Central Scheduling Coordinator

About the Role

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), medication-assisted treatment (MAT), and psychiatric services across Billings and Bozeman locations. This position coordinates, schedules, and optimizes client appointments to ensure timely access to care, provider productivity, and maximization of billable services. The role ensures appointments align with payer requirements and organizational standards to prevent billing conflicts and denials. It also involves proactive client outreach, including appointment reminders, rescheduling, and engagement efforts to reduce no-show rates and support continuity of care.

The Central Scheduling Coordinator collaborates with clinical, medical, and administrative teams while maintaining compliance with HIPAA, 42 CFR Part 2, CARF standards, and applicable state and federal regulations.

Responsibilities

• Scheduling & Coordination
  • Serve as the central point of contact for scheduling all outpatient services, including mental health, substance use disorder, psychiatric, and medication management.
  • Schedule appointments across multiple locations (Billings and Bozeman), providers, and service lines.
  • Coordinate appointments to maximize access to care while supporting provider productivity and clinic flow.
  • Ensure appointments are scheduled in accordance with billing and payer requirements.
  • Maintain and follow provider scheduling templates, service rules, and program requirements.
  • Review schedules daily for accuracy, conflicts, and optimization opportunities.
  • Coordinate rescheduling due to provider changes, cancellations, or client needs while maintaining continuity of care.
• Client Engagement & Communication
  • Conduct appointment reminder calls, texts, and/or electronic notifications to clients.
  • Perform outreach to reschedule missed appointments and reduce no-show rates.
  • Provide clear instructions to clients regarding appointment details, expectations, and any preparation needed.
  • Communicate professionally and compassionately with clients, families, and referral sources.
  • Assist in problem-solving scheduling barriers such as transportation, timing conflicts, or service coordination.
• Documentation, Systems, & Compliance
  • Accurately enter and update appointments in the electronic health record (EHR) system.
  • Verify and update client demographic and contact information with each client contact.
  • Ensure scheduling practices align with billing requirements, payer rules, organizational policies, CARF standards, and regulatory expectations.
  • Maintain strict confidentiality in accordance with HIPAA and 42 CFR Part 2.
  • Track and monitor scheduling metrics such as no-show rates, cancellations, and scheduling gaps.
• Collaboration & Operational Support
  • Work collaboratively with providers, care coordinators, intake, and administrative teams to coordinate client care.
  • Communicate scheduling issues, trends, or barriers to leadership in a timely manner.
  • Assist with the development and refinement of scheduling workflows, templates, and processes.
  • Support performance improvement initiatives related to access to care, engagement, and revenue cycle outcomes.
  • Participate in staff meetings, trainings, and process improvement efforts.
  • Perform other duties as assigned.

Organizational Competencies

• Accountability: Takes ownership for resolving problems, reaching goals, and serving patients, team, and organization. Accepts responsibility for own behavior and ensures resources are allocated according to strategic priorities.
• Time Management: Maximizes the use of time and resources, effectively prioritizes tasks, and completes documentation accurately and timely.
• Teamwork: Works cooperatively and capably with a wide variety of people, promotes teamwork and information sharing, and maintains professional boundaries.
• Flexibility: Adapts rapidly to changing work demands and priorities.
• Confidentiality: Complies with HIPAA and 42 CFR Part 2 regulations to safeguard confidential information.
• Safety: Knows and understands emergency procedures and completes incident reports within 24 hours.
• Communication: Uses positive communication skills to promote effective interpersonal relationships, provides timely follow-up, and models professionalism.
• Customer Service: Strives for service excellence, anticipates and meets patient needs, and obtains feedback to improve service delivery.
• Respect: Establishes compassionate and supportive rapport with patients and communicates tactfully with all stakeholders.
• Quality Improvement: Collects, organizes, and reports information to improve systems and services, and participates in process improvement efforts.

Requirements

• High School diploma or GED required.
• Minimum of 1-2 years prior experience in a medical office setting, behavioral health field, and/or scheduling position preferred.

Skills

• Strong organizational and time management skills.
• Ability to manage multiple schedules, providers, and locations simultaneously.
• Knowledge of healthcare scheduling, insurance, and billing practices preferred.
• Excellent communication and customer service skills.
• Problem-solving and critical thinking skills for a fast-paced environment.
• Proficiency with Microsoft Office Suite and Electronic Health Record (EHR) systems.
• Understanding of behavioral health services.

Physical Demands

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

Work Environment

• Involves everyday risks or discomforts requiring normal safety precautions in an office setting, meeting rooms, and patient care areas.
• High volume of telephone and computer-based duties with frequent interruptions in a fast-paced environment.
• Work may involve mental and emotional stress.
• Some driving required.
• Primarily based in the Billings office, supporting scheduling tasks for both Billings and Bozeman locations.