Intake Scheduling Specialist

Job Summary

The Intake Scheduling Specialist is a key contact for clients, using phone, email, web chat, and text to address inquiries and direct them to the appropriate team members. Responsibilities include answering calls, managing call dispositions, matching and scheduling clients with counselors, coordinating schedules, managing cancellations, and referring clients to external practices as necessary. The specialist also records patient information, communicates with counselors about new patients and appointment changes, and follows up with pending clients. This role requires strong critical thinking, communication, multitasking, and attention to detail, and may involve additional responsibilities and special projects as assigned.

Responsibilities

• Answer incoming calls, voicemails, and manage inbound and outbound call dispositions.
• Manage email inquiries from clients, colleagues, practice directors, leadership, stakeholders, etc.
• Maximize provider availability to effectively match and schedule clients with the most suitable counselors for their specific needs.
• Manage cancellation and rescheduling requests and related communications.
• Maintain efficient scheduling by coordinating counselor availability and ensuring timely appointments.
• Refer clients to external practices when internal assistance is unavailable.
• Accurately input patient information into Safe Harbor's systems and adhere to all relevant policies and procedures.
• Promptly communicate with counselors and providers regarding new patients and any appointment changes.
• Promptly follow up with pending clients to provide necessary information and support.
• Assist the benefits team by providing relevant and accurate client information.
• All other duties and projects, as assigned

Position KPIs

• Client Follow-Up Rate: Contact pending clients within 24 business hours using phone calls (leaving voicemails if necessary), texts, and emails, aiming for a follow-up rate of 95%.
• Phone Call Disposition Completion Rate: Percentage of phone call dispositions completed for each category (including scheduled and non-scheduled calls), aiming for a target of 90% or higher across all categories.
• Data Entry Accuracy: Percentage of accurate entries made into Safe Harbor's systems, aiming for an error rate of less than 2%.
• Counselor Availability Utilization: As a team, percentage of counselor availability effectively utilized for scheduling, aiming for 85% or higher utilization.
• Call Volume Managed: As a team, 90% of calls answered (subject to change after the first month's assessment)
• Schedule at least 6 appointments per day.

Qualifications

Education:

High school diploma or GED required

Experience:

A minimum of 1-2 years of experience in customer service or client-facing roles within a behavioral healthcare or clinical environment. Proven background in managing appointments and coordinating schedules. Familiarity with electronic health records (EHR) systems or scheduling software. Experience communicating effectively with diverse populations. Prior experience handling inquiries through phone, email, chat, or text. Ability to resolve client issues and navigate complex situations. Understanding of HIPAA regulations and their application in healthcare settings.

Skills & Abilities:

Demonstrate ability: (a) in effective communication and interpersonal skills for collaboration with healthcare professionals, clients, colleagues, and leadership (b) to interact professionally, compassionately, and effectively with a variety of internal and external customers; (c) to assess, adapt, and calmly respond to a changing environment; (d) critical thinking; (e) multitasking; (f) attention to detail; (g) adaptability; (h) familiarity with Microsoft Office Suite and communication platforms.

Job Type: Full-time

Pay: $ $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Bel Air, MD 21014