules and any changes.
• Communicates planned schedules and changes to customers (e.g., families, schools) and staff, treating them with dignity and respect.
• Works with customers and program staff to resolve needed schedule changes.
• Proposes scheduling solutions to maximize productivity.
• Enters schedule into the EHR and scheduling system in a timely manner with clear documentation and updates.
• Collaborates with management and program staff to track and manage capacity.
• Coordinates with management to plan onboarding training and shadowing schedules for new hires.
• Runs reports and performs daily checks to ensure accuracy and thoroughness of schedules for program staff.
• Runs service detail report weekly to check for items needing attention; sends notices to staff/managers regarding these items.
• Runs violation report, productivity report, and scheduling report; checks for errors or issues needing to be addressed; communicates these issues in a timely manner.

Payor/Utilization Management

• Verifies/clarifies payor eligibility (e.g., insurance, school, regional center, etc.), copays, deductibles and enters into EHR.
• Collect relevant fees/payments related to services.
• Client Services Department Support
• Other duties as needed by program.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All employees are responsible for keeping job requirements up to date. This can include but are not limited to certifications, licensure, and maintaining a clear criminal record.
• High School Diploma or equivalent required.
• Minimum of one (1) year experience working in a highly demanding and fast paced environment with multi-tasking logistics.
• Intermediate skill level with Word and Excel.
• Preferred Qualifications
• Two (2) years of experience working in a highly energy and fast paced environment with multi-tasking logistics in a medical or behavioral health environment.
• Experience using electronic health records or practice management systems.
• Experience scheduling staff.
• Bilingual in Spanish.

Job Competencies

• Assist in Intake Evaluations
• Takes actions that resolve conflicts in a manner that is best for both the organization and the individuals involved. Addresses complaints and problems quickly and effectively and keeps all parties informed of the status of any negotiations required. Encourages employees to report problems or concerns, and negotiates outcomes that are viewed as fair and even-handed.
• Documents, in a legible manner, pertinent information related to the child's treatment plan, including intervention and outcomes in accordance with established policies and procedures and guidelines for charting.
• Consistently conveys that customers are the highest priority. Respects customer needs and expectations and lets customers know if their expectations cannot be met. Refrains from complaining about (or speaking negatively about) customer behavior or expectations. Communicates in a manner that promotes and sustains customers satisfaction and encourages others to do the same. Achieves these outcomes by ensuring that customers' needs and deadlines are realistic and that they are met. Publicly recognizes those who deliver excellent customer service.
• Manages time and prioritizes tasks to ensure that deadlines are met.

Physical Requirements

Must remain physically fit enough to keep clients self-safe. While performing these duties the employee is required to perform the following physical tasks when the need arises:While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel, crouch or crawl; talk or hear; taste or smell. This also includes the ability to:• Move quickly/runIf program requires, employee must pass an initial physical abilities test (PATS) and be certified in crisis intervention techniques within the first 30 days and annually. If employed at a Neurodevelopment Services location, employee is required to perform and pass a Human Performance Evaluation Test at a designated company clinic. This will include testing for: lifting, pushing/pulling, repetitive coupling, static weight, and other required movements. The employee must occasionally lift and/or move up to 25 pounds.Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Driving Required May have unsupervised contact with children. Requires full background check and TB Exam. We are an Equal Opportunity Employer, which includes providing reasonable accommodations for individuals with a disability. We will consider for employment, qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905.