Engagement Specialist - Administration - Hartford, Springfield or Brattleboro (HCRS Employees Only)

HCRS Current Positions•Hartford, VT

12d•$21 - $25

About The Position

Position Purpose : The Engagement Specialist supports safe, timely, and person-centered care by coordinating and managing appointment scheduling across multiple departments and service lines. Serving as a key liaison between individuals served, providers, and care teams, this role ensures accurate and efficient scheduling aligned with clinical protocols, provider availability, and payer requirements. The Engagement Specialist helps improve individuals’ access, supports smooth clinic operations, and contributes to an overall positive experience. Principal Responsibilities and Duties: Coordinate individuals served scheduling, including scheduling and rescheduling individuals; managing noâshows and cancellations; maintaining and prioritizing the waitlist for unassigned individuals; and conducting outreach to fill open appointment slots created by noâshows or lastâminute cancellations. Scheduling appointments across multiple divisions and service types in accordance with prescribed treatment, clinical recommendations, and the scheduling template. Serve as a primary point of contact for individuals served, families, referral sources, and internal care teams regarding scheduling needs. Monitor schedule accuracy and proactively resolve double bookings, conflicting appointments, or incomplete information. Delivering high quality, compassionate customer service that supports a positive patient experience. Verify demographics, insurance coverage, and compliance prior to scheduling. Manage high priority and urgent appointments according to clinical guidelines. Provide patients with clear pre-appointment instructions, including preparation, location details, and documentation requirements (insurance card, guardianship). Assist individuals served in navigating telehealth tools, patient portals, and appointment reminders. As necessary, use de-escalation skills and trauma informed communication when supporting individuals. Notify staff of schedule changes, cancellations, or emergent issues affecting the care of individuals served. Performs engagement specialist specific duties to include: Collaborate with care teams and scheduling teams to identify clients at risk of losing services due to no-show/cancellations Creatively engage clients at risk of losing services to better understand barriers to attendance (transportation, appointment times, childcare etc.) and collaborate with care coordination team as needed to address barriers Engage client in a collaborative process to better understand how to make attendance and services more accessible to them Key Knowledge, Skills and Abilities to successfully perform this job: Excellence in this position includes the following: Thorough knowledge of the agency’s electronic medical record, scheduling policies and procedures and an understanding of billing regulations High attention to detail with consistent accuracy in individual served records and appointments. Demonstrated ability to recognize potential problems and to take appropriate preventive or remedial action in coordination with supervisor. A conscientious and organized work pattern which elicits the confidence of individuals served, co-workers, external contacts and program managers. Collaboration and cooperation with other members of the scheduling team, with a demonstrated commitment to group problem solving. Maintain confidentiality of patient information in accordance with HIPAA and organizational policies. Demonstrated commitment to continuous process improvement. Acting in accordance with all agency policies. Clear, precise and timely written and verbal communication skills, with fast accurate typing and data entry skills. Meeting established expectations for productivity, timely task completion and accuracy. Appropriate and timely use of supervision. Demonstrated ability to effectively resolve workplace conflict. Demonstrated respect for all individuals, applying traumainformedâ communication and deâescalation skills when addressing challenging situations. Demonstrates, models, and actively supports the agency’s mission, values and philosophy of care. Communicates necessary information to supervisors and senior leadership. Contributes to an open and trusting work environment. Demonstrated ability to set appropriate boundaries with self, staff, individuals served and others. Excellent interpersonal skills, including the ability to write and present information well to others. Demonstrated ability to take care of oneself, and to stay calm, patient and self-confident amidst numerous potentially stressful situations, maintaining a sense of humor as appropriate. Modeling appropriate attitudes and behavior, particularly a positive outlook, emotional stability, insight and compassion. Demonstrated pursuit of personal and professional growth and development. Relationships : Supervised by: Admin Services Manager Works closely and collaboratively with other members of Support Scheduling. Works closely with all staff within the agency including the clinical staff, medical staff, MIS staff, finance staff, facilities staff and other administrative support teams. Have extensive contact with consumers and members of the public seeking information or services from the agency. Qualification Statements QUALIFICATION REQUIREMENTS: 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, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE: High School Diploma or equivalent, and one to three years related experience and/or training: or equivalent combination of education and experience. Previous experience with scheduling for multiple programs and services, electronic medical record and compassionate customer service is desirable. LANGUAGE SKILLS: Strong written and verbal communication skills. Ability to listen effectively. Ability to read and interpret documents such as: treatment plans and treatment recommendation documents. Ability to communicate effectively with individuals served, their family members or representatives, service providers, community partners, and team members. MATHEMATICAL SKILLS: Strong basic math skills to support accurate scheduling, time calculations, data entry, and record review. REASONING ABILITY: Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to know when to get help. OTHER SKILLS AND ABILITIES: Strong computer literacy. Ability to work flexible hours. Customer service skills are desirable. Good organizational skills. Ability to maintain confidentiality. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, walk, stand, talk and hear, to use hands to finger, handle, or feel paper, reports and office objects, operate a computer or other keyboard device for long periods. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Working Conditions and Additional Information : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work is usually done in a shared office setting. The noise level is usually quiet to moderate. Note: The above duties or working procedures describe the chief functions of the job. They are not to be considered a detailed description of every duty of the job. Any HCRS employee may be assigned other jobs and duties as required by the agency needs.

