Virtual Program Coordinator

The OCD & Anxiety Treatment Center; Canada; On-site; CAD 60,000 - 80,000; Full time

Job summary

A behavioral health clinic is seeking a Virtual Program Coordinator to manage operational functions including overseeing staff, scheduling, and ensuring quality care standards are met. This role requires a Bachelor's degree or relevant experience and offers core benefits such as medical coverage. With a focus on client satisfaction, the coordinator will also assist in onboarding and training staff while maintaining compliance with clinical standards. Ideal candidates will have excellent communication and organizational skills and thrive in a dynamic environment.

Benefits

Medical, dental, and vision benefits

Paid time off

Specialized ongoing training

Qualifications

• Experience in medical practice management is essential.
• Ability to multitask and problem-solve effectively.
• Must have strong written and verbal communication skills.

Responsibilities

• Manage workflow and performance of front office staff.
• Oversee scheduling for both clients and staff.
• Ensure compliance with clinical quality and budget standards.

Skills

Management

Communication

Organizational skills

Customer service

Data entry

Education

Bachelor's degree or 3-5 years of related experience

Tools

Microsoft Word

Microsoft Excel

Job description

• Evening Hours: The position requires evenings.
  • Monday to Friday from 11:00 pm - 8:00 pm.
• This in IN-PERSON: You will help coordinate the virtual program from our office in South Jordan, UT.

The Purpose of Your Role

The Virtual Program Coordinator is responsible for managing the operational functions of the Facility/Clinic and ensuring standards are met for the environment of care. These duties include but are not limited to greeting clients, touring, and scheduling prospective clients, checking in clients, overseeing staffing shifts and effective resource utilization, managing the training of front office staff and BHT’s as needed, answering phones, handling company inquiries, collecting co-payments, filing, organizing documents, maintaining adequate inventory, managing vendors/contracts and other clerical or maintenance duties. They provide support to management and employees by assisting in daily office needs and the performance of the company’s general administrative/clinical activities. The Virtual Program Coordinator will have regular meetings with the leadership of the clinic to ensure Quarterly and Annual KPI’s are met.

The Company You’ll Join

OCD Anxiety Centers has a true passion for bringing help and hope to some of the most underserved clinical populations. We strive to change the lives of individuals and their families who have been suffering from unrelenting anxiety, disturbing and terrifying thoughts, uncontrollable worry, exhausting behaviors and rituals, and avoidance that keeps them from living their lives. We are an evidence-based practice, which means we do what works, we stay up to date with scientific research, and we regularly attend international training to keep us at our very best.

Our Investment in You

Core benefits: medical/dental/vision, with the company contribution to medical benefits for employee

Company-paid employee life insurance

Voluntary benefits

Paid time off includes 15 days (120 hours) of “Paid Time Off”, 5 days (40 hours) of “Sick Time”, and 9 days (72 hours) “Company holiday” pay

Paid specialized ongoing training, strengthening your skills, experiences, and connections that will help advance your career

Key Performance Indicators (KPIs)

QA Facility audits 90%

ALOS of 52 days per client

Achieve a 4.5 on client satisfaction surveys

Successfully pass JCAHO and other state licensing surveys

Stay within the Payroll budget assigned for your team and facilities budget

Required time on treatment floor: 2-5 hours per day

Please note: When you achieve any of the above key indicators your supervisor will counsel you to set a new goal.

Demonstrate all EMR, program knowledge, and skills pertaining to the front desk staff and Behavioral Health Technician positions levels 1-3.

Demonstrate all EMR knowledge pertaining to the Virtual Program Coordinator position including creating a schedule or profile on the EMR for staff, creating encounters in the EMR system, Running an Audit on specific client details, etc

Demonstrate understanding of the scheduling process for new clients and how to pair new clients with therapists at your facility in a timely manner

Demonstrate an understanding of systematic issues that could impact the flow of treatment on the floor

Demonstrate understanding of crisis protocol and the role of the incident commander

Demonstrate understanding of the client policies outlined in the new client paperwork

Demonstrate ability to successfully screen and process client No/Shows in a timely manner

Demonstrate understanding of DHHS (or other state requirements) and JCAHO requirements to maintain accreditation and ensure the Facility’s environment of care is upholding these standards

Demonstrate understanding of facility maintenance needs and effectively managing the budget and standards set by OCD Anxiety Centers.

