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Highlights Healthcare is seeking a passionate and dedicated Client Services -Scheduling Coordinator to join our corporate support team. Our team supports our ABA therapy Learning Centers and diagnostic clinicians throughout the southeast.

Job Summary:

The Client Services -Scheduling Coordinator is responsible for managing and maintaining the scheduling operations for assigned centers. This role requires strong organizational skills, attention to detail, and effective communication to ensure efficient scheduling and coordination of staff and learners. The ideal candidate is detail-oriented, has a high level of customer service, empathetic, highly organized, able to manage time-sensitive scheduling demands in a fast-paced healthcare environment, and possesses a strong understanding of healthcare and ABA service procedures.

Why you should consider an Intake Coordinator position with Highlights:

• Competitive pay, commensurate with experience
• Full time employment
• Benefits include Paid Time Off (PTO), Health, Dental, and Vision Insurance, Employee Assistance Program (EAP), Flexible Spending Account (FSA), Health Savings Account (HSA), 401K
• Supportive/collaborative work environment
• Growing company committed to clinical excellence and its mission

Key Responsibilities

Scheduling and Adjustments

Develop and maintain weekly scheduling templates.

Input and update weekly schedules in the scheduling system (CR).

Manage daily schedule changes for learners and staff. (CR)

Conduct schedule audits to ensure all learners and staff meet their required commitment hours, documenting and communicating any necessary adjustments.

Communication and Coordination

Serve as the primary point of contact for all scheduling-related communications, including:

• Inbound and outbound calls via 3CX.
• Inbound and outbound text messaging via 3CX.
• Teams chats with center scheduling groups.
• Emails with center scheduling groups.

Maintain clear and consistent communication with learners' guardians, staff, and center administrators.

Auditing and Compliance

Perform weekly schedule audits to confirm:

• Learners meet required commitment hours or have documented exceptions (e.g., vacations, medical appointments, or other absences).
• Staff schedules align with designated commitment hours:

Full-time (FT): 32 commitment hours per week.

Modified Full-time (MFT): 25 commitment hours per week.

Part-time (PT): Limited to 1.5 admin. hours per week unless approved for more.

Student employees: 30,26,25,15 (depending on level) commitment hours per week / 6 unrestricted student hrs per week (only if completed 30 commitment hrs., if under 30 consult with supervisor before assigning any unrestricted student hrs.)

Conduct availability audits for all learners and technicians to optimize scheduling. (Update in CR)

Ensure all staff and learner records are correctly labeled within CR, including:

• Location labels. (learners and staff)
• BCBA labels (for learners).

Productivity Monitoring and Staff Recommendations

Monitor productivity levels for technicians, BCBA's and Directors in assigned centers, aiming for a 90% or higher productivity rate.

Provide recommendations to supervisors for staffing adjustments based on productivity trends, including:

• Reassigning staff who fail to meet expectations.
• Transitioning part-time staff to MFT roles or MFT staff to FT roles based on six-week commitment averages meeting job category expectation.

Recruitment and Staffing Support

Collaborate with recruiters to meet staffing needs and maintain adequate coverage for current and future learners.

Conduct weekly meetings with recruiters to:

• Ensure appropriate staffing levels align with the center's staffing model.
• Plan for future learners based on projected start dates of the learner and staff.
• Monitor onboarding progress for new learners using the "Up Next/Ready to Schedule" report.

Update new learner email threads regarding new learner schedules and start dates to ensure on track to start based on req. staffing.

Inbox and Documentation Management

Monitor the scheduling email inbox and respond to inquiries or schedule updates promptly.

Utilize DocuSign for document management, including sending and tracking:

• New schedule agreements for staff and learners.
• Other required documents as requested.

Qualifications:

• Prior experience in healthcare, autism services, medical scheduling, or diagnostic coordination preferred.
• Demonstrated experience managing provider calendars and navigating complex scheduling logistics.
• Strong problem-solving skills with the ability to think critically and respond effectively in time-sensitive situations.
• Excellent verbal and written communication skills, with the ability to convey empathy and professionalism.
• Strong multitasking and time-management abilities with a capacity to work independently.
• Proficiency in Microsoft Office Suite, especially Excel (e.g., creating reports, pivot tables, filtering data).
• Experience with EHR systems; familiarity with CentralReach is a plus.
• Bilingual (Spanish or other languages) is preferred but not required.
• Attributes: adaptive, detail-oriented, team-oriented, organized, goal-driven, and resilient in fast-paced settings.
• Willingness to work flexible hours, including evenings and weekends, as needed.
• Ability to maintain composure and professionalism in high-pressure environments.
• Receptive to feedback and open to continuous learning and improvement.

Additional Responsibilities:

• Perform general administrative duties to support daily operations at Highlights Healthcare.
• Proactively suggest process improvements to enhance efficiency and client satisfaction.
• Stay current on industry trends to support professional development.
• Uphold the vision, mission, and values of Highlights Healthcare.
• Participate in the on-call rotation, including evenings, weekends, and holidays.

This role is integral to ensuring the smooth and efficient operation of center scheduling, ultimately supporting the success of both staff and learners.

Highlights Healthcare, LLC is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or Health insurance.

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