Scheduling Assistant

The Scheduling Assistant provides essential administrative support for Behavioral Health within the Health Department, acting as the primary point of contact for patients seeking mental health and substance abuse services. This position is responsible for managing provider calendars, coordinating patient appointments, and ensuring a seamless intake process. The Scheduling Assistant promotes professional and ethical standards to maintain a welcoming environment that reflects the Tribe’s culture, vision, and values. Key responsibilities include handling sensitive inquiries with high confidentiality, verifying insurance eligibility, and collaborating with the clinical team to ensure patients receive timely and appropriate access to care.

DUTIES/RESPONSIBILITIES:

• Coordinate and manage the complex daily schedules for multiple behavioral health therapists and providers.
• Manage high-volume telephone inquiries, providing information and routing calls to the appropriate clinical staff.
• Verify patient insurance coverage and collaborate with the Eligibility and PRC teams to confirm alternate resources.
• Maintain accurate patient demographics and appointment data within the Electronic Health Record (EHR) system.
• Implement a proactive appointment reminder system to reduce no-show rates and optimize provider productivity.
• Monitor and manage the department’s waitlist, filling cancelled slots to ensure maximum access to services.
• Facilitate the patient check-in and check-out process, ensuring all necessary consent forms and updates are signed.
• Ensures patient charts are up to date with all required documentation. 
• Verifies insurance coverage and eligibility
• Assist in the initial screening of crisis calls, following established protocols to route urgent matters to clinical providers.
• Coordinate with external facilities and specialty providers to facilitate the exchange of necessary clinical documentation.
• Prepare daily and weekly scheduling reports for the Behavioral Health Manager to assist in workload planning.
• Organize and maintain departmental files and administrative records in strict accordance with HIPAA and Tribal privacy laws.
• Perform other duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Proficiency in medical scheduling software and Electronic Health Record (EHR) systems.
• Exceptional verbal and written communication skills for interacting with patients in distress.
• High level of competence in maintaining patient confidentiality and understanding HIPAA regulations.
• Strong organizational skills with the ability to manage multiple provider calendars simultaneously.
• Ability to exercise patience, empathy, and professional boundaries when assisting behavioral health patients.
• Proficiency in office technology, including multi-line phone systems and Microsoft Office applications.
• Skill in time management and the ability to prioritize tasks in a fast-paced clinical setting.
• Knowledge of medical terminology and basic insurance billing processes.
• Ability to work collaboratively within a multidisciplinary team of therapists and administrators.
• Strong problem-solving skills to resolve scheduling conflicts and patient grievances professionally.
• Cultural competency and awareness regarding the Iowa Tribe of Oklahoma community.
• Demonstrated commitment to maintaining a professional and welcoming environment for all visitors.

EDUCATION & EXPERIENCE:

• High School Diploma or GED equivalent required.
• Minimum of two years of experience in a medical or behavioral health office setting.
• Proven experience in patient scheduling, registration, or front-desk operations.
• Knowledge of Medicaid, Medicare, and private insurance verification processes preferred.
• Experience working within a Tribal health system or community-based organization preferred.

PHYSICAL REQUIREMENTS:

• Ability to sit for prolonged periods while performing computer-based tasks.
• Manual dexterity required for the operation of keyboards, phones, and office equipment.
• Visual acuity necessary for reading detailed electronic records and schedules.
• Capacity to move office files or supplies weighing up to 20 pounds.
• Ability to maintain a calm and professional demeanor in an active office environment.

CONDITIONS OF EMPLOYMENT:

• Successful completion of applicable tribal drug test.
• Successful completion of applicable tribal background check.
• Must pass background investigation for suitability of character identified in accordance with the Indian Child Protection and Family Violence Prevention Act.
• Possess and maintain a valid driver's license with no serious violations.