Scheduling and Logistics Coordinator

Recovery Centers of America•,

7d•Onsite

About The Position

The Scheduling and Logistics Coordinator is on the front line in the fight against addiction and plays a key role helping RCA to achieve its mission of aiding 1MM patients achieve a life of recovery. The Scheduling and Logistics Coordinator is a critical point of contact as the patient completes the intake process, by providing support to the patient, family and loved one. The Scheduling and Logistics Coordinator’s objective is to get the patient to a Recovery Centers of America substance abuse and addiction facility where they can receive the help they need. The disease of addiction frequently overpowers the will and sensibilities of the Patient and Family who will frequently present obstacles and barriers to admission – the job of the Scheduling and Logistics Coordinator is to assist in removing these obstacles and create solutions to keep the patient and family on-track. The Scheduling and Logistic Coordinator demonstrates compassion, empathy, and care in every interaction. The process for scheduling includes a final verification of pre-admission requirements including the coordination and oversite of transporting the patient to our facility, encouraging, and supporting the patient and their loved ones to remain committed to their scheduled admission, and maintaining communication and engagement with patients who may be ambivalent to treatment. The Scheduling and Logistics Coordinator always conveys a sense of urgency and need to admit same day.

Requirements

Bachelor's Degree preferred
2+ year's professional experience in healthcare, customer service or sales in an admission center environment preferred
Proficiency in Microsoft office. Salesforce experience a plus
Demonstrated experience providing empathetic and compassionate care for individuals in need

Nice To Haves

Experience working in a substance abuse facility, in the treatment of addiction or mental health

Responsibilities

Promptly receives and processes inbound Admission Center interactions via phone, email, chat and/or social media channels
Identifies vulnerable or at-risk admissions and proactively intercedes to get the patient to treatment.
Actively analyzes open cases, determines next steps and patient follow-up strategies. Documents strategies and next steps in case comments while simultaneously collaborating with Advisors to execute against the plan.
Keeps cancellations and readmission targets in the forefront of the Team. Track and speaks to progress against targets in daily staff meetings.
Actively instructs transport drivers on pick-up and discharge priorities. Works collaboratively with Transportation coordinators at the sites to optimize patients being delivered to treatment in a timely manner.
Aids drivers when patients put up barriers to admission. Steps in to serve as the “voice of reason.”
Comforts, motivates, and inspires patients to accept help and successfully intervenes, as needed
Demonstrate leadership, professionalism, and uncompromising ethical behavior
Follows defined policies and procedures, responsible for all phases of the Admissions process from providing program and services information and triage to completing the intake process for admission including, but not limited to: o Pre-screens patients for treatment, identifying psychosocial, mental health and medical issues
Ensures intake documentation is accurate in the RCA salesforce.com system and other relevant systems/technologies
Reviews and understands insurance eligibility
Assesses facility and bed availability based on patient needs and schedules logistics for admissions, including transportation, and intervention services as necessary/requested
Works collaboratively with the Admissions Center team members, field business development team, the facility, and transportation team members and professionals in the community to support safe and efficient admissions to one of our facilities
Connecting all patients to care
All logistics and components relative to scheduling, rescheduling, admitting, and cancelling patient admissions
All logistics and components relative to the coordination, oversight, and follow up of patient transportation to ensure patients are connected to care safely and efficiently
Timely intervention on potential canceled admissions/assessments
Serves as the final gatekeeper of safety, criteria, and viability pre-admission (pushing cases)
Outreach to patients who canceled their admission or did not attend their scheduled outpatient programming to maintain treatment involvement/participation
Adheres to service levels, goals and metrics that measure the performance of the Admission Center, its team members, and its services
Adheres to all regulatory and compliance policies
Adheres to quality assurance guidelines as evidenced by monthly call reviews, daily maintenance of systems, email, team member communications, and maintains up to date required training