Shift Coordinator - Customer Experience

Suncoast Center, a leader in quality behavioral health services, is seeking compassionate and dedicated individuals to join our team of caring professionals support the clients and team as a Shift Coordinator - Customer Ambassador/Customer Experience Suncoast Center offers a variety of programs such as intensive community based mental health, forensic programs, office-based mental health and substance use care, as well as programs designed to assist children and their families in an effort to capture the needs of the entire community. Suncoast Center has devoted over 75 years to ensuring the community has access to mental health services and support to individuals in need. Shift Coordinators work on the Front Desk in the Outpatient Locations throughout Pinellas County. Travel to all sites is required as part of the position. The hours are Monday through Thursday 10am to 7pm(day before any agency holidays hours would be 8am to 5pm with the hour unpaid lunch/break period) with an hour unpaid lunch/break period and Fridays 8am to 5pm with an hour unpaid lunch/break period.

Job Duties:

• Function as lead ambassador in-person and telephonic access point for clients and guests in designated agency locations and service areas.
• Ensure the lobby is fully prepared to accept client by 7:45am (if the opener)
• Ensure the lobby and building is prepared for closing by 6:45pm Monday through Thursday (fi the closer)
• Ensure the lobby and building is prepared for closing by 4:45 pm (if the opening/closer on the 5pm closing days)
• Ensure each client entering the lobby receives excellent service.
• Ensure the ambassadors are requesting ID, insurance and copay.
• Greets all clients, staff, and guests at check-in and maintains exceptional customer service
• Ensure the Ambassadors are inputting the CIR packet to the shared folder.
• Ensure the lobby is being monitored for clients waiting for long periods and make effort to move client's through the lobby expeditiously.
• Communicate with manager daily prior to leaving for the day to inquire on changed to the schedule.
• Coordinates with client/staff to obtain solutions to problems.
• Establishes and prioritizes job tasks, desired solutions to problems and develops a realistic plan for their accomplishment.
• Communicate with Manager to discuss coverage changes and methodology to improve efficiency.
• Performs location opening procedures
• Review the providers schedule calendars for errors and use as teaching tool to guide ambassadors
• collects payments, issues receipts and balances cash drawer at the end of each shift
• Ensures the flow of information both horizontally and vertically to better utilize resources and to ensure quality and productivity of program.
• At the direction of the Program Manager, be accessible to staff and provides direction to staff. Acts as a mentor to staff by providing guidance and training to enhance growth in documentation skills and adherence to confidentiality standards.

• Provides access to information and referral sources for consumers
• Provide all access services prior to receipt of clinical services.
  1. Greets new and established clients entering the location
  2. Checks clients in/out in a timely and accurate manner
  3. Provides intake forms and ensures completion
  4. Enters intake and enrollment information into Avatar
  5. Verifies insurance of new and established patients
  6. Completes financial eligibility and other client enrollment bundle forms
  7. Provides new client orientation
  8. Obtains signed authorizations for treatment
  9. Obtains signed releases of information and fee agreements
  10. Updates client information as necessary at check-out or check-in
  11. Schedules appointments for clients and providers.
  12. Ensure all guests are signed in and directed to their appointment.
• Provides and responds to check-out and follow-up information for clients and other customers
• Ensures live answer of desk phones during assigned times.
• Answers the telephone in a professional manner and directs calls to appropriate staff.
• Completes assigned scheduling and enrollment tickets
• Works with clinical/medical staff to ensure timely client flow through scheduled services
• Understands the support function of the job and assumes responsibility for assignments.
• Assists with follow up on all pending client issues.
• Distributes and collects client satisfaction surveys.
• Follows department procedures for Avatar entries to insure the quality and integrity of the data entry.
• Rotate location and site when reassigned periodically throughout the year to insure demonstrated competency and the integrity of agency and department procedures across all outpatient sites.
• Accepts required overtime as assigned due to staff vacancies or department shortages.
• Relates well with others and engages calmly with a diverse population to support safety and risk reduction for staff, clients, and other stakeholders.
• Coordinates with client/staff to obtain solutions to problems.
• Establishes and prioritizes job tasks, desired solutions to problems and develops a realistic plan for their accomplishment.
• Provides access to information and referral sources for consumers.
• When phone or in person contact requires AVATAR input, completes this process concurrently.
• Ensures timely and accurate data entry and outcomes for designated service areas and generates required reports.
• Participates in team meetings, supervision, and other meetings as scheduled
• Accesses a location manager on duty when needed.
• Accomplishes individual goals
• Completes other duties and special projects as assigned.

• The ability to function and operate as a team player, showing dignity and respect for all.
• The ability to comply with all equal employment opportunity and ethical standards and regulations.
• The ability to take direction in a respectful and productive manner from supervisors and managers.
• The ability to work, as scheduled, in a timely fashion, and with an attitude oriented to service.
• The ability to have cordial and professional relationships both within the organization and with vendors, clients and third parties.
• If appropriate, the ability to produce all appropriate paperwork and reports consistent with contractual, state or federal standard, and to prepare and submit such paperwork on a timely basis.
• The ability to understand and comply with Suncoast Center, Inc. policies and procedures.
• The ability to render compassionate care and equal commitment to serve clients in need of healthcare assistance.