Scheduling and Logistics Coordinator

Position Overview:

 

The Scheduling and Logistics Coordinator is on the front line in the fight against addiction and plays a key role helping RCA to achieve its mission of aiding 1MM patients achieve a life of recovery. The Scheduling and Logistics Coordinator is a critical point of contact as the patient completes the intake process, by providing support to the patient, family and loved one. The Scheduling and Logistics Coordinator’s objective is to get the patient to a Recovery Centers of America substance abuse and addiction facility where they can receive the help they need. The disease of addiction frequently overpowers the will and sensibilities of the Patient and Family who will frequently present obstacles and barriers to admission — the job of the Scheduling and Logistics Coordinator is to assist in removing these obstacles and create solutions to keep the patient and family on-track.

The Scheduling and Logistic Coordinator demonstrates compassion, empathy, and care in every interaction. The process for scheduling includes a final verification of pre-admission requirements including the coordination and oversite of transporting the patient to our facility, encouraging, and supporting the patient and their loved ones to remain committed to their scheduled admission, and maintaining communication and engagement with patients who may be ambivalent to treatment. The Scheduling and Logistics Coordinator always conveys a sense of urgency and need to admit same day.

 

 

Specific Responsibilities:

• Promptly receives and processes inbound Admission Center interactions via phone, email, chat and/or social media channels
• Identifies vulnerable or at-risk admissions and proactively intercedes to get the patient to treatment.
• Actively analyzes open cases, determines next steps and patient follow-up strategies. Documents strategies and next steps in case comments while simultaneously collaborating with Advisors to execute against the plan.
• Keeps cancellations and readmission targets in the forefront of the Team. Track and speaks to progress against targets in daily staff meetings.
• Actively instructs transport drivers on pick-up and discharge priorities. Works collaboratively with Transportation coordinators at the sites to optimize patients being delivered to treatment in a timely manner.
• Aids drivers when patients put up barriers to admission. Steps in to serve as the "voice of reason."
• Comforts, motivates, and inspires patients to accept help and successfully intervenes, as needed
• Demonstrate leadership, professionalism, and uncompromising ethical behavior
• Follows defined policies and procedures, responsible for all phases of the Admissions process from providing program and services information and triage to completing the intake process for admission including, but not limited to:
• Pre-screens patients for treatment, identifying psychosocial, mental health and medical issues
• Ensures intake documentation is accurate in the RCA salesforce.com system and other relevant systems/technologies
• Reviews and understands insurance eligibility
• Assesses facility and bed availability based on patient needs and schedules logistics for admissions, including transportation, and intervention services as necessary/requested
• Works collaboratively with the Admissions Center team members, field business development team, the facility, and transportation team members and professionals in the community to support safe and efficient admissions to one of our facilities

• Connecting all patients to care
• All logistics and components relative to scheduling, rescheduling, admitting, and cancelling patient admissions
• All logistics and components relative to the coordination, oversight, and follow up of patient transportation to ensure patients are connected to care safely and efficiently
• Timely intervention on potential canceled admissions/assessments
• Serves as the final gatekeeper of safety, criteria, and viability pre-admission (pushing cases)

• Outreach to patients who canceled their admission or did not attend their scheduled outpatient programming to maintain treatment involvement/participation
• Adheres to service levels, goals and metrics that measure the performance of the Admission Center, its team members, and its services
• Adheres to all regulatory and compliance policies
• Adheres to quality assurance guidelines as evidenced by monthly call reviews, daily maintenance of systems, email, team member communications, and maintains up to date required training

 

Education and Experience:

• Bachelor’s Degree preferred
• 2+ year’s professional experience in healthcare, customer service or sales in an admission center environment preferred
• Proficiency in Microsoft office. Salesforce experience a plus
• Demonstrated experience providing empathetic and compassionate care for individuals in need

Preferred experience:

• Experience working in a substance abuse facility, in the treatment of addiction or mental health

The Scheduling and Logistics Coordinator is an entry level position in the Scheduling and Logistics Career Progression. The Scheduling and Logistics Coordinator is required to be in this role for a minimum of six (6) months before being eligible to advance to another Mission Center role.

As a growing, healthcare company there are opportunities for the Scheduling and Logistics Coordinator to manage teams, attend training sessions, coach, mentor others, join in quality control sessions and lead projects critical to the growth of the company. This is an opportunity for someone looking to advance their career to a management position.

 

 

Competencies:

 

• Leadership: Effective building support and promoting success in a team-centered environment.
• Customer Service: Demonstrates concern for meeting internal and external customer needs Operates within the resource limitations.
• Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, and is in command of critical issues.
• Integrity: Upholds personal and professional ethics and values. Considerate of the values of the organization and respects the culture, beliefs, and abilities of individuals.
• Ability to deal with difficult people: Respond to difficult customer behavior with diplomacy and tact, including diffusing anger, creating rapport, and influencing behavior.
• Resilience: Copes with stressful and adverse situations, rebounds quickly, and learns from experience.

Capable of to working alone, independently, and within a team environment.

 

Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

 

Travel: None to minimal travel

 

 

 

RCA’s Passion

"I love working at RCA because I love the mission we serve, and because of our patients and teammates. This is the most passionate, caring group of people in our industry, and they work harder than anyone else to help save lives. The daily professional and personal growth I get by taking on new challenges and constantly living outside of my comfort zone is unmatched." – Mike F. RCA Mission Center

 

In 2013, Recovery Centers of America (RCA) announced a goal: Save one million lives from the disease of addiction. We’re working fast and hard to fulfill that promise, with over 11 facilities that offer evidence-based inpatient, outpatient, and medication-assisted treatment 24 hours a day, 365 days a year.

We know one size doesn’t fit all when it comes to addiction treatment; that’s why we tailor our treatment for each patient and offer specialized programs for patients with trauma and multiple recurrences, as well as programs for older adults, first responders, and more.

We believe in the power of local treatment, because families are a huge part of the treatment and recovery process at RCA. Our family program rebuilds, restores, or strengthens family relationships.

Our curriculum, resources, and evidence-based care were created to help patients not just achieve recovery but maintain it for life. All our services and treatment are delivered by clinical expertise – that’s where you come in.

Our services and treatment are delivered by compassionate, dedicated expertise – that’s where you come in.

As a Scheduling and Logistics Coordinator, you’ll be a part of our heroic mission of helping millions of people jumpstart their recovery. Your passion for fighting back against the disease of addiction will aid in patient recovery. You’ll have the exciting yet intense role of speaking with patients, their families, hospitals, and anyone looking for help for addiction. Not only will you have the opportunity to connect people with the help they need, but you’ll be saving lives on a daily basis.

If you’re looking for a fulfilling, life-changing job, Recovery Centers of America is the right place for you. And you’re the right candidate for us!