Scheduling / Intake Coordinator

Pacific Clinics • San Jose, IL

2d

About The Position

Works within the agency’s vision, mission, and philosophy and processes internal and external referrals under the supervision of the ABA Client Services Manager. The coordinator collaborates with the ABA program team, clients, and families to assess changes in schedules and treatment needs, helping ensure effective use of team resources and appointments. The role conducts and coordinates intakes, engages with customers, manages responses to agency referrals, enters and maintains electronic health record (EHR) information, and supports program operations, management, compliance, and quality assurance.

The position handles customer inquiries and referrals; coordinates intake, discharge, and scheduling processes; verifies payor eligibility and related costs; and supports the Client Services Department. It requires accurate, timely documentation, confidentiality, customer-focused communication, and coordination with management and program staff.

Requirements

• High school diploma or equivalent.
• At least one year of experience in a highly demanding, fast-paced environment involving multitasking logistics.
• Intermediate-level skills with Word and Excel.
• Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.
• Ability to maintain applicable job requirements, including certifications, licensure, and a clear criminal record.
• Ability to pass a full background check and TB exam.
• Driving is required.
• May have unsupervised contact with children.
• Must be physically fit enough to help keep clients safe; may need to move quickly or run and occasionally lift or move up to 25 pounds.
• If the program requires it, pass an initial physical abilities test (PATS) and obtain crisis intervention technique certification within the first 30 days and annually.
• At a Neurodevelopment Services location, pass a Human Performance Evaluation Test at a designated company clinic, including lifting, pushing/pulling, repetitive coupling, static weight, and other required movements.
• Required vision abilities include close, distance, color, peripheral, and depth vision, and the ability to adjust focus.

Nice To Haves

• Two years of experience in a highly energetic, fast-paced environment involving multitasking logistics in a medical or behavioral health environment.
• Experience using electronic health records or practice management systems.
• Experience scheduling staff.
• Bilingual in Spanish.

Responsibilities

• Gather required information using empathetic, compassionate active listening.
• Respond to service requests through calls, emails, faxes, and other channels, and enter required information in the EHR according to business protocol.
• Provide customers, caregivers, guardians, and referral sources with information about the admissions process and available services.
• Contact customers and/or management or designees to screen referrals for service eligibility and appropriateness.
• Facilitate timely intake and discharge processes, including completing required forms.
• Treat customers with dignity and respect and maintain accurate, timely, confidential records.
• Assist with EHR entry and maintenance and conduct chart audits in compliance with agency and program standards.
• Use tools to improve scheduling efficiency and meet required timelines.
• Schedule initial and ongoing appointments for customers and coordinate planned schedules and changes with management.
• Communicate schedules and changes to customers, families, schools, and staff; work with customers and program staff to resolve scheduling needs.
• Propose scheduling solutions that maximize productivity and enter schedules and updates promptly in the EHR and scheduling system with clear documentation.
• Collaborate with management and program staff to track and manage capacity.
• Coordinate onboarding training and shadowing schedules for new hires with management.
• Run daily reports and checks to ensure staff schedules are accurate and thorough.
• Run weekly service detail reports and notify staff or managers about items requiring attention.
• Run violation, productivity, and scheduling reports; identify errors or issues and communicate them in a timely manner.
• Verify or clarify payor eligibility, copays, and deductibles, and enter information into the EHR.
• Collect relevant service fees and payments.
• Support the Client Services Department and perform other duties as needed by the program.
• Assist with intake evaluations.
• Resolve conflicts and address complaints or problems promptly and effectively, keeping relevant parties informed and seeking fair outcomes.
• Document pertinent information related to a child’s treatment plan, including interventions and outcomes, according to established charting policies and procedures.
• Promote customer satisfaction by respecting customer needs and expectations, communicating realistically about expectations and deadlines, and supporting excellent customer service.
• Manage time and prioritize tasks to meet deadlines.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) employer match up to 4%
• Competitive time off plans
• Benefits eligibility starts on day one; eligibility requirements vary based on employment status.
• Possible license differential of 8% for LMFT, LCSW, LPCC, PsyD, and select peer certifications, depending on eligibility.
• Possible bilingual differential of up to 7.5% for qualifying direct-service roles or up to $80 per month for qualifying non-direct-service roles.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED