Intake Scheduler

Job Summary

The Intake Scheduler is responsible for coordinating daily intake schedules, staff assignments, and calendar management to ensure efficient intake operations. This role utilizes queue management tools and scheduling systems to support real-time client flow, assign clients to available staff, maintain accurate calendars, manage scheduling placeholders, and adjust for daily staffing changes. The Intake Scheduler functions as the central coordinator of the intake schedule, ensuring staff availability is accurately reflected and that both scheduled and walk-in clients are routed appropriately in alignment with queue protocols, staffing levels, and management direction.

The Intake Scheduler is responsible for coordinating daily intake schedules, staff assignments, and calendar management to ensure efficient intake operations. This role utilizes queue management tools and scheduling systems to support real-time client flow, assign clients to available staff, maintain accurate calendars, manage scheduling placeholders, and adjust for daily staffing changes. The Intake Scheduler functions as the central coordinator of the intake schedule, ensuring staff availability is accurately reflected and that both scheduled and walk-in clients are routed appropriately in alignment with queue protocols, staffing levels, and management direction.

• Manage daily intake schedules across assigned sites, clinicians, and service types.
• Add, adjust, and remove appointments, placeholders, and calendar blocks based on operational needs.
• Assign clients to available staff in alignment with scheduling guidelines, queue visibility, and management direction.
• Maintain accurate staff calendars, including:
  • Availability
  • Absences
  • Lunch coverage
  • Telehealth vs. in-office status
  • Same-day capacity changes
• Adjust schedules throughout the day to account for walk-ins, no-shows, urgent needs, staff absences, over-capacity situations, and workflow disruptions.

• Utilize queue management tools to monitor client status and staff availability in real time.
• Update queue stages to ensure efficient progression from check-in through intake completion.
• Monitor queue alerts, pending assignments, and wait times to prevent delays and bottlenecks.
• Apply established assignment logic (e.g., least-utilized, next-available routing).
• Escalate queue issues, staffing constraints, extended wait times, or assignment barriers to the Intake Manager.

• Coordinate real-time client assignments based on staff capacity, availability, and workflow needs.
• Reassign clients as needed due to PTO, breaks, call-outs, extended sessions, or other disruptions.
• Maintain a balanced and functional schedule throughout the day.
• Support implementation of coverage plans, including affiliate, float, and shared staff resources.

• Collaborate closely with the Intake Manager, Front Desk, and Intake staff regarding schedule changes and client flow.
• Provide real-time updates on staffing changes and queue conditions requiring adjustment.
• Support coordination of scheduled and walk-in clients to align with operational priorities.
• Communicate internal updates regarding wait times, assignments, and next steps as needed.

• Run and upload daily scheduling reports into the queue management system, ensuring timely updates.
• Audit scheduling reports for accuracy and data integrity.
• Track scheduling issues, over-capacity events, reassignment needs, and workflow barriers.
• Maintain accurate records of staff availability and intake scheduling activity.
• Identify recurring scheduling issues and report trends to the Intake Manager.

• Promote timely access to services by maintaining an organized and responsive schedule.
• Reduce delays through proactive schedule management and reassignment.
• Support a calm and efficient intake environment by ensuring scheduling facilitates client flow.
• Demonstrate professionalism, urgency, and flexibility when interacting with staff and clients in a high-volume setting.