Engagement Coordinator

Families and Youth Inc•Las Cruces, NM

1d•$17 - $21

About The Position

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.

Requirements

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.

Responsibilities

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 issues related to scheduling
Run daily attendance reports in electronic health record (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
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.
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