Vocational Services Coordinator

Job Description

Job Description

Vocational Services Coordinator – Northern Arizona (Flagstaff) Hybrid

Job Summary

The Vocational Services Coordinator is responsible for overseeing the delivery of Vocational Rehabilitation (VR) services throughout the Northern Arizona territory while serving as the primary point of contact for Vocational Rehabilitation Counselors, providers, clients, and community partners. This position ensures services are delivered efficiently, authorizations are received and assigned timely, providers remain compliant with contract requirements, and clients receive high-quality services that lead to successful employment outcomes.

The coordinator manages the full lifecycle of service delivery from referral through case closure, including conducting client intakes, assigning providers, monitoring service progress, reviewing documentation for compliance, resolving concerns, assisting with billing and authorizations, supporting provider recruitment and onboarding, and building relationships with VR Counselors and community partners. This position also plays a key role in territory growth by identifying new providers, developing Work Adjustment Training (WAT) sites, supporting outreach efforts, and ensuring excellent customer service throughout the Northern Arizona region.

This position is based out of Odyssey Services Corp.'s Flagstaff office and requires regular travel throughout Northern Arizona.

Supervisory Responsibilities

• No direct supervisory responsibilities.
• Provides guidance, coaching, training, and operational support to contracted vocational service providers.

Essential Job Functions

Territory Management

• Serve as the primary coordinator for the Northern Arizona territory.
• Develop and maintain strong working relationships with Arizona Vocational Rehabilitation (VR) Counselors, Knowledge Services staff, community agencies, employers, schools, and referral partners.
• Monitor territory performance, provider capacity, service delivery, and referral trends.
• Identify service gaps and implement strategies to ensure adequate provider coverage throughout the territory.
• Participate in internal leadership meetings and territory planning.

Client Coordination

• Receive and respond to referrals in a timely manner.
• Contact clients to schedule and complete initial intake appointments.
• Review referral information and determine appropriate provider assignments.
• Match clients with qualified providers based on location, availability, experience, language, and service needs.
• Maintain regular communication with clients throughout service delivery.
• Conduct client satisfaction calls to ensure quality services are being provided.
• Address client concerns and coordinate resolutions with providers and VR Counselors.
• Coordinate provider changes when necessary.
• Monitor client progress and follow up on inactive or stalled cases.
• Assist with obtaining additional authorizations when needed.
• Process successful and unsuccessful case closures.

Provider Coordination

• Recruit and onboard new vocational service providers throughout Northern Arizona.
• Complete provider orientation and Resource Guide training.
• Ensure all onboarding documentation and compliance requirements are completed before services begin.
• Maintain regular communication with providers regarding client needs, documentation, billing deadlines, policy updates, and contract changes.
• Conduct routine provider check-ins.
• Monitor provider workloads and redistribute referrals as needed.
• Assist providers with scheduling, documentation questions, billing concerns, authorization issues, and service planning.
• Coordinate substitute coverage when providers are unavailable.
• Identify training needs and provide coaching to improve compliance and service quality.

Compliance & Quality Assurance

• Review provider monthly reports for accuracy, completeness, and compliance before billing deadlines.
• Ensure documentation meets Arizona VR and Odyssey contract requirements.
• Review service documentation for appropriate progress toward employment goals.
• Monitor reporting deadlines and follow up with providers regarding missing documentation.
• Ensure authorizations accurately match services provided.
• Process case closures and required documentation.
• Assist with audits and quality assurance reviews.
• Maintain accurate client, provider, and territory records.

Billing & Authorization Support

• Monitor incoming authorizations and ensure timely assignment to providers.
• Assist with authorization corrections and updates.
• Coordinate with the Billing & Support Team regarding missing authorizations, billing issues, and corrections.
• Assist providers with billing questions and documentation corrections.
• Ensure services billed align with approved authorizations.
• Support month-end billing processes as needed.

Community Outreach & Business Development

• Build and maintain relationships with employers, community organizations, educational institutions, Arizona Vocational Rehabilitation Counselors, school districts, and workforce partners.
• Develop and maintain Work Adjustment Training (WAT) sites throughout Northern Arizona.
• Support the growth and implementation of Pre-Employment Transition Services (Pre-ETS) by building relationships with school districts, transition coordinators, and community partners.
• Identify opportunities to expand Pre-ETS services throughout the assigned territory and assist with outreach to schools and community organizations.
• Collaborate with internal teams to promote Odyssey's vocational rehabilitation and Pre-ETS services.
• Participate in outreach events, transition fairs, job fairs, resource fairs, and community meetings.
• Promote Odyssey Services and available vocational rehabilitation and Pre-ETS programs.
• Support recruitment of providers to meet the growing needs of both Vocational Rehabilitation and Pre-ETS services.
• Identify opportunities to improve service availability and expand provider coverage throughout Northern Arizona.

Administrative Responsibilities

• Maintain accurate records using Salesforce and other internal systems.
• Update client assignments and territory records.
• Prepare reports and participate in team meetings.
• Assist with special projects and operational initiatives.
• Support implementation of new procedures and process improvements.
• Maintain confidentiality in accordance with HIPAA and company policies.

Education & Experience

Required

• Bachelor's degree in Rehabilitation, Human Services, Social Work, Psychology, Business, Education, or a related field, or equivalent experience.
• Minimum three (3) years of experience in vocational rehabilitation, workforce development, case management, disability services, human services, or a related field.
• Valid Arizona driver's license and reliable transportation.

Preferred

• Experience working with Arizona Vocational Rehabilitation.
• Experience coordinating multiple service providers.
• Knowledge of employment services for individuals with disabilities.
• Experience using Salesforce or similar case management systems.

Knowledge, Skills & Abilities

• Exceptional customer service skills.
• Excellent verbal and written communication.
• Strong relationship-building abilities.
• Excellent organizational and time management skills.
• Ability to prioritize multiple projects while meeting deadlines.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively.
• Conflict resolution and mediation skills.
• Strong attention to detail.
• Proficiency with Microsoft Office, Google Workspace, Salesforce, and other business software.
• Ability to maintain confidentiality and exercise sound judgment.
• Knowledge of Arizona Vocational Rehabilitation policies and procedures preferred.

Working Conditions

• Hybrid position based in the Flagstaff, Arizona office.
• Standard Monday–Friday work schedule.
• Office environment with regular travel throughout Northern Arizona.
• Occasional travel to Odyssey's Mesa office for meetings, trainings, and company events.

Travel Requirements

• Frequent travel throughout Northern Arizona.
• Occasional statewide travel for trainings, meetings, conferences, and outreach events.
• Overnight travel may occasionally be required.

Physical Requirements

Light work involving occasional lifting of up to 20 pounds, frequent sitting, standing, walking, driving, computer use, and communication with clients, providers, and community partners.

Schedule

Full-Time

Monday-Friday

40 hours per week

This job description is subject to change based on operational needs.

Americans with Disabilities Act (ADA)

Odyssey Services Corp. provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable federal and state laws. Employees must be able to perform the essential functions of the position with or without reasonable accommodation.