Client Services Coordinator

As part of a dynamic and evolving centralized team, the Client Services Coordinator will be responsible for delivering quality scheduling support to clients and teams across the Family of Companies (FoC). Key expectations of this position will be to schedule clients and practitioners in an efficient manner across both telehealth and different geographic regions while providing excellent customer service and adhering to established scheduling guidelines. They will also provide support and back-up for Admissions Coordinators and Client Service Representatives as needed.

CORE RESPONSIBILITIES & ESSENTIAL JOB FUNCTIONS

• Coordinate and maintain schedules while ensuring attention to multiple factors (location, time, breaks, etc.), while engaging in timely and clear communication with all relevant parties.
• Adhere to scheduling guidelines and state regulations for all appointment types. 
• Handle incoming phone calls regarding scheduling tasks by prioritizing and organizing for efficiency, and with attention to detail in a fast-paced environment.
• De-escalate situations and provide service recovery.
• Escalate calls and directing to the appropriate personnel as needed. 
• Support coverage for impacts to recurring schedules and appointments when clinicians require changes to their schedules. 
• Manage logistics of client and clinician scheduling. 
• Demonstrate good judgement in reporting/escalating pertinent issues to management. 
• Demonstrate fluency in using scheduling related software applications/tools/systems to competently schedule clients.
• Answer high volume of inbound calls and troubleshooting client/staff inquiries, while providing excellent customer service. 
• Thorough documentation within scheduling tools (salesforce, etc.) aligning with standard operating procedures and state regulations (SB 221). 
• Triage incoming calls, emails, and messages from custom application, and forward or handle to resolution. 
• Correspond in an action and solution-oriented manner (clearly outlines intention and resolution) that is clear, concise, and professional.
• Assist in implementing operational excellence/continuous improvement initiatives to optimize scheduling operations.
• Implement policies, procedures, and regulations as directed.
• Engage in professional and respectful communication with clients and staff at all times.
• Participate in special projects, and assist with additional duties or tasks, as assigned by supervisor.

QUALIFICATIONS9
Minimum Education, Experience & Training Equivalent to: 

• 2+ years’ experience in field operations, logistics or service delivery organizations
• Associate degree preferred.
• Previous customer service or call/contact center experience preferred. 
• Experience scheduling in a Health Care environment preferred. 
• Bi-lingual in Spanish, Cantonese and/or Mandarin languages a plus!

Knowledge & Skills:

• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience
  and discretion when dealing with confidential and sensitive matters.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
• Personable; comfortable working with individuals at all levels within the organization.
• Excellent verbal and writing communication skills.
• Must be highly detail oriented.
• Strong interpersonal skills.

Physical Requirements:

• Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
• Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computer and cell phone for effective communication.
• Ability to utilize virtual meetings software (Zoom, Teams, etc.).

CONDITIONS OF EMPLOYMENT 

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend any required training.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.