Scheduling Coordinator

Job Title: Bilingual Access Specialist (Scheduler)

Location: Mountainside, NJ

Summary: The Access Specialist/Scheduler serves as the primary coordination hub for all Outpatient (OP) and Intensive In-Community (IIC) referrals and appointments, ensuring timely access to care and efficient clinic operations. The Access Specialist is the first point of contact for referrals, completes client registration, maintains accurate medical records, secures OP appointments or IIC clinicians, and manages the waitlist, no-shows, and cancellations to optimize scheduling and continuity of care. The Scheduler coordinates and manages client appointments, schedules, and daily clinic flow, ensuring efficient use of staff time, prompt client communication, and accurate documentation in the electronic health record (EHR).

Essential Duties and Responsibilities: 

•           Responds to all incoming calls, emails, faxes, and online referrals within established timeframes.

•           Conduct telephonic intakes and enter/update client data in the EHR.

•           Verify insurance coverage, offer sliding scale obtain payment information, and process authorizations (including 3560s and prior authorizations); Follow up on initial 3560 authorizations (request, documents, etc.). 

•           Obtain and securely document credit card information for commercial insurance and self-pay clients, and follow up promptly with clients when stored payment methods expire or are declined to prevent interruption of services.

•           Manages client portal access by providing instructions and password support, ensures all treatment consent forms are completed prior to first appointment.

•           Schedule, confirm, and reschedule intakes and psychiatric evaluations.

•           Manage the company waitlist after Intake, including monitoring schedules for cancellations, discharges, openings to reschedule, and filling open spots.

•           Tracks appointment attendance on a daily basis, follows up with clients who miss sessions, reschedules no-show/cancelled appointments per policy, ensures medication management clients have a follow-up appointment scheduled to support continuity of care and reminds clients of no-show and attendance policy.

•           Check psychiatric/clinical schedules for following day appointments; follow the process to notify team if cancellations have occurred and actively filling open appointment slots.

•           Ensure medication consents are signed, and medication fact sheets are provided to the client. 

•           Oversees adherence to no-show/cancellation procedures for the psychiatric team and completes related administrative discharge/closure documentation, as required.

•           Prepares and tracks Individualized Service Plans (ISPs) for APN review and signature.

•           Follow up with labs, orders, requests for reports and/or letters. 

•           Obtain Prior Authorizations and address prescription issues as they arise. 

•           Serves as a liaison between clients and the APN by managing calls and emails, providing referrals at the APN’s direction, and ensuring timely and professional communication.

•           Assigns, tracks, and monitors open referrals and inquiries for the Intensive In-Community (IIC) program, including daily review of CYBER for reauthorizations and BPS requests and entry of updates into HALO in accordance with established processes.

•           Performs other related administrative duties as assigned to support efficient program operations.

Qualifications: 

This position prefers a Bachelor's degree in a Human Services field such as Psychology, Social Work or a related field OR 2-3 years of health care customer service-related experience in a Call Center or other similar customer service environment. Experience working with an EMR system is a plus. Spanish fluency required. Proficient use of Word, Excel, and PowerPoint programs a plus. Working knowledge of basic computer functions i.e., typing, email, etc. Excellent interpersonal skills in working with individuals and groups (e.g., listening, and following directives).

Physical Requirements: 

Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Hearing and vision within normal ranges is necessary for normal conversations to receive ordinary information and to prepare or inspect documents. 

No heavy lifting is expected. Exertion of up to 10 lbs. of force occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculators, copiers, and FAX machines.