Bilingual Scheduling Coordinator

EMPLOYER INFORMATION
Clifford Beers is a mental health clinic serving children and families. Our mission is to provide integrated services addressing mental, physical, and social determinants in order to improve health, resiliency and quality of life for children, families and communities.
 
PURPOSE
The Bilingual Scheduling Coordinator  will carry out responsibilities, which ensure high quality and coordinated patient care, consistent with the Clifford Beers mission. The Coordinator will report directly to the Practice Administrator. This Coordinator will also receive task supervision by the Director of Nursing. This position is responsible for coordinating patient care; scheduling for the Psychiatry and Outpatient Departments and safeguarding the workflow of the daily clinic to ensure patient needs are identified and addressed expediently.
 
KEY RESPONSIBILITIES
The essential functions of this position, include, but are not limited to:

Customer Service

• Assists families, patients or families’ visitors and directs them to appropriate areas promptly and courteously.
• Facilitates effective communication among program staff, administration, patients and families to ensure seamless service.
• Triages calls to determine service needs for patients and/or providers.
• Manages and maintains an orderly, safe and professional lobby environment.

Psychiatry Department Support 

• Participates in training to administer biometrics for patients
• Facilitates appointment/clinic flow by taking clients back into appointments; takes vital signs and enters them into the electronic health record timely.
• Order and maintain medical supplies for the clinic in accordance with established Clifford Beers policies.
• Clean and disinfect toys, play equipment, and high-touch items at the close of each business day following established health and safety protocols. 
• Oversees patient care schedule and ensures the Director of Nursing/Medical Director is aware of fluctuations related to patient needs or staffing levels by maintaining departmental scheduling spreadsheets, monitor appointment availability, schedule and reschedule patient appointments, and ensure scheduling accuracy while adhering to organizational policies and confidentiality requirements. 
• Supports answering phoneline for Psychiatry and triaging patient requests.  Logs into queue and triages phone calls daily, assists families with concerns and quickly remedies problems.
• Communicate with patients, and or their guardians, and assist them in determining the urgency of care needed, referring to, or scheduling appointments with providers.
• Coordinate with patients, families, providers, and staff to obtain required clinical documentation, including treatment plans, medication consents, and related forms; monitor outstanding documentation, obtain necessary signatures.
• Collaborates with the administrative team in goal setting and ongoing problem solving. Works closely in collaboration with other co-workers and prescribers.
• Coordinates and completes patient referrals internally, as well as to outside agencies.
• Manage and oversee multiple provider schedules, ensuring accurate scheduling, timely updates, and optimal provider utilization. Deliver training for interns on EHR scheduling and scheduling best practices while serving as a resource for scheduling-related questions and problem resolution. 
• Utilize bilingual language skills to provide interpretation services during medical appointments, as needed, ensuring accurate communication and supporting patient-centered care while adhering to HIPAA and confidentiality requirements. 
• Provides accurate and confidential verbal interpretation between psychiatric providers and Spanish-speaking patients during behavioral health appointments in accordance with professional interpreter standards. 
• Manage the pharmacy refill line and psychiatry email inbox, processing refill requests in accordance with Clifford Beers Community Care Center policies and established clinical protocols. 
• Submits administrative, school, and medication forms to DDS, DCF, SSI, SCG/UI schools, etc...·         
• Assessment of insurance, logistical, environmental, or clinical needs; identifies patients with barriers to referrals/transitions of care, and helps to address them.
• Maintain treatment plan documentation in the electronic health record (EHR), including creating, updating, renewing, and tracking treatment plans under the direction of the treating clinician, to support continuity of care and regulatory compliance.      

Other Tasks

• Demonstrates ability to multitask, handle, and efficiently respond to a high volume of emails and phone calls; demonstrated ability to work independently.
• Ensures patient's rights are upheld.
• Follows Agency’s Policies and Procedures
• Obtains releases of information, consents, and medical records when needed.
• Perform other duties as directed by the supervisor as related to Front Desk Coverage and scheduling for the Outpatient Department.

TRAVEL

• This role may require travel throughout the State of Connecticut 

ENVIRONMENTAL CONDITIONS

• Indoors, Environmentally controlled
• Close Physical Proximity to coworkers and clients 

COMPETENCIES:
Must demonstrate the following competencies:

Diversity and Inclusion: 
Foster an environment in which all members of the CBCCC community, from staff to partners and clients, are treated equitably and are able to contribute fully and meaningfully to the mission of CBCCC.  Employees must make every effort to:

• Treat others with respect
• Practice cultural humility
• Elicit and welcome different points of view

Integrity: 
Act ethically with honesty and consistency regardless of the situation.  Employees must make every effort to:

• Be accountable for his or her own actions
• Make decisions based on what is better for the families and employees
• Build and maintain trust among co-workers and our families
• Uphold honesty in all actions 

Excellence: 
Commitment to deliver outstanding practices in both managing the organization, service delivery, and collaborating with partners.  Employees must make every effort to:

• Utilize data and research to provide the highest quality of care 
• Regularly participate in professional development to stay abreast of most recent and progressive practices
• Promote continuous quality assessment and improvement

Communication: 
The ability to express oneself clearly and professionally both in writing, conversations, and in nonverbal communication with others.  Employees must make every effort to:

Oral Communication

• Speak clearly and in an organized manner that can be easily understood
• Express ideas concisely and respectfully
• Summarize or paraphrase his/her understanding of what others have said to verify understanding and prevent miscommunication
• Hold themselves accountable for pitch, speed, tone and volume of voice while speaking
• Show understanding of professional and cultural implications of body posture, stance, gestures, proximity to listener, facial expressions and appearance

Written Communication

• Write clear and concise sentences devoid of grammatical and spelling errors
• Tailor writing style to the audience of the message
• Write in a respectful and tactful manner

AAP Statement
Clifford Beers Community Care Center (CBCCC), is an Equal Opportunity Employer. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply to all of our job openings. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, Sexual Orientation, and Gender Identity or Expression, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
 

EDUCATION AND EXPERIENCE

• Bilingual Spanish-speaking and must be able to pass agency language exam such as ACTFL Advanced Mid or higher for both speaking and listening. 
• Bachelor Degree preferred, Associates Degree will be considered with 2 years of experience, or 4 years administrative/clerical work experience in Human Services or other service industry position with strong customer service focus. 

SKILLS

• Must be able to demonstrate:
• Client engagement and management skills
• Ability to answer the phone in a cordial and professional manner and utilize phone system to direct calls as needed
• Experience with Microsoft Office products including Word and Excel
• Facility with Google Office products such as Sheets, Calendar, GChat and Gmail
• Excellent time management skills

REQUIREMENTS

• Valid Driver's License and reliable transportation
• Criminal Background check, including fingerprinting if/as required by DDS.
• Experience in Psychiatry/Mental Health a plus; experience working with clients with ASD and ID a plus.

PHYSICAL ABILITIES

• 20 % of the time is spent making repetitive motions
• 50 % of the time spent sitting
• 10 % walking, bending, standing, stooping, crouching or kneeling
• 20 % of the time is spent using hands to type, write, or use controls
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
   

Salary : $27 - $33