JOB TITLE: Intake and Scheduling Coordinator JOB GRADE: Exempt
REPORTS TO: Executive Director
Serves as the main point of contact for families wishing to access Abilities First services in any of the three key programs, scheduling appointment for service, tours, information gathering, etc.. Guides families through the agency and program intake processes, collecting required information, paperwork and releases. Maintains an updated database and communication system as well as agency metrics.
Essential Duties and Responsibilities
- Interviews current and potential clients/families regarding their need for services and offers guidance and direction in navigating the process. This position will need to become a subject matter expert in all three key programs able to answer initial questions, share important information and provide the first level of screening.
- Maintains and updates client files in the agency database.
- Collects all required paperwork, information and documentation necessary for enrollment in Abilities First programs.
- Manage waitlists maintaining consistent contact with clients seeking services keeping in mind agency and program service boundaries. Responds promptly to inquiries and questions.
- Schedules appointments for the Therapies department as well as with Program leaders and teachers in ALC or ECLC as needed. This includes developing and maintaining a robust communication and reminder system to minimize missed appointments and cancelations.
- Develop and maintain a system of Key Performance Indicator metrics including quarterly Success Scores and Transition Scores. Provide a system of reporting appropriate information to the Agency, Program Leaders, Leadership Team, Executive Director, Board and community stakeholders.
- Work with HR to Manage key employee certifications, licenses, CEU’s, trainings, etc. so that there is never a lapse.
- Work with the Finance Team (AR) on issues of insurance, billing, aging accounts and outstanding balances, serving as the main point of contact with the families.
- Works with the Development and Community Relations Director to advertise openings and opportunities for service.
- Complete all data and clerical work required with attention to detail and an eye for accuracy.
- Provide support for the guest services and reception team as a “first point of contact” in-person, on the phone or via email. Address any client concerns or complaint quickly, involving the appropriate leaders in the solution.
- Maintains an updated list of referrals and community supports and works with the Success Liaison for additional support when appropriate.
- Models the organizational values of customer focus, effective communication, integrity, and organization learning.
- Develops and maintains effective relationships with all stakeholders, focusing on exceeding customer expectations of the services provided.
- Leads and/or participates in meetings, committees and agency events to promote continuous improvement and Abilities First community image.
- Ensures ongoing staff development through education, experience and training. Attends seminars and conferences for professional growth and presents this information when appropriate.
- Performs other duties as deemed necessary by the Executive Director.
A bachelor’s degree or commensurate experience in a field related to the services Abilities First provides required.
- Strong customer service skills with the ability to work with diverse people
- Effective organizational and time management skills
- Verbal and written communication skills
- Understanding of agency programs and systems
- Ability to use software programs, medical technology, database and develop new systems as the need arises.
- Ability to juggle multiple tasks in a fast-paced environment
- Problem-solving skills
- Fluency in other languages is beneficial
- Three years experience in service related fields.
- Experience in working with teams and multiple programs.
- Committed to the concepts of continuous improvement.