COORDINATOR - NOTIFICATION OF OUTPATIENT APPOINTMENTS

First Health Care of Puerto Rico; Guaynabo (PR); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Excellent Medical, Dental, Vision and

Prescription Drug Plans

401(K) with company match

Tuition incentive

Career development opportunities

Job summary

FHCHS of PR, Inc. is seeking a Call Center Notification Specialist in Puerto Rico to manage outbound calls notifying and confirming mental health outpatient appointments. You will verify identities, share appointment details, and document actions in our secure systems.

The role requires strong Spanish and English communication, privacy awareness, and adherence to productivity metrics. Collaboration with providers, case managers, and clinical staff is essential, with opportunities for growth

Qualifications

• Basic knowledge of mental health terminology and services.
• Use of phone systems, documentation platforms, and case management applications.
• Excellent verbal communication and customer service skills.
• Ability to handle confidential information with discretion and professionalism.
• Ability to work toward productivity and quality goals.
• Attention to detail and accuracy in documentation.
• Ability to manage sensitive situations with empathy and respect.

Responsibilities

• Make outbound calls to notify and confirm mental health outpatient appointments.
• Verify member identity following privacy protocols.
• Provide information on date, time, modality, and location of appointments.
• Document actions accurately in designated systems.
• Identify and report unconfirmed appointments, cancellations, and contact issues.
• Offer guidance on appointment process and service requirements.
• Maintain communication with providers, case managers, and other departments.
• Follow up with non-responsive members per procedures.
• Escalate situations requiring clinical or administrative intervention.
• Monitor productivity, quality, and response times per department metrics.
• Safeguard PHI and comply with privacy and regulatory policies.
• Participate in training and process-improvement activities.
• Participate in new projects assigned by supervisor or director.

Skills

Verbal communication

Written communication

Phone systems

Documentation platforms

Bilingual Spanish/English

Education

Bachelor's degree in health-related field

Tools

Case management applications

Electronic documentation systems

Job description

Responsibilities

FHCHS of PR, Inc. organization with extensive experience in managing mental health benefits and developing solutions that promote the emotional well-being of individuals, families, workplaces, and communities. Since our foundation in 1996, at FHC Mental Health, we have worked to facilitate access to excellent mental health services and support people at different stages of their lives. Our experience has allowed us to evolve, expand our services, and develop integrated solutions that promote prevention, guidance, recovery, and continuity of care.

Website: https://fhcsaludmental.com/.

Responsible for making notifications and confirmations of previously coordinated mental health outpatient appointments, ensuring effective, timely, and confidential communication with members, providers, and authorized parties. This role contributes to treatment adherence, continuity of mental health services, and the reduction of missed scheduled appointments.

1. Make outbound phone calls to notify and confirm previously coordinated mental health outpatient appointments.
2. Verify the member’s identity following the organization’s established privacy and confidentiality protocols.
3. Provide information related to the date, time, modality, and location of the appointment, as applicable.
4. Accurately and promptly document all actions taken in the designated systems and platforms.
5. Identify and report unconfirmed appointments, cancellations, rescheduling requests, and difficulties contacting members.
6. Provide basic guidance regarding the appointment process and the requirements needed to receive services.
7. Maintain effective communication with providers, service coordinators, case managers, and other departments involved in the member’s care.
8. Follow up with members who do not respond to initial contact attempts, in accordance with established procedures.
9. Escalate situations identified during calls that may require clinical or administrative intervention.
10. Monitor and comply with productivity, quality, documentation accuracy, and response time indicators established by the department.
11. Safeguard protected health information (PHI) and comply with all privacy, confidentiality, and regulatory compliance policies.
12. Participate in training, calibration, and continuous process improvement activities related to notifications and service coordination.
13. Participate in a new project as assigned by the supervisor or director.

Benefit& RewardsHighlights

• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match
• Career development opportunities within UHS and its 300+ Subsidiaries!
• Tuition incentive
• Continuing education incentive
• Vacation and sick license, among others.

About Universal Health Services

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom. www.uhs.com.

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Qualifications

Knowledge and Competencies

• Basic knowledge of mental health terminology and services.
• Use of phone systems, documentation platforms, and case management applications.
• Excellent verbal communication and customer service skills.
• Ability to handle confidential information with discretion and professionalism.
• Ability to work toward productivity and quality goals.
• Attention to detail and accuracy in documentation.
• Ability to manage sensitive situations with empathy and respect.

Minimum Requirements

• Bachelor’s degree in health, social work, psychology, or related fields.
• Proficiency in computer programs and electronic documentation systems.
• Excellent oral and written communication skills in Spanish; bilingual (Spanish and English) preferred.

Suggested Performance Indicators

• Percentage of appointments notified within established timeframes.
• Effective member contact rate.
• Accuracy and timeliness of documentation.
• Compliance with productivity and quality metrics.
• Compliance with privacy and confidentiality requirements.
• Reduction in no-shows through effective appointment confirmation.

Reporting Relationships

Reports to the Director of the Call Center and maintains functional coordination with providers, Case Managers, and clinical staff.

EEO

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

Avoid and Report Recruitment

We are aware of a scam whereby imposters are posing as Recruiters from UHS, and our subsidiary hospitals and facilities. Beware of anyone requesting financial or personal information.

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.