ABA Scheduling Intake Coordinator

Pacific Clinics is California's largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speaks 22 languages. They are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults. Who We Serve Pacific Clinics serves children, transitional age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education and early childhood education programs to Medi-Cal-eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties. Compensation We Offer The initial compensation for this position ranges from $23.43 -$28.81/HR. Salary is dependent on commensurate experience above the minimum qualifications for the role and internal equity considerations. The salary may also vary if you reside in a different location than the location posted. 7.5% Bilingual Differential for qualified positions. Benefits We Offer Benefits eligibility starts on day ONE We Offer Comprehensive Medical, Dental & Vision benefits, Voluntary Life Insurance, Flex Spending, Health Savings Account, EAP, and more Employer Paid Long-Term Disability & Basic Life Insurance. 401K Employer Match up to 3.5%. Competitive Time Off Plans (may vary by employment status). Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve. JOB SUMMARY Works within the vision, mission, and philosophy of the agency. Processes internal and external referrals under the supervision of the ABA Client Services Manager. The ABA Scheduling/Intake Coordinator Specialist exhibits critical thinking, sound judgment, and solution-focused problem-solving skills. Collaborates with the ABA program team, clients, and their families to assess changes in client schedule and treatment needs in order to ensure the most efficient use of team resources and appointments in serving those clients. Conducts and coordinates intakes, engages with customers, and manages response to agency referrals. Enters and maintains electronic health record (EHR) information. Supports program operations, management, Agency compliance, and quality assurance. RESPONSIBILITIES AND DUTIES Customer Engagement and Referrals Utilizes whole person care perspective (e.g., empathetic, compassionate active listening) to gather required information in an external and productive manner. Respond to and complete service requests (e.g., calls, emails, faxes, etc.) and enter required information in EHR per business protocol. Provides information to customers, caregivers, guardians and referral sources regarding the admissions process and available services. Contacts customers and/or management or designee to screen for eligibility and/or appropriateness of referral for service. Intake and Discharge Facilitates the timely intake and discharge processes including collection and completion of intake and discharge forms per our business protocol. Treats all customers with dignity and respect. Maintains accurate and timely records for files and adheres to all standards associated with confidentiality. Assist with entry and maintenance of EHR. Conducts chart audits in compliance with Agency and program standards. Scheduling Utilizes tools to maximize scheduling efficiencies and meet required timelines. Schedules all initial and ongoing appointments for all customers. Coordinates with management on planned schedules and any changes. Communicates planned schedules and changes to customers (e.g., families, schools) and staff, treating them with dignity and respect. Works with customers and program staff to resolve needed schedule changes. Proposes scheduling solutions to maximize productivity. Enters schedule into the EHR and scheduling system in a timely manner with clear documentation and updates. Collaborates with management and program staff to track and manage capacity. Coordinates with management to plan onboarding training and shadowing schedules for new hires. Runs reports and performs daily checks to ensure accuracy and thoroughness of schedules for program staff. Runs service detail report weekly to check for items needing attention; sends notices to staff/managers regarding these items. Runs violation report, productivity report, and scheduling report; checks for errors or issues needing to be addressed; communicates these issues in a timely manner. Verifies/clarifies payor eligibility (e.g., insurance, school, regional center, etc.), copays, deductibles and enters into EHR. Collect relevant fees/payments related to services. Client Services Department Support Other duties as needed by program. OTHER DUTIES AND RESPONSIBILITIES Utilize interpersonal skills and judgment relevant to make evaluations of eligibility for services, urgency of need, understanding of potential legal/ethical issues, and risk management required. Practice self-care, remain aware that others may be contending with stress, and treat other with grace. CORE ABILITIES Ability to: Work in fast-paced, high energy, and changing environment. Maintain standards of confidentiality. Maintain positive work relationships in a respectful and collaborative manner. Maintain good communication to ensure others have necessary information. Sensitively work with culturally diverse populations. Appropriately allocate and utilize resources. JOB SPECIFIC COMPETENCIES Assist in Intake Evaluations Assists in intake evaluations of families according to established policies and procedures. Takes actions that resolve conflicts in a manner that is best for both the organization and the individuals involved. Addresses complaints and problems quickly and effectively and keeps all parties informed of the status of any negotiations required. Encourages employees to report problems or concerns and negotiates outcomes that are viewed as fair and even-handed. Documents Clearly and Accurately Documents, in a legible manner, pertinent information related to the child’s treatment plan, including intervention and outcomes in accordance with established policies and procedures and guidelines for charting. Encouraging Customer Focus Consistently conveys that customers are the highest priority. Respects customer needs and expectations and lets customers know if their expectations cannot be met. Refrains from complaining about (or speaking negatively about) customer behavior or expectations. Communicates in a manner that promotes and sustains customers satisfaction and encourages others to do the same. Achieves these outcomes by ensuring that customers’ needs and deadlines are realistic and that they are met. Publicly recognizes those who deliver excellent customer service. Time Management Manages time and prioritizes tasks to ensure that deadlines are met. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All employees are responsible for keeping job requirements up to date. This can include but are not limited to certifications, licensure, and maintaining a clear criminal record. Education High School Diploma or equivalent required. Experience Minimum of one (1) year experience working in a highly demanding and fast paced environment with multi-tasking logistics. Intermediate skill level with Word and Excel. Preferred Qualifications Two (2) years of experience working in a highly energy and fast paced environment with multi-tasking logistics in a medical or behavioral health environment. Experience using electronic health records or practice management systems. #J-18808-Ljbffr