Requirements

Thorough knowledge of the agency’s electronic medical record, scheduling policies and procedures and an understanding of billing regulations
High attention to detail with consistent accuracy in individual served records and appointments.
Demonstrated ability to recognize potential problems and to take appropriate preventive or remedial action in coordination with supervisor.
A conscientious and organized work pattern which elicits the confidence of individuals served, co-workers, external contacts and program managers.
Collaboration and cooperation with other members of the scheduling team, with a demonstrated commitment to group problem solving.
Maintain confidentiality of patient information in accordance with HIPAA and organizational policies.
Demonstrated commitment to continuous process improvement.
Acting in accordance with all agency policies.
Clear, precise and timely written and verbal communication skills, with fast accurate typing and data entry skills.
Meeting established expectations for productivity, timely task completion and accuracy.
Appropriate and timely use of supervision.
Demonstrated ability to effectively resolve workplace conflict.
Demonstrated respect for all individuals, applying traumainformedâ communication and deâescalation skills when addressing challenging situations.
Demonstrates, models, and actively supports the agency’s mission, values and philosophy of care.
Communicates necessary information to supervisors and senior leadership.
Contributes to an open and trusting work environment.
Demonstrated ability to set appropriate boundaries with self, staff, individuals served and others.
Excellent interpersonal skills, including the ability to write and present information well to others.
Demonstrated ability to take care of oneself, and to stay calm, patient and self-confident amidst numerous potentially stressful situations, maintaining a sense of humor as appropriate.
Modeling appropriate attitudes and behavior, particularly a positive outlook, emotional stability, insight and compassion.
Demonstrated pursuit of personal and professional growth and development.
High School Diploma or equivalent, and one to three years related experience and/or training: or equivalent combination of education and experience.
Strong written and verbal communication skills.
Ability to listen effectively.
Ability to read and interpret documents such as: treatment plans and treatment recommendation documents.
Ability to communicate effectively with individuals served, their family members or representatives, service providers, community partners, and team members.
Strong basic math skills to support accurate scheduling, time calculations, data entry, and record review.
Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to know when to get help.
Strong computer literacy.
Ability to work flexible hours.
Good organizational skills.
Ability to maintain confidentiality.

Nice To Haves

Previous experience with scheduling for multiple programs and services, electronic medical record and compassionate customer service is desirable.
Customer service skills are desirable.

Responsibilities

Coordinate individuals served scheduling, including scheduling and rescheduling individuals; managing noâshows and cancellations; maintaining and prioritizing the waitlist for unassigned individuals; and conducting outreach to fill open appointment slots created by noâshows or lastâminute cancellations.
Scheduling appointments across multiple divisions and service types in accordance with prescribed treatment, clinical recommendations, and the scheduling template.
Serve as a primary point of contact for individuals served, families, referral sources, and internal care teams regarding scheduling needs.
Monitor schedule accuracy and proactively resolve double bookings, conflicting appointments, or incomplete information.
Delivering high quality, compassionate customer service that supports a positive patient experience.
Verify demographics, insurance coverage, and compliance prior to scheduling.
Manage high priority and urgent appointments according to clinical guidelines.
Provide patients with clear pre-appointment instructions, including preparation, location details, and documentation requirements (insurance card, guardianship).
Assist individuals served in navigating telehealth tools, patient portals, and appointment reminders.
As necessary, use de-escalation skills and trauma informed communication when supporting individuals.
Notify staff of schedule changes, cancellations, or emergent issues affecting the care of individuals served.
Collaborate with care teams and scheduling teams to identify clients at risk of losing services due to no-show/cancellations
Creatively engage clients at risk of losing services to better understand barriers to attendance (transportation, appointment times, childcare etc.) and collaborate with care coordination team as needed to address barriers
Engage client in a collaborative process to better understand how to make attendance and services more accessible to them