<strong>Position Specific Duties & Responsibilities<br><br></strong>Scheduler Management<br><br><ul><li>Responsible for scheduling functions, including general scheduling appointments, contacting consumers regarding scheduling/re-scheduling, and notifying consumers of changes to appointments.</li><li>Responsible for scheduling/rescheduling for specialty programs including, but not limited to, CCBHC, Suboxone, and MAT-Specialty Court. Responsible for scheduling emergent appointments for both Adult and Child Psych consumers.</li><li>Responsible for management & daily outreach of consumers who are due back in clinic for their next appointment.</li><li>Responsible for outreaching consumers who have called the nurse line and it is determined by nursing staff that an appointment with their provider is needed.</li><li>Responsible for manually outreaching to provide consumers with a reminder call for their upcoming appointment for all Adult New Patient, CCBHC, and Suboxone induction consumers.</li><li>Will also be back-up for Child Psych New Patient consumers when Child Psych Case Manager is unavailable.</li><li>Responsible for outreach to consumers to offer same-day appointments when there is availability that cannot be utilized by intake (same-day new patients) or walk-in consumers.</li><li>Responsible for ensuring scheduling blocks are managed appropriately to ensure adequate time for all reserved scheduling needs to include new patients, follow ups, emergent and Intensive (hospital discharges).</li><li>Ensure all schedule changes are completed within a day of confirmed supervisory approval.</li><li>Responsible for ensuring scheduled maintenance work is completed daily and in a timely manner.</li><li>Responsible for researching & entering all established/mandatory holidays, meetings & agency events at the beginning of each year.</li><li>Periodic review to ensure no additions or changes have occurred.</li><li>Responsible for researching consumer demographic for additional contact numbers and manually completing the reminder call process when the automated system reports a disconnected or non-working phone number.</li><li>Responsible for communicating scheduling changes/updates to appropriate staff as determined by department supervisor.</li><li>Responsible for resolving all cancellations and no-shows off the scheduler by entering corresponding note into EHR.<br><br></li></ul><strong>Customer Service<br><br></strong><ul><li>Be familiar with CCBHC standards, understand the history, philosophy, structure and purpose of CCBHC and demonstrate fidelity to the model</li><li>Maintains a welcoming friendly approach during all phone interactions.</li><li>Communicates agency information and relevant policies to the consumer.</li><li>Maintains HIPPA compliance during encounters with individuals who are not listed as a treatment advocate for the consumer.</li><li>Has knowledge of agency and community services.</li><li>Report to their Supervisor concerns regarding safety, customer service, consumer complaints, and noncompliance activities of agency policies and procedures.<br><br></li></ul><strong>Phone Duties<br><br></strong><ul><li>Demonstrates proper telephone etiquette and maintains solid customer relations by handling questions and concerns promptly and with courtesy and patience. Takes and distributes messages as requested.</li><li>Calmly and efficiently assists with complaints and difficult or emotional consumer situations; Handles all situations in a professional manner always exhibiting excellent customer service skills. Has knowledge of agency and community services.</li><li>Promptly reports to the Supervisor concerns regarding telephone dysfunction, safety issues, customer service and / or consumer complaints, and noncompliance activities of agency policies and procedures.</li><li>Utilizes the EHR system efficiently to answer caller’s consumer-related questions and use research skills to trouble shoot customer / staff problems. Protect consumers’ rights by maintaining confidentiality of personal information.</li><li>Identify areas of system improvement; reporting needed changes to Supervisor<br><br></li></ul><strong>EHR System Responsibilities<br><br></strong><ul><li>Responsible for initial setup of charts for consumers participating in the MAT-Specialty Court program. Once the chart is established, outreach consumer to schedule initial appointment with appropriate provider.</li><li>Schedules appointments (in person or by telephone and according to agency protocols) using EHR system by matching consumers’ needs with available provider time.</li><li>Keeps consumer appointments on schedule; reviewing service flow compared to schedule; notifying provider of appointments when appropriate.</li><li>Maximizes the use of the EHR system for best customer service practice to both consumers and office staff. Participates in all EHR system training, accepts, and promotes use of system to professional staff and assists with issues for a positive outcome.<br><br></li></ul><strong>Qualifications<br><br></strong>EDUCATION:<br><br>Must be a high school graduate or have HS equivalent<br><br><strong>Experience<br><br></strong>Two years of experience in related office work is required.<br><br><strong>Performance Competencies<br><br></strong><ul><li>Communication</li><li>Decision Making</li><li>Engagement</li><li>Initiative and Accountability</li><li>Interpersonal</li><li>Learning</li><li>Organizational Alignment</li><li>Quality of Work<br><br></li></ul><strong>Knowledge/Skills/Abilities<br><br></strong><ul><li>Requires ability to work with the public, ability to work with agitated, mentally ill and/or substance-abusing consumers, ability to maintain an effective working relationship with agency employees.</li><li>Ability to always maintain a professional manner and ability to maintain confidentiality.</li><li>Ability to manage multi-line telephone system and other communication technologies.</li><li>Bookkeeping knowledge preferred.</li><li>Must possess computer skills<br><br></li></ul><strong>Certifications/Licenses<br><br></strong>Must possess a valid Driver License and satisfactory driving record and use personal automobile to travel to locations other than primary office. Proof of automobile insurance required.<br><br><strong>Other Information<br><br></strong>SAFETY SENSITIVE JOB CLASSIFICATION:<br><br>This job is classified as a “safety-sensitive” position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the “safety-sensitive” classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances<br><br>included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children’s Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal<br><br>from employment.