Careers

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region. 

Job Summary

The Center for Counseling and Psychological Health (CCPH) Client Management and Scheduler is responsible for managing and coordinating client appointments, ensuring efficient scheduling processes, and providing excellent customer service. This role involves working closely with CCPH providers and clients to optimize appointment slots, manage cancellations and rescheduling, and maintain organized and efficient provider schedules. 

Essential Functions

Appointment Scheduling:

• Use electronic health record (EHR) systems or scheduling software to manage appointments accurately and efficiently. Oversee client appointments and be the primary point of contact for scheduling, rescheduling and canceling appointments. 
• Coordinate with provider staff and Associate Director for Clinical Services to ensure appropriate availability of First Appointments and Follow Up Appointments consistent with each provider’s Activity Distribution. 
• Ensure non-client, departmental meetings and events are entered into provider schedules. 
• Manage the CCPH waitlist and provide timely updates to students regarding appointment openings. 

Student/Client Interaction:

• Answer phone calls and respond to student/client inquiries regarding appointment scheduling, cancellations, insurance and billing policies and other department procedures. 
• Provide clear and accurate information to student/client inquiries about appointment times, preparation instructions and any required documentation. 
• Handle client requests and concerns with professionalism, confidentiality and empathy. 

Coordination and Communication:

• Communicate appointment details to clients and follow up on missed or canceled appointments. 
• Collaborate with CCPH provider staff to address any scheduling conflicts or urgent appointment needs. 
• Ensure timely and accurate documentation of appointment-related information in the EHR system. 
• Communicate with on and off campus partners to secure meeting times and update coverage and schedules accordingly.  

Administrative Support:

• At times, maybe be called upon to cover the front desk.  
• Greets and directs clients and/or other visitors. Interfaces compassionately and appropriately with the public in a busy, clinical atmosphere regarding personal and sensitive health concerns. Recognizes emotional crises requiring immediate professional and clinical attention.   
• Ensures accuracy of patient registration and insurance information by entering or updating data on the EHR system.   
• Communicates professionally and appropriately with clinical staff as needed. 
• Answers multiple-line telephone and refers calls appropriately.  
• Provides and distributes appropriate paperwork to clients for appointments as needed.  
• Receives cash, checks and credit card insurance co-payments and fee-for-service payments.  
• Answers questions regarding scheduling, behavioral health insurance coverage, release of information, confidentiality and office policy. Communicates with patients around collecting insurance information and verifies insurance eligibility. 
• Addresses problems/complaints professionally and appropriately and refers to appropriate personnel given scope of problem or complaint. 
• Operates various office machines, i.e., PC, copying machine, and fax. 
• Participates in various types of departmental meetings regarding policies, procedures and quality improvement as part of the administrative team. 
• Works on special projects as assigned by the CCPH Leadership, including delegation of duties during times of absence or as assigned for training purposes. 
• Recognizes the impact that racism, oppression, and other systemic inequities have on student access to care. Demonstrates the capacity, skill, and willingness to learn to increase access and promote student success. 

Compliance and Quality:

• Adhere to office policies and procedures, including confidentiality and HIPAA regulations. 
• Participate in training and development to stay current with best practices in scheduling and patient care. 

Minimum Qualifications

• High school diploma or equivalent. 
• One (1) year of experience in medical/mental health environment at a medical institution or in a behavioral health setting. 
• Proficiency with scheduling software, EHR systems, and general office equipment. 
• Strong organizational skills and attention to detail. 
• Excellent communication and interpersonal skills. 
• Ability to handle multiple tasks simultaneously and prioritize effectively in a fast-paced environment. 

Preferred Qualifications

• Previous experience in a medical office or mental healthcare setting is highly desirable. 
• Basic knowledge of mental health terminology and insurance processes is a plus. 

Physical Demands/Working Conditions

Typical mental health clinic environment. 

Work Schedule 

• Monday – Friday, 8:30am – 5:00pm. 

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information to three (3) professional references. 

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.