Intake Scheduler

Intake Scheduler

JOB SUMMARY: The Intake Scheduler is responsible for coordinating daily intake schedules, staff assignments, and calendar management to ensure efficient intake operations. This role utilizes queue management tools and scheduling systems to support real-time client flow, assign clients to available staff, maintain accurate calendars, manage scheduling placeholders, and adjust for daily staffing changes. The Intake Scheduler functions as the central coordinator of the intake schedule, ensuring staff availability is accurately reflected and that both scheduled and walk-in clients are routed appropriately in alignment with queue protocols, staffing levels, and management direction.

POSITION SPECIFIC DUTIES & RESPONSIBILITIES:

• Daily Scheduling and Calendar Coordination
• Manage daily intake schedules across assigned sites, clinicians, and service types.
• Add, adjust, and remove appointments, placeholders, and calendar blocks based on operational needs.
• Assign clients to available staff in alignment with scheduling guidelines, queue visibility, and management direction.
• Maintain accurate staff calendars, including: Availability Absences Lunch coverage Telehealth vs. in-office status Same-day capacity changes
• Adjust schedules throughout the day to account for walk-ins, no-shows, urgent needs, staff absences, over-capacity situations, and workflow disruptions.
• Intake Queue Management
• Utilize queue management tools to monitor client status and staff availability in real time.
• Update queue stages to ensure efficient progression from check-in through intake completion.
• Monitor queue alerts, pending assignments, and wait times to prevent delays and bottlenecks.
• Apply established assignment logic (e.g., least-utilized, next-available routing).
• Escalate queue issues, staffing constraints, extended wait times, or assignment barriers to the Intake Manager.
• Staff Assignment Coordination
• Coordinate real-time client assignments based on staff capacity, availability, and workflow needs.
• Reassign clients as needed due to PTO, breaks, call-outs, extended sessions, or other disruptions.
• Maintain a balanced and functional schedule throughout the day.
• Support implementation of coverage plans, including affiliate, float, and shared staff resources.
• Communication and Operational Support
• Collaborate closely with the Intake Manager, Front Desk, and Intake staff regarding schedule changes and client flow.
• Provide real-time updates on staffing changes and queue conditions requiring adjustment.
• Support coordination of scheduled and walk-in clients to align with operational priorities.
• Communicate internal updates regarding wait times, assignments, and next steps as needed.
• Schedule Maintenance and Accuracy
• Run and upload daily scheduling reports into the queue management system, ensuring timely updates.
• Audit scheduling reports for accuracy and data integrity.
• Track scheduling issues, over-capacity events, reassignment needs, and workflow barriers.
• Maintain accurate records of staff availability and intake scheduling activity.
• Identify recurring scheduling issues and report trends to the Intake Manager.
• Customer Service and Access Support
• Promote timely access to services by maintaining an organized and responsive schedule.
• Reduce delays through proactive schedule management and reassignment.
• Support a calm and efficient intake environment by ensuring scheduling facilitates client flow.
• Demonstrate professionalism, urgency, and flexibility when interacting with staff and clients in a high-volume setting.

QUALIFICATIONS

EDUCATION: Must be a high school graduate or have HS equivalent

EXPERIENCE: 1+ years of administrative experience

Microsoft office software required. One year experience in medical office or healthcare with direct patient care/interaction in past 3 years preferred.

PERFORMANCE COMPETENCIES: Communication Decision Making Engagement Initiative and Accountability Interpersonal Learning Organizational Alignment Quality of Work

KNOWLEDGE/SKILLS/ABILITIES: Strong organizational and multitasking skills Ability to manage frequent schedule changes in real time Strong attention to detail and accuracy Ability to use queue management tools, EHR/scheduling platforms Excel, and shared tracking tools Ability to communicate clearly with multiple departments in a fast-paced setting Strong problem-solving skills and ability to escalate appropriately Ability to remain calm and organized in high-volume, rapidly changing situations

CERTIFICATIONS/LICENSES: Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office. SAFETY SENSITIVE JOB CLASSIFICATION This job is classified as a "safety-sensitive" position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the "safety-sensitive" classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children's Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.