Scheduling / Intake Coordinator

Pacific Clinics • San Jose, IL

21h

About The Position

Works within the agency’s vision, mission, and philosophy to process internal and external referrals under the supervision of the ABA Client Services Manager. The coordinator uses critical thinking, sound judgment, and solution-focused problem solving while collaborating with the ABA program team, clients, and families to assess changes in schedules and treatment needs and make efficient use of team resources and appointments. The position conducts and coordinates intakes, engages with customers, manages responses to agency referrals, maintains electronic health record (EHR) information, and supports program operations, management, compliance, and quality assurance.

The role responds to service requests and provides information about admissions and services; screens referrals for eligibility and appropriateness; and facilitates intake and discharge processes while maintaining accurate, confidential records. It schedules initial and ongoing appointments, communicates schedule plans and changes, works with customers and staff to resolve scheduling needs, tracks program capacity, and runs reports and checks to identify scheduling issues. The coordinator also verifies payor eligibility and related costs, collects relevant fees or payments, and provides support to the Client Services Department.

The position may involve unsupervised contact with children and driving. Physical tasks may include moving quickly or running, and occasionally lifting or moving up to 25 pounds. Depending on the program or location, physical ability testing and crisis intervention certification may be required.

Requirements

• High school diploma or equivalent.
• At least one year of experience in a highly demanding, fast-paced environment involving multitasking logistics.
• Intermediate skill level with Microsoft Word and Excel.
• Ability to perform the essential duties satisfactorily, with reasonable accommodations as applicable.
• Maintain applicable job requirements, including certifications or licensure and a clear criminal record.
• Must complete a full background check and TB exam.
• 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 required by the program, pass an initial physical abilities test and obtain crisis intervention techniques certification within the first 30 days, with annual certification thereafter.
• If employed 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.
• Possess the vision abilities required for the job, including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
• Driving is required.

Nice To Haves

• Two years of experience in a high-energy, fast-paced environment involving multitasking logistics, preferably 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 and a whole-person-care perspective.
• Respond to service requests by phone, email, fax, or other means 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 collecting and completing required forms.
• Treat customers with dignity and respect, maintain accurate and timely records, and comply with confidentiality standards.
• Assist with EHR entry and maintenance and conduct chart audits in accordance with agency and program standards.
• Use tools to maximize scheduling efficiency and meet required timelines.
• Schedule all initial and ongoing customer appointments 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 schedule changes.
• Propose scheduling solutions that maximize productivity and enter schedules and updates into the EHR and scheduling system with clear, timely documentation.
• Collaborate with management and program staff to track and manage capacity.
• Coordinate onboarding training and shadowing schedules for new hires with management.
• Run reports and perform daily schedule checks for accuracy and completeness; 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 and clarify payor eligibility, copays, and deductibles, and enter information into the EHR.
• Collect relevant fees and payments related to services.
• Support the Client Services Department and perform other program duties as needed.
• Manage time and prioritize tasks to meet deadlines; address complaints and conflicts effectively and keep relevant parties informed.

Benefits

• Medical insurance, subject to eligibility.
• Dental insurance, subject to eligibility.
• Vision insurance, subject to eligibility.
• 401(k) employer match up to 4%.
• Competitive time-off plans, subject to eligibility requirements based on employment status.
• 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
• Career Level: Entry Level
• Education Level: High school or GED