As part of the front desk team at the UCAN Josephine County Service Center, the Scheduling Coordinator provides exceptional customer service as the first point of contact to clients and the public who are accessing services or programs remotely, via phone or email. This position maintains the general agency phone lines and email inboxes to coordinate appointment scheduling and provides scheduling information to clients and UCAN staff.

ESSENTIAL FUNCTIONS OF THE POSITION:

The essential functions of this position require prioritizing and completing all assigned tasks in a timely and efficient manner, adjusting for changing priorities and availability of resources, and demonstrating initiative in identifying additional job-related tasks to be completed when time permits. These duties are a representative example of position expectations. Actual duties assigned may vary and change depending on the business needs of the department and the agency.

• Schedule appointments for clients residing in both Douglas and Josephine Counties; instruct clients on documentation they must bring to their appointment for verification of needed information.
• Answer client, community partners, and UCAN staff questions regarding pre-appointment eligibility, appointment, and application status.
• Provide routine notifications of appointment availability for both Douglas and Josephine Counties internally and externally.
• Ensure community resource lists is up to date in order to provide clients with additional resources during Intake scheduling that may also help them in navigating their current situation. Establish and maintain rapport with community partners and vendors to maintain updated referral contacts.
• Communicate with staff to ensure accurate daily/weekly/monthly calendar deadlines are met for live scheduling. Work with supervisors to reschedule or provide coverage as needed.
• Provide consistent and sustained positive and measurable customer service experiences for internal and external customers.
• Communicate calendar deadlines with staff to ensure accurate daily/weekly/monthly availability is live for scheduling. Work with supervisors to reschedule or provide coverage as needed.
• Update appointment information in Acuity database for online scheduling, as well as maintain client data entry.
• Assist department/program with filing and other clerical duties as needed.
• Communicate in a professional, respectful and courteous manner with all employees, clients, the Board of Directors, and others with whom we may work. Contribute to a successful work group and foster a team-oriented culture through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas.
• Complete designated job tasks, special projects and all other duties as assigned to meet team, department and agency goals while actively demonstrating accountability, high levels of employee engagement, and responsibility for achieving desired outcomes and measurable results.

KNOWLEDGE, SKILLS & ABILITIES

Qualified candidates for this position will have relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without an accommodation.

• Reasonable knowledge of general office practices and procedures; reasonable knowledge of systematic filing and retrieval processes or systems; reasonable knowledge of word processing; reasonable knowledge of English composition, spelling, grammar and arithmetic; basic knowledge of general recordkeeping and bookkeeping processes.
• Skill entering data rapidly and accurately into a complex database; use of office equipment which includes automated equipment and other copying equipment; organizational skills; use of Windows Operating System, spreadsheets, MS-Word, and other commonly used computer programs.
• Ability to communicate effectively in both oral and written forms; maintain confidentiality; learn and put to use detailed procedures in a timely manner; quickly assess a situation and determine type/degree of assistance needed by applicants; multitask and adjust to priority changes; estimate and manage time efficiently; and remain calm and use good judgment during confrontational or high pressure situations; work as part of a team; interpret policy and procedures to employees and the public; make decisions independently in accordance with established policies and use initiative and judgment in carrying out tasks and responsibility; courteously meet and deal effectively with other employees, public agencies, community partners, program clients and the public. Must follow all safety rules and practices, and perform work in a safe manner.

Education, experience and training: Associate degree in business, human services OR two years work-related support experience OR a satisfactory equivalent combination of education, experience and training. Oregon Driver’s License not required, but preferred.

• This position requires two years work-related support experience in human services or housing programs.
• Associates Degree preferred.
• An equivalent combination of experience and/or education that demonstrates the required knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.
• Must pass criminal history background check.

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

A. The physical effort typically applied in this job includes (check all applicable boxes):

• Lifting
• Walking
• Sitting
• Pulling
• Keyboarding
• Pushing

B. The amount of lifting effort typically applied and the percent of time the effort is applied:

• Less than 1 lb. – 40% to 70%
• Between 1 & 5 lbs. – 15% to 40%
• Between 5 & 25 lbs. – Less than 15%
• Between 25 & 60 lbs. – Less than 15%
• More than 60 lbs. – Less than 15%

MENTAL OR VISUAL DEMANDS

• Frequent mental and/or visual attention; the flow of work is either intermittent or the operation involves waiting for a machine or process to complete a cycle with intermittent checking or inspection involved.

WORKING CONDITIONS

A. The kinds of disagreeable elements the employee would typically be exposed to in the work area include:

• No disagreeable elements identified.

B. Description of the physical surroundings or conditions under which the job is typically performed and the extent of exposure to the disagreeable elements noted above:

• The job is typically performed under very comfortable working conditions; any disagreeable elements are generally absent during normal performance of job.

AVAILABILITY AND ATTENDANCE

Regular and consistent attendance is required. Hours of work are during normal business hours and may require occasional evenings and weekends. Non-exempt employees may be expected to work varying amounts of overtime during periods of high-volume work or to accomplish special projects.

FLSA STATUS - Non-exempt status

UCAN is an Equal Employment Opportunity Employer that does not discriminate in the terms and conditions of employment against any applicant or current employee on the basis of any status or class protected under applicable federal, state or local law.