Job Description

The Central Scheduling Coordinator serves as the primary point of contact for all outpatient scheduling for behavioral health services, including mental health, substance use disorder (SUD), MAT, and psychiatric services across Billings and Bozeman locations. This position is responsible for coordinating, scheduling, and optimizing client appointments to ensure timely access to care, provider productivity, and maximization of billable services. The Central Scheduling Coordinator ensures appointments are structured in alignment with payer requirements and organizational standards to prevent billing conflicts and denials. This role provides proactive client outreach including appointment reminders, rescheduling, and engagement efforts to reduce no-show rates and support continuity of care. The Central Scheduling Coordinator works collaboratively with clinical, medical, and administrative teams while maintaining compliance with HIPAA, 42 CFR Part 2, CARF standards, and applicable state and federal regulations. Positively represents the organization and promotes Rimrock’s Mission to the community.

ESSENTIAL FUNCTIONS:

SCHEDULING & COORDINATION

1. Serves as the central point of contact for scheduling all outpatient services including but not limited to: Mental health services, substance use disorder services and psychiatric and medication management
2. Schedules appointments across multiple locations (Billings and Bozeman), providers, and service lines.
3. Coordinates appointments in a manner that maximizes access to care while supporting provider productivity and clinic flow.
4. Ensures appointments are scheduled in accordance with billing and payer requirements.
5. Maintains and follows provider scheduling templates, service rules, and program requirements.
6. Reviews schedules daily for accuracy, conflicts, and optimization opportunities.
7. Coordinates rescheduling due to provider changes, cancellations, or client needs while maintaining continuity of care.

CLIENT ENGAGEMENT & COMMUNICATION

1. Conducts appointment reminder calls, texts, and/or electronic notifications to clients.
2. Performs outreach to reschedule missed appointments and reduce no-show rates.
3. Provides clear instructions to clients regarding appointment details, expectations, and any preparation needed.
4. Communicates professionally and compassionately with clients, families, and referral sources.
5. Assists in problem-solving scheduling barriers such as transportation, timing conflicts, or service coordination.

DOCUMENTATION, SYSTEMS, & COMPLIANCE

1. Accurately enters and updates appointments in the electronic health record (EHR) system.
2. Verifies and updates client demographic and contact information with each client contact.
3. Ensures scheduling practices align with: Billing requirements and payer rules, Organizational policies and procedures and CARF standards and regulatory expectations
4. Maintains strict confidentiality in accordance with HIPAA and 42 CFR Part 2.
5. Tracks and monitors scheduling metrics such as no-show rates, cancellations, and scheduling gaps.

COLLABORATION & OPERATIONAL SUPPORT

1. Works collaboratively with providers, care coordinators, intake, and administrative teams to coordinate client care.
2. Communicates scheduling issues, trends, or barriers to leadership in a timely manner.
3. Assists with development and refinement of scheduling workflows, templates, and processes.
4. Supports performance improvement initiatives related to access to care, engagement, and revenue cycle outcomes.
5. Participates in staff meetings, trainings, and process improvement efforts.
6. Performs other duties as assigned.

ORGANIZATIONAL COMPETENCIES:

1. Accountability – Takes ownership for resolving problems, reaching goals, and serving patients, team, and organization. Accepts responsibility for own behavior. Assures that resources are allocated in accordance with the priorities of the strategic plan. Performs self-quality monitoring in order to develop and execute plans to meet established goals.
2. Time Management – Maximizes the use of time and resources and effectively prioritizes tasks. Completes paperwork, evaluations, and other required documentation accurately and timely.
3. Teamwork – Works cooperatively and capably with a wide variety of people. Actively promotes teamwork and information sharing within and across departments. Works in a spirit of teamwork and trust and maintains professional boundaries in working with others.
4. Flexibility – Adapts rapidly to changing work demands and priorities.
5. Confidentiality – Complies with all HIPAA and 42 C.F.R. Part 2 regulations relating to privacy, security, and confidentiality. Safeguards confidential information of patients, employees, and business operations
6. Safety – Knows and understands emergency procedures and completes incident reports within 24 hours of event with detailed information.
7. Communication – Consistently uses positive communication skills to promote effective interpersonal relationships. Provides timely and thorough follow-up with internal and external customers. Models professionalism by addressing others with appropriate actions, appearance, and communication. Models and promotes effective written and verbal communication.
8. Customer Service – Supports the organization’s customer service initiative. Strives for service excellence by seeking challenges and turning them into opportunities. Anticipates and meets needs of patients while maintaining appropriate boundaries. Displays a friendly, helpful, and approachable demeanor. Obtains feedback from patients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.
9. Respect – Establishes compassionate and supportive rapport with patients. Communicates tactfully and respectfully with patients, coworkers, and others.
10. Quality Improvement – Assures that information is collected, organized, reported and used to improve the quality of systems and services. Recognizes and appropriately reports to supervisor areas within scope of responsibility that fall outside the quality parameters. Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.

EDUCATION/TRAINING: High School diploma or GED required. Prefer a minimum of 1-2 years prior experience in a medical office setting, behavioral health field and/or scheduling position.

SKILLS: Must have strong organizational and time management skills. Ability to manage multiple schedules, providers and locations simultaneously. Knowledge of healthcare scheduling and insurance and billing practices is preferred. Must have excellent communication skills and place a priority on customer service. Problem solving and critical thinking skills are crucial in this fast- paced environment. Proficiency with Microsoft Office Suite and Electronic Health Record systems. Ability to understand behavioral health services.

PHYSICAL DEMANDS:

Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of a keyboard, reaching with hands and arms, and talking and hearing, approximately 70% of the time. Approximately 30% or less of the time is spent standing. Normal vision abilities required, including close vision and ability to adjust focus.

WORK ENVIRONMENT/JOB LOCATIONS: Involves everyday risk or discomfort requiring normal safety precautions in an office setting, meeting room and patient care areas. High volume of telephone and computer-based duties. Frequent interruptions in a fast-paced work environment. Work may involve mental and emotional stress. Some driving required. Will work primarily out of the Billings office performing and supporting all scheduling tasks for both the Billings and Bozeman locations.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.