COORDINATOR - NOTIFICATION OF OUTPATIENT APPOINTMENTS

UHS•Guaynabo, Puerto Rico

About The Position

FHCHS of PR, Inc. has extensive experience managing mental health benefits and developing solutions that promote emotional well-being. At FHC Mental Health, the organization works to facilitate access to mental health services and support people throughout different stages of life through prevention, guidance, recovery, and continuity of care. The Coordinator is responsible for notifying members of and confirming previously coordinated mental health outpatient appointments. The role ensures effective, timely, and confidential communication with members, providers, and authorized parties, and supports treatment adherence, continuity of mental health services, and reduction of missed appointments. The position reports to the Director of the Call Center and coordinates functionally with providers, Case Managers, and clinical staff.

Requirements

Bachelor’s degree in health, social work, psychology, or a related field.
Proficiency in computer programs and electronic documentation systems.
Basic knowledge of mental health terminology and services.
Experience or ability using phone systems, documentation platforms, and case management applications.
Excellent verbal communication and customer service skills.
Excellent oral and written communication skills in Spanish.
Ability to handle confidential information with discretion and professionalism.
Ability to work toward productivity and quality goals.
Attention to detail and accuracy in documentation.
Ability to manage sensitive situations with empathy and respect.

Nice To Haves

Bilingual Spanish and English.

Responsibilities

Make outbound phone calls to notify members of and confirm previously coordinated mental health outpatient appointments.
Verify member identity according to established privacy and confidentiality protocols.
Provide appointment date, time, modality, and location information, as applicable.
Document all actions accurately and promptly in designated systems and platforms.
Identify and report unconfirmed appointments, cancellations, rescheduling requests, and difficulties contacting members.
Provide basic guidance about the appointment process and requirements for receiving services.
Communicate with providers, service coordinators, case managers, and other departments involved in members’ care.
Follow up with members who do not respond to initial contact attempts, according to established procedures.
Escalate situations that may require clinical or administrative intervention.
Monitor and comply with departmental productivity, quality, documentation accuracy, and response-time indicators.
Safeguard protected health information and comply with privacy, confidentiality, and regulatory policies.
Participate in training, calibration, and continuous process improvement activities related to notifications and service coordination.
Participate in new projects as assigned by the supervisor or director.