Pay Rate: $21-$25 per hour
Here at MeBe, our culture of compassion and inclusion guides everything we do! We’re a family-owned provider of Applied Behavior Analysis, Speech Language Pathology, and Occupational Therapy, and we’re all about clinical quality. Our caring team members work together, collaborating across disciplines to create the best possible outcomes for the children and families we partner with. Play-filled, research-based care is the MeBe way!
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The Appointment Concierge plays a critical role in ensuring smooth and uninterrupted therapy services. They promptly handle cancellation requests, coordinate substitute coverage, and communicate changes effectively to therapy teams. Their meticulous scheduling, empathetic support, and collaborative problem-solving are essential for maintaining high-quality care and seamless operations.
Schedule: Mon-Fri 7 am - 4 pm (eastern time) or Tues-Sat 7 am - 4 pm (pacific time)
Responsibilities:
- Appointment Cancellation Management: Answer incoming calls to the appointment cancellation line and promptly handle appointment cancellation requests from staff and client caregivers.
- Substitute Coverage Coordination: Work diligently to find suitable substitute coverage when cancellations occur. Collaborate with therapists and other team members to identify available staff who can fill in for canceled sessions.
- Communication with Therapy Teams: Notify therapy teams about cancellations and changes in coverage in a timely and clear manner. Communicate relevant information, such as the reason for cancellation and the assigned substitute, to ensure seamless transitions and continuity of care.
- Schedule Adjustments: Update schedules in the appointment system accurately to reflect cancellations, substitute coverage, and any necessary adjustments. Ensure that all relevant parties have access to the most up-to-date schedule information.
- Client/Caregiver and Staff Support: Provide empathetic and courteous assistance to staff and caregivers who call to cancel appointments. Address their concerns and questions, offer guidance, and assist in rescheduling appointments whenever necessary.
- Recordkeeping and Documentation: Maintain accurate records of cancellations, substitute coverage arrangements, and communication with therapy teams. Ensure documentation is complete and accessible for reference and reporting purposes.
- Problem Solving: Proactively identify scheduling challenges and conflicts, and propose creative solutions to ensure consistent coverage and minimize disruptions in therapy services.
- Collaborative Engagement: Collaborate closely with the scheduling department, therapy teams, and other departments to ensure efficient coordination of scheduling activities and support seamless operations.
Perks and Benefits:
- Dental, Vision, Medical insurance, Employee Assistance Program, and Life and AD&D
- Enroll in our 401(k) after 3 months of employment (must be at least 21 years of age)
- Paid Time Off: 10 days
- Holidays (9): 4 floating holidays and 5 company-observed holidays
- Paid sick-time (1 hour/30 hours worked)
- Unlimited employee referral bonuses (Get paid to work with your friends!); $250/hourly referral and $500/salary referral (paid out after 90 days of employment)
- Tuition discounts available to all employees through our University Partnerships
- 1 free month of BetterHelp counseling (4 sessions) and 15% off all sessions thereafter
- Accident, Hospital Indemnity, Short Term Disability, and Critical Illness Insurance
- 20% discount for Spot Pet Insurance
Requirements:
- Must be able to work either Mon-Fri 7 am - 4 pm (eastern time) or Tues-Sat 7 am - 4 pm (pacific time)
- High School Diploma or equivalent
- Call center/customer service experience, min 1 year
- Working knowledge of ABA, Speech or OT a plus
- Familiarity with Central Reach a plus
- Proficient computer skills, including experience with scheduling software and G-suite
- High level of integrity
- Excellent customer-oriented attitude
- High energy, drive for excellence
- Strong communication and presentation skills, both verbal and written
- Strong attention to detail and accuracy in record keeping and documentation
- Strong organizational and time management abilities
- Excellent multi-tasking skills
- Problem solving mind-set and ability to work well under pressure
- Ability to work collaboratively with diverse teams and adapt to changing priorities
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
