Clerk IV (CCPH Client Management and Scheduler)

The flagship of the Commonwealth the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access fuel innovation and creativity and share and use its knowledge for the common good. Founded in 1863 UMass Amherst sits on nearly 1450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching research scholarship and creative activity. The institution advances a diverse equitable and inclusive community where everyone feels connected and valuedand thrives and offers a full range of undergraduate graduate and professional degrees across 10 schools and colleges and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental social economic and technological challenges in our world.

Job Summary

The Center for Counseling and Psychological Health (CCPH) Client Management and Scheduler is responsible for managing and coordinating client appointments ensuring efficient scheduling processes and providing excellent customer service. This role involves working closely with CCPH providers and clients to optimize appointment slots manage cancellations and rescheduling and maintain organized and efficient provider schedules.

Essential Functions

Appointment Scheduling:

• Use electronic health record (EHR) systems or scheduling software to manage appointments accurately and efficiently. Oversee client appointments and be the primary point of contact for scheduling rescheduling and canceling appointments.
• Coordinate with provider staff and Associate Director for Clinical Services to ensure appropriate availability of First Appointments and Follow Up Appointments consistent with each providers Activity Distribution.
• Ensure non-client departmental meetings and events are entered into provider schedules.
• Manage the CCPH waitlist and provide timely updates to students regarding appointment openings.

Student/Client Interaction:

• Answer phone calls and respond to student/client inquiries regarding appointment scheduling cancellations insurance and billing policies and other department procedures.
• Provide clear and accurate information to student/client inquiries about appointment times preparation instructions and any required documentation.
• Handle client requests and concerns with professionalism confidentiality and empathy.

Coordination and Communication:

• Communicate appointment details to clients and follow up on missed or canceled appointments.
• Collaborate with CCPH provider staff to address any scheduling conflicts or urgent appointment needs.
• Ensure timely and accurate documentation of appointment-related information in the EHR system.
• Communicate with on and off campus partners to secure meeting times and update coverage and schedules accordingly.

Administrative Support:

• At times maybe be called upon to cover the front desk.
• Greets and directs clients and/or other visitors. Interfaces compassionately and appropriately with the public in a busy clinical atmosphere regarding personal and sensitive health concerns. Recognizes emotional crises requiring immediate professional and clinical attention.
• Ensures accuracy of patient registration and insurance information by entering or updating data on the EHR system.
• Communicates professionally and appropriately with clinical staff as needed.
• Answers multiple-line telephone and refers calls appropriately.
• Provides and distributes appropriate paperwork to clients for appointments as needed.
• Receives cash checks and credit card insurance co-payments and fee-for-service payments.
• Answers questions regarding scheduling behavioral health insurance coverage release of information confidentiality and office policy. Communicates with patients around collecting insurance information and verifies insurance eligibility.
• Addresses problems/complaints professionally and appropriately and refers to appropriate personnel given scope of problem or complaint.
• Operates various office machines i.e. PC copying machine and fax.
• Participates in various types of departmental meetings regarding policies procedures and quality improvement as part of the administrative team.
• Works on special projects as assigned by the CCPH Leadership including delegation of duties during times of absence or as assigned for training purposes.
• Recognizes the impact that racism oppression and other systemic inequities have on student access to care. Demonstrates the capacity skill and willingness to learn to increase access and promote student success.

Compliance and Quality:

• Adhere to office policies and procedures including confidentiality and HIPAA regulations.
• Participate in training and development to stay current with best practices in scheduling and patient care.

Minimum Qualifications

• High school diploma or equivalent.
• One (1) year of experience in medical/mental health environment at a medical institution or in a behavioral health setting.
• Proficiency with scheduling software EHR systems and general office equipment.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks simultaneously and prioritize effectively in a fast-paced environment.

Preferred Qualifications

• Previous experience in a medical office or mental healthcare setting is highly desirable.
• Basic knowledge of mental health terminology and insurance processes is a plus.

Physical Demands/Working Conditions

Typical mental health clinic environment.

Work Schedule

• Monday Friday 8:30am 5:00pm.

Salary Information

• USA/MTA Non-Exempt Grade 13.
• Classified Step Scale

Special Instructions to Applicants

Along with the application please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.