Engagement Coordinator

Families & Youth Innovations Plus (FYI+)

Position: Part-Time

Status: Non-Exempt / Hourly

Hourly Rate: $17.00 - $20.57 (3 levels based on experience and education)

Department: Intake, Triage and Assessment

The Engagement Coordinator plays a key role in supporting a positive and seamless patient experience within our organization. This position is responsible for managing appointment scheduling with accuracy and efficiency while serving as a primary point of contact for patients. The Engagement Coordinator will need to be highly organized, customer‑focused, and skilled at building rapport over the phone. Strong communication abilities, attention to detail, and a commitment to service excellence are essential to success in this role.

• Appointment Scheduling
  • Schedule patient appointments across multiple providers and departments using electronic health record (EHR) systems.
  • Confirm and communicate appointment details with patients via phone, email, or patient portals.
  • Manage cancellations, rescheduling, and wait lists to optimize provider availability.
  • Coordinate referrals and follow‑up appointments as needed.
  • Maintain accurate and up‑to‑date scheduling records and documentation.
  • Maintain timely, positive, and problem‑solving interactions with providers around scheduling issues.
• Participant Engagement Monitoring
  • Run daily attendance reports in EHR to identify participants with patterns of missed appointments.
  • Identify participants who meet Temporary Scheduling Qualification Criteria based on thresholds.
  • Notify assigned providers, clinical supervisors, and leadership when participants meet Temporary Scheduling criteria.
  • Maintain a master tracking list of all participants requiring follow‑up or on temporary scheduling status.
• Supportive Outreach
  • Make follow‑up contact attempts after missed appointments using the participant's preferred contact method (phone, text, or email).
  • Document all contact attempts, conversations, barriers identified, and agreed‑upon solutions in EHR.
  • Identify and explore participant needs using a trauma‑informed and strengths‑based approach.
  • Identify, coordinate, and link participants to supportive services.
  • Send communication with a 14‑day response request when direct contact cannot be established after multiple attempts.
• Insurance Eligibility Verification
  • Work with the Insurance Specialist to run insurance eligibility verification on a monthly basis.
  • Provide backup to the Insurance Specialist and closely monitor the time spent providing backup.

• High school diploma or equivalent required; associate’s degree or higher preferred.
• Minimum 2 years of experience in a healthcare administrative role, preferably in scheduling or insurance verification.
• Experience with EHR systems (e.g., Epic, Cerner, Athena Health) and insurance verification tools.