Benefits:

Health insurance
Paid time off
Vision insurance
401(k) matching
Dental insurance

Job Summary

Under the direction of the Facility Operations & Customer Success Manager, the Facility Operations Coordinator serves as the liaison between PNS and its contracted facilities, ensuring clear and consistent communication and continuity of care. The Coordinator provides day-to-day administrative and operational support to PNS providers and to partner mental health and drug and alcohol treatment facilities, including scheduling, provider and facility support, onboarding and training, and tracking and documentation.

PNS partners with multiple mental health and substance use treatment facilities, providing psychiatric services as an extension of each facility's overall treatment program. Because each facility has unique operational needs, expectations, and challenges, this role requires flexibility and adaptability. The Coordinator must be able to adjust to changing priorities, accommodate reasonable requests, and respond to unexpected situations while maintaining a high level of customer service and support.

Knowledge, Skills, and Abilities

Friendly, outgoing, people-oriented, with strong customer service and telephone etiquette
Excellent written and verbal communication skills
Ability to clearly train and guide providers and facility staff on systems and processes
Strong computer and smartphone skills, with the ability to navigate and work across multiple EMR (electronic medical record) systems, communication platforms, and email accounts.
Proficiency in Google Workspace, including Google Calendar, Sheets, and Drive
Ability to prioritize multiple tasks at once and manage high stress in a fast-paced environment of changing priorities
Strong sense of urgency and reliable follow-through on pending items
Ability to work with little or no supervision
Attention to detail and strong problem-solving skills
Ability to follow established policies and procedures consistently
Working knowledge of HIPAA and secure handling of confidential information
Ability to professionally interact with all levels of staff

Education and Experience

High school diploma required; college or equivalent education preferred
Experience in a Healthcare setting or equivalent required
Experience in a mental health or substance use disorder setting preferred

Physical Requirements

Dependable attendance is required
Ability to sit, walk, squat, bend, stand, reach, lift up to 40 lbs, and type for extended periods
Visual acuity sufficient to maintain accurate records and understand written directions
Ability to speak and hear sufficiently to give and receive information in person and by telephone
Fine motor skills adequate for using computers and medical equipment or supplies, as needed

Duties and Responsibilities

The following are essential job functions. This list is not all-inclusive and may be revised, and additional duties may be assigned as needed.

Facility Liaison and Support

Serve as the primary point of contact between internal teams and contracted facilities for patient-related and administrative needs
Maintain friendly, consistent communication with facilities about their patients, including medication refill requests, form statuses, and patient questions
Assist and guide facilities with day-to-day administrative tasks, such as medication enrollment forms, FMLA and disability paperwork, letters, and other forms
Support verification of benefits and medication prior authorization processes, including follow-up as needed
Adapt to varying operational needs, changing priorities, and unexpected requests across multiple contracted facilities while maintaining flexibility, professionalism, and a solutions-oriented approach
Build strong working relationships with facility staff by providing responsive, reliable, and consistent support
Navigate and manage multiple EMR systems and two separate email accounts to support daily operations, maintain communication, and access facility-specific patient records and information.

Communication and Escalation

Monitor and respond to emails, voicemails, and messaging platforms, and ensure provider responses, within the established cutoff times
Ability to properly route requests to the correct owner, and escalate issues outside the scope of daily operations to the direct manager
Follow through consistently on all pending items, as they directly impact patient care, and work with a sense of urgency

Scheduling and Coordination

Schedule and coordinate patient appointments, including transfer of care, alumni, procedures, and peer-to-peer review appointments, ensuring details are accurate and communicated to all parties
Maintain calendars and appointment trackers across multiple platforms, and report any discrepancies
Coordinate medication sample pickups
Assist with provider coverage scheduling as needed

Provider Support

Assist providers with administrative tasks, including obtaining schedule rosters, uploading lab reports and referral forms, and entering orders and results into patient charts
Troubleshoot and assist providers with technical issues in EMR and prescribing platforms
Create patient charts and support intake and evaluation workflows in the EMR
Ensure provider billing sheets are completed as required

Onboarding, Offboarding, and Training

Onboard new facilities and providers following established onboarding checklists
Offboard facilities when indicated, including the transition to the appropriate representative
Train providers and facilities on how to use TigerConnect, and train facilities on how to complete and submit patient forms, including work-related forms
Coordinate provider training and shadowing during transitions

Tracking, Records, and Compliance

Maintain accurate, HIPAA-compliant records and logs, including procedure and injection logs, lab results, signature stamps, and alumni balances
Monitor patient counts to ensure they align with facility schedules and flag discrepancies

Team Support

Cover for team members during absences
Assist with projects and perform additional duties as assigned

Compensation: $23.00 - $26.00 per hour

Pacific Neuropsychiatric Specialists specializes in high quality mental health care for patients of all ages, offering advanced diagnosis and treatment for a wide range of psychiatric conditions, including anxiety, depression, ADHD, trauma, and other complex mental health conditions.

PNS was founded on a simple conviction: every person deserves access to compassionate, expert psychiatric care. Our roots trace back over 30 years to groundbreaking psychiatric research, and since 2006, that same commitment has grown PNS into one of Southern California's largest outpatient psychiatric groups.

In 2024, ATP Clinical Research became part of PNS, and Dr. Gustavo Alva joined as Medical Director, Clinical Research, making PNS one of the largest community based psychiatric research programs in the country.

Today, we're Southern California's trusted name in high quality mental health care, and we're growing: 60+ full-time providers, 200+ clinical trials, and 8 locations across the region.

Whether you're providing direct patient care, supporting groundbreaking research, or helping run one of our clinics, you'll be part of a team that treats children, teenagers, and adults facing anxiety, depression, PTSD, bipolar disorder, schizophrenia, postpartum depression, dementia, and more.

Come grow with us. We're looking for people who want their work to matter.

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