Behavioral Health Scheduling Coordinator

South Coast Children's Society•San Bernardino, CA

2d•Onsite

About The Position

The Behavioral Health Scheduling Coordinator manages all ongoing appointment scheduling for current SCCS clients across San Bernardino and Orange Counties and beyond. This role begins where the Intake Specialist’s work ends: once a client has completed their initial assessment and been enrolled in services, the Scheduling Coordinator owns all subsequent scheduling activity, including ongoing therapy appointments, reschedules, waitlist and backfill management, appointment reminders, telehealth support, no-show follow-up, and coordination with the Authorizations Specialist to ensure no appointment is scheduled without required payer approval. This is a client-facing, detail-intensive role that directly affects retention, access to care, and provider utilization. Performance is measured on fill rate, no-show rate, reschedule rate, provider utilization, and EHR documentation accuracy.

Requirements

High school diploma or equivalent required.
Minimum one year of experience in healthcare scheduling, patient access, or a medical/behavioral health administrative role.
Proficiency in EHR systems (MyEvolve preferred) and standard office software.
Ability to navigate provider schedules, room availability, and multi-site calendars simultaneously.
Strong organizational skills and high attention to detail; ability to manage a large volume of active client appointments across multiple programs and locations without errors or gaps.
Clear, professional telephone and written communication skills; ability to work constructively with clients who are experiencing behavioral health challenges, and with clinical staff across multiple sites.
Working knowledge of HIPAA confidentiality requirements.
HIPAA certification required within 30 days of hire if not already held.
Demonstrated commitment to culturally responsive communication across a diverse service population in San Bernardino and Orange Counties and beyond.
Valid California driver’s license, proof of automobile insurance.
CPR/First Aid certification within 30 days of hire.

Nice To Haves

Associate’s degree or higher in healthcare administration, psychology, social work, or a related field preferred.
Experience in a multi-site or multi-provider environment preferred.
Prior experience in a behavioral health or mental health outpatient setting.
English and Spanish bilingual fluency strongly preferred given SCCS’s service population in San Bernardino and Orange Counties and beyond.

Responsibilities

Manage all ongoing appointment scheduling for enrolled SCCS clients across all programs and locations following the completion of the initial assessment.
Coordinate provider schedules and room availability across all SCCS sites to ensure appointments are booked efficiently and access standards are maintained.
Confirm appointment details with clients, including date, time, provider, location, and telehealth instructions where applicable.
Send reminders and coordinate any pre-appointment documentation as directed.
Handle all rescheduled requests from clients and providers promptly, securing a new appointment at the earliest available time and documenting all changes in MyEvolve/EHR in real time.
Respond to current client scheduling needs as they arise, including urgent appointment requests, provider changes, and site or modality transitions (in-person to telehealth or vice versa).
Escalate scheduling conflicts or clinical concerns to the Manager of Intake Operations.
Contact all clients who missed a scheduled appointment within 24 hours of the no-show. The goal of every follow-up contact is to reschedule the appointment during the same call.
Document all no-show contacts and outcomes in MyEvolve/EHR.
Identify clients with repeated no-shows or inability to reach and flag for clinical follow-up per SCCS protocol.
Manage appointment reminder workflows across text, phone, and email channels by SCCS protocols, ensuring all clients receive timely reminders prior to scheduled appointments.
Track reminder delivery and document outcomes in MyEvolve/EHR.
Maintain and actively manage a waitlist for all programs and providers, using cancellations and open slots to backfill appointments and maximize provider utilization.
Support clients and providers with telehealth platform access, including Zoom link delivery, basic troubleshooting, and escalation of technical issues to the appropriate internal team.
Verify with the Authorizations Specialist that required prior authorizations are in place before scheduling any appointment that requires payer approval.
Flag any client whose sessions are approaching the authorized limit to the Authorizations Specialist for renewal.
Track and report on scheduling KPIs as directed by the Manager of Intake Operations, including fill rate, no-show rate, rescheduling rate, and provider utilization.
Flag trends that indicate systemic access issues, provider capacity gaps, or client engagement barriers.
Enter all scheduling activity, reschedule actions, no-show contacts, and client communications in MyEvolve/EHR at the time they occur.
Maintain compliance with HIPAA confidentiality requirements across all client communications, including phone, text, and any digital scheduling tools used by SCCS.
Complete Virtual Office Check-In (VOC) functions for enrolled clients, including connecting the client record in MyEvolve and updating CSI following assessment confirmation.
Performs other related duties as required and assigned.