Onsite Scheduling Coordinator

Cortica - Neurodevelopmental•Irvine, CA

12h•$26 - $33•Onsite

About The Position

Cortica is looking for a full time Site Care Coordinator to join our growing team at our Irvine center in CA! The Site Care Coordinator optimizes client and provider scheduling to enhance service delivery and operational efficiency. As a consistent point of contact for families and the onsite face of Cortica's centralized scheduling team, they partner with clinical, operational, and shared-services teams to guide families through their Cortica journey: an empathetic partner to families, a supportive and collaborative teammate, following best practices and performing at a consistently high level. Cortica is a rapidly growing healthcare company pioneering the most effective treatment methods for children with neurodevelopmental differences. Our mission is to design and deliver life-changing care – one child, one family, one community at a time. Ultimately, we envision a world that cultivates the full potential of every child. At Cortica, every team member is instrumental in helping us achieve our mission!

Requirements

2+ years of scheduling experience in ABA services or related field.
2+ years in a client services related role.
Demonstrated strong problem-solving skills.

Responsibilities

Handle all in-center scheduling requests, whether from families requesting updates or changes or from operations and clinical team members, ensuring all requests follow established best-practice guidelines and processes.
Take on additional cases to schedule new and existing families, including pulling from the waitlist as provider availability opens.
Create scheduling plans that adhere to best practices, ensuring providers are utilized to their full capacity while aligning with the clients' needs.
Schedule across all service lines for assigned sites, including evaluations, assessments, counseling, developmental therapies (DT), ABA, and medical scheduling.
Provide scheduling support for contract scheduling processes, particularly for Schools-related contracts, and assist with scheduling activities for Value-Based Care (VBC) clients.
Handle client cancellations and provider callouts by promptly arranging alternate coverage, rescheduling, or offering makeup and one-time sessions.
Manage provider Paid Time Off (PTO) requests, forecasting potential schedule gaps and proactively planning to fill them.
Manage the waitlist to promptly place clients into available slots as they arise in provider schedules, optimizing both client satisfaction and resource utilization.
Serve as a consistent point of contact for families, guiding them through their Cortica journey.
Provide families with updates on next steps, wait times, and schedule changes, and close the loop on their requests.
Flag care delays and barriers to the appropriate team.
Collaborate closely with on-site leadership team to address and resolve client scheduling concerns efficiently and professionally.
Collaborate closely with clinical leadership to ensure timely case assignment and management.
While reporting to the centralized scheduling team, take day-to-day direction from local center leadership, including the Site Director, serving as their daily partner on site.
When site direction conflicts with scheduling best practices or centralized guidance, escalate to the scheduling area supervisor for alignment.
Monitor and respond to site email inboxes and text messages, ensuring timely routing and follow-through.
Record all interactions comprehensively in Salesforce and communicate through phone, email, and SMS to ensure clarity and responsiveness.
Keep providers well-informed of any changes to their schedules and swiftly address their inquiries or concerns.
Escalate scheduling challenges in a timely manner.
Utilize scheduling and care-coordination tools such as Axon, Salesforce, Athena, and Bloom.
Maintain accurate, current case and care plan records, including statuses, notes, and next steps.
Use Cortica's Knowledge Base and AI Helpdesk resources for best-practice guidance, escalating to a supervisor when questions remain.
Assist in the development and maintenance of Standard Operating Procedures (SOPs) as processes, guidelines, and software evolve.
Participate in cross-site coverage and cross-training to strengthen team flexibility and support growth across the scheduling team.
On site presence is required 80-100% of the time at site director and client experience leadership discretion.