Behavioral Health Scheduling Coordinator

Description

POSITION SUMMARY:

The Behavioral Health Scheduling Coordinator manages all ongoing appointment scheduling for current SCCS clients across San Bernardino and Orange Counties and beyond. This role begins where the Intake Specialist’s work ends: once a client has completed their initial assessment and been enrolled in services, the Scheduling Coordinator owns all subsequent scheduling activity, including ongoing therapy appointments, reschedules, waitlist and backfill management, appointment reminders, telehealth support, no-show follow-up, and coordination with the Authorizations Specialist to ensure no appointment is scheduled without required payer approval. This is a client-facing, detail-intensive role that directly affects retention, access to care, and provider utilization. Performance is measured on fill rate, no-show rate, reschedule rate, provider utilization, and EHR documentation accuracy.

Job Duties & Responsibilities

Ongoing Client Scheduling

• Manage all ongoing appointment scheduling for enrolled SCCS clients across all programs and locations following the completion of the initial assessment. The Intake Specialist team handles assessment scheduling; this role owns all subsequent appointments.
• Coordinate provider schedules and room availability across all SCCS sites to ensure appointments are booked efficiently and access standards are maintained.
• Confirm appointment details with clients, including date, time, provider, location, and telehealth instructions where applicable. Send reminders and coordinate any pre-appointment documentation as directed.
  
  

Reschedules and Current Client Needs

• Handle all rescheduled requests from clients and providers promptly, securing a new appointment at the earliest available time and documenting all changes in MyEvolve/EHR in real time.
• Respond to current client scheduling needs as they arise, including urgent appointment requests, provider changes, and site or modality transitions (in-person to telehealth or vice versa). Escalate scheduling conflicts or clinical concerns to the Manager of Intake Operations.
  
  

No-Show Follow-Up

• Contact all clients who missed a scheduled appointment within 24 hours of the no-show. The goal of every follow-up contact is to reschedule the appointment during the same call. Document all no-show contacts and outcomes in MyEvolve/EHR.
• Identify clients with repeated no-shows or inability to reach and flag for clinical follow-up per SCCS protocol. No-show patterns that may indicate client safety concern are escalated immediately to the clinical team.
  
  

Appointment Reminders, Waitlist, and Telehealth Support

• Manage appointment reminder workflows across text, phone, and email channels by SCCS protocols, ensuring all clients receive timely reminders prior to scheduled appointments. Track reminder delivery and document outcomes in MyEvolve/EHR.
• Maintain and actively manage a waitlist for all programs and providers, using cancellations and open slots to backfill appointments and maximize provider utilization. A slot that opens should not remain unfilled if a wait-listed client is available and authorized.
• Support clients and providers with telehealth platform access, including Zoom link delivery, basic troubleshooting, and escalation of technical issues to the appropriate internal team. Telehealth support is a scheduling function; the Coordinator is the first point of contact when a client cannot connect.
  
  

Authorization Coordination

• Verify with the Authorizations Specialist that required prior authorizations are in place before scheduling any appointment that requires payer approval. Do not schedule appointments for payers requiring PA until authorization status has been confirmed. Flag any client whose sessions are approaching the authorized limit to the Authorizations Specialist for renewal.
  
  

Scheduling Performance Tracking

• Track and report on scheduling KPIs as directed by the Manager of Intake Operations, including fill rate, no-show rate, rescheduling rate, and provider utilization. Flag trends that indicate systemic access issues, provider capacity gaps, or client engagement barriers.
  
  

Documentation and Compliance

• Enter all scheduling activity, reschedule actions, no-show contacts, and client communications in MyEvolve/EHR at the time they occur. Accurate real-time documentation supports billing compliance, provider utilization tracking, and DHCS reporting requirements.
• Maintain compliance with HIPAA confidentiality requirements across all client communications, including phone, text, and any digital scheduling tools used by SCCS.
  
  

Virtual Office Check-In (VOC)

• Complete Virtual Office Check-In (VOC) functions for enrolled clients, including connecting the client record in MyEvolve and updating CSI following assessment confirmation. Ensure VOC steps are completed accurately and in a timely manner to support billing readiness and continuity of care.
• Performs other related duties as required and assigned.
  
  

Requirements

Education/Experience

• High school diploma or equivalent required. Associate’s degree or higher in healthcare administration, psychology, social work, or a related field preferred.
• Minimum one year of experience in healthcare scheduling, patient access, or a medical/behavioral health administrative role. Experience in a multi-site or multi-provider environment preferred.
  
  

Required Knowledge And Skills

• Proficiency in EHR systems (MyEvolve preferred) and standard office software. Ability to navigate provider schedules, room availability, and multi-site calendars simultaneously.
• Strong organizational skills and high attention to detail; ability to manage a large volume of active client appointments across multiple programs and locations without errors or gaps.
• Clear, professional telephone and written communication skills; ability to work constructively with clients who are experiencing behavioral health challenges, and with clinical staff across multiple sites.
• Working knowledge of HIPAA confidentiality requirements. HIPAA certification required within 30 days of hire if not already held.
• Demonstrated commitment to culturally responsive communication across a diverse service population in San Bernardino and Orange Counties and beyond.
• Valid California driver’s license, proof of automobile insurance,
  
  

Preferred Qualifications

• Prior experience in a behavioral health or mental health outpatient setting.
• English and Spanish bilingual fluency strongly preferred given SCCS’s service population in San Bernardino and Orange Counties and beyond.
  
  

WORK ENVIRONMENT

Role operates in an office environment

• Required to occasionally lift and carry 10 to 20 pounds.
• Valid California driver’s license, insurance and reliable transportation and CPR/First Aid certification within 30 days of hire.
• Regularly required to sit and use a computer and telephone for extended periods. Regularly required to stand, walk, and climb stairs. May be required to travel between SCCS sites and attend external meetings across San Bernardino and Orange Counties and beyond.
  
  

EOE, INCLUDING DISABILITY/VETS

We are an equal opportunity employer and consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, medical condition, genetic information, marital status, veteran status, or any other protected characteristic under California law.