The Scheduling Support Specialist ensures high-quality participant care by efficiently coordinating and scheduling services for Recovery and Reentry programs. This position is responsible for gathering and maintaining program data to meet ASAP, OCS, and Drug Court requirements through accurate documentation and electronic health records management. Working in partnership with our people, the Scheduling Support Specialist develops opportunities that fulfill our endless potential by facilitating access to recovery services. The role requires collaboration with external partners, internal Recovery and Reentry programs, and the Legal and Billing departments to support seamless administrative operations.

Scheduling Support Specialist I

• Collaborate with support and clinical staff as part of the care team to deliver optimal customer service and clinical outcomes.
• Complete new participant profiles, contact participants to schedule appointments, update guarantor information, and verify insurance eligibility in a timely, professional, and courteous manner.
• Perform patient identification, registration, and appointment scheduling, ensuring all required signatures and documentation are obtained.
• Communicate appointment details to participants, including date, time, location, and any required preparation while responding to participant inquiries regarding scheduling, services, and procedures.
• Manage and update daily appointment calendars for multiple healthcare providers, coordinating appointment rescheduling or cancellations as needed.
• Answer incoming calls and handle follow-up and referral requests to schedule initial appointments while providing front desk support at all Recovery and Reentry locations as needed.
• Accurately and efficiently enter data into the permanent electronic health records (EHR) system while interacting with patients and generating daily or weekly appointment reports.
• Serve as the Legal Liaison between CITC's Legal Department and Recovery and Reentry, managing the release and receipt of participant information to internal and external agencies in compliance with 42 CFR Part 2 and HIPAA.
• Complete patient checkout and schedule follow-up appointments as requested by the Outpatient Program.
• Collaborate with healthcare providers to confirm availability and assist in resolving scheduling conflicts or delays.
• Draft, edit, and prepare letters, documents, and other correspondence for mailing as requested.
• Actively participate in CITC privacy training and protect participant information in accordance with federal and state laws, CITC policies, procedures, and practices.
• Access protected health information only to the extent necessary to complete job duties and share information on a need-to-know basis.
• Report any concerns regarding privacy policies and observed violations to the designated Privacy Officer.
• Perform all related duties as needed and assigned.

Scheduling Support Specialist II

• Perform all duties and responsibilities of Scheduling Support Specialist I with a high level of advanced proficiency.

• Strong client service skills, both in person and over the phone.
• Excellent verbal and written communication abilities, including proper grammar, vocabulary, spelling, and proofreading.
• Flexible and adaptable to shifting priorities and needs.
• Strong time management skills with the ability to handle multiple deadlines and projects efficiently.
• Excellent organizational skills.
• Proficient with computers: word processing, email communication, internet resourcing, spreadsheets, and EHR systems.
• Ability to work independently and with minimal supervision while maintaining attention to detail.
• Strong problem-solving and critical thinking skills.
• Demonstrated knowledge and understanding of the social, health, educational, training, and cultural needs of the Alaska Native and American Indian community.

CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.

• Continued employment is contingent upon completion of satisfactory state and federal fingerprint criminal background check.
• CPR certified or ability to be certified within 30 days of hire.

Scheduling Support Specialist I

• High school diploma or GED.
• Two (2) years of experience in a healthcare setting in clerical, front desk, administrative, or similar roles.
• One (1) year Release of Information (ROI) experience and working knowledge of HIPAA.

Scheduling Support Specialist II

• High school diploma or GED.
• Three (3) years of experience in a healthcare setting in clerical, front desk, administrative, or similar roles.
• Two (2) years Release of Information (ROI) experience and working knowledge of HIPAA and 42 CFR Part 2.

• Four (4) years of experience in a healthcare setting in clerical, front desk, administrative, or similar roles.
• Two (2) years of Release of Information (ROI) experience in addition to working knowledge of 42 CFR Part 2 regulations and HIPAA.
• Experience in a behavioral health setting and/or substance and alcohol abuse.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• May require prolonged periods of sitting at a desk and consistently working on a computer with repetitive motion.
• The need to occasionally move around the office to access filing cabinets, storage cabinets, and office equipment may be necessary.
• Must be able to lift up to 25 pounds occasionally by utilizing proper lifting techniques and working in a safe manner.

Disclaimer
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.