Demonstrate the ability to follow through with disciplinary actions and development for employees.

Demonstrate ability to train front office staff and BHT’s admin duties such as the EMR system.

Demonstrate ability to train, coach, and mentor BHT’s and Front desk staff for ongoing growth and development by consistent performance reviews, mentoring, coaching, and staff appreciation.

Demonstrate how to properly exit an employee by following the proper procedures and notifying the correct departments

Demonstrate ability to stay organized and maintain an adequate inventory for all office supplies, vendor contracts, and maintenance repairs

Demonstrate ability to connect and build rapport with clients to effectively resolve customer service concerns in a timely manner and encourage them to continue with treatment

Demonstrate ability to communicate effectively with each department in the clinic and notify the correct department for any potential breach of policy or customer service concerns

Demonstrate ability to perform accounting and billing requirements such as collecting mail, payment requests, charge adjustments, petty cash, and reimbursement documentation

Responsibilities:

Manages the workflow, time cards, time off requests, training, development, performance, and disciplinary actions of front office staff and Behavioral Health Technicians (as needed)

Assists BHT’s Supervisor with onboarding, new hiring, and coordination of training BHT’s

Manages BHT scheduling and ensures all staff maintain weekly FTE average of .75 or higher until BHT supervisor is hired, then supports BHT supervisor

Manages the bed management system and works directly with the Program Director and Admissions Manager to ensure a smooth transition for admitting clients.

Manages new client scheduling with clinicians and the bed management system.

Assists with consistent auditing and training on the floor to ensure clinical quality is upheld

Assist the clinical floor with facilitating client groups in an event of low staff-to-client ratios

Monitors productivity and provides constructive feedback and coaching in verbal and written form

Completes all Train the Trainer coaching and responsibilities

Implements leadership-directed changes with positivity and thoughtfulness

Assumes incident commander role as needed

Maintains a reconcilable company credit card per company protocols

Facilitates a welcoming culture with clients, staff, vendors, and community by phone and in person

Facilitates and assists with building maintenance and maintaining an environment of care in compliance with JCAHO and State requirements

Takes an active role in supporting and modeling OCD Anxiety Centers business processes that are both current and in development while supporting and cultivating a positive culture on their team

Assists with new employee hiring and onboarding

Manages the front office operations and building security

Manages facility supplies, inventory, cleaning, safety, maintenance, and overall presentation of the facility

Manages and coordinates with contractors and vendors

Assists in clinical tours as needed

Manages customer service complaints and grievances

Learns and practices de-escalation techniques (may occasionally be exposed to high-stress environments

The Skills and Expertise You Have:

Bachelor's degree or 3-5 years of experience in a related field

2+ years of management experience in a medical practice management role

Professional presentation, team orientated, flexibility with management style

Proficient knowledge of computers, including Microsoft Word, Excel, and other computer software

Accurate and efficient electronic data entry

Must be punctual and maintain excellent attendance

Organized, detail-oriented, takes initiative, and completes job responsibilities independently

Ability to multitask, problem-solve, and have strong written and verbal communication skills

Upholds the OCD Anxiety Centers values

Thrives in a changing work environment including inside, outside, and loud noise level

Preferred Qualifications:

Billing and insurance experience

Disclaimer

OCD Anxiety Centers has not designed this job description to contain a comprehensive list of activities, duties, or responsibilities required of the employee. Furthermore, OCD Anxiety Centers reserves the right to change or assign new duties, responsibilities, and activities at any time, with or without notice.

Equal Employment Opportunity Commission (EEOC) statement

OCD Anxiety Centers is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, genetics, disability, political affiliation, personal appearance, family responsibilities, or any other legally protected class under federal, state, or local law. This applies to all aspects of employment, including recruitment, hiring, job assignments, promotions, working conditions, scheduling, benefits, wage and salary administration, disciplinary action, termination, social, educational, and recreational programs.