Office Coordinator; SUD

Description

Department

Customer Service

Created

1/14/2022

Reports to

Customer Service Manager

Revised

11/21/2024

FLSA Status

Non-exempt

EEO - 1

Administrative Support Workers

Position Type

Full Time

Travel

Occasional travel within service area

Work Hours

40 hours per week

Positions Supervised

None

The Office Coordinator position provides front office services in support of clients and provider staff as part of the agency’s Customer Service Department.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Answers all appointment calls within three rings in a professional and friendly manner and responds to inquiries or directs callers as needed.
• Schedules and reschedules appointments for staff in electronic medical record according to client or provider staff schedule changes for the designated site. Fills openings for all staff within the scheduling system for maximized billing potential.
• Accurately enters all required appointment information into electronic medical record.
• Notifies clients daily by telephone regarding upcoming intake dates and times.
• Communicates with provider staff regarding cancelling and rescheduling client appointments. Resolves cancelled services in the electronic medical record and communicates promptly calendar changes to the relevant staff.
• Follows up with clients to reschedule any missed appointments.
• Accurately documents interactions with clients in the electronic medical record.
• Notifies clients of cancelled appointments for providers who are unable to contact persons due to serious illness or emergency.
• Assists new clients with the registration and intake process, including distributing related forms, explaining various steps, and helping clients to get assigned as quickly as possible to a new therapist after the intake session is completed.
• Ensures client privacy during face-to-face and telephone contacts and demonstrates an understanding of client confidentiality to protect the client, Cross Winds, and staff.
• Maintains provider schedules, including vacations, meetings, trainings and coordinates such schedules with other staff as needed.
• Collects client fees at the time of each appointment and submits collections to the business office according to agency policy.
• Obtains all client signatures on required forms as designated, such as annual releases, consumer rights documentation, and fee updates.
• Communicates with outside agencies, responding to emails and phone calls in a timely manner.
• Works closely with staff across the agency to ensure continuity of client care.

High school diploma or equivalent. Associate’s Degree is preferred.

Two years’ experience scheduling appointments in a medical or behavioral health environment is preferred.

N/A

Computer experience in Microsoft Office programs and basic computer fluency.

Ability to work with persons with serious emotional disturbance and/or severe and persistent mental illness; possess demonstrated interpersonal skills and ability to react effectively in a variety of human service situations; possess excellent customer service skills; ability to preserve confidential information; ability to be assertively professional in working with difficult clients or staff; ability to manage multiple calls and appointment requests or changes in an organized manner;

ability to devise plans of action and regularly assess those plans.

This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and credit card machines.

The physical…