The Follow Up Analyst is responsible for outreaching inactive or no-show/cancelling clients and clients post assignment or re-assignment to a new provider, alerting all clients when a provider is out and rescheduling those appointments. Following up with clinic clients around their appointments, responding to their voicemails, conducting non-clinical pre-admit screenings, collecting documentation. Additionally, they will be responsible for scheduling appointments for existing clients assigned to these programs. They must track all client interactions in the Follow Up Tracker to ensure accurate tracking of “Day 1, Day 3 and Day 5 protocol” follow up and document appropriately in the chart where necessary and/or make the clinic leadership aware of client needs where follow-up is needed by clinically trained program leadership, therapists or psychiatric providers.

KEY ESSENTIAL FUNCTIONS:

- Professionally and cordially manage all interactions with clients over the phone.

o Notify appropriate parties of any/all next steps or follow-up needed or of call outcome to ensure

all parties informed of service provided to client(s)

o Document service provided via info note in client chart where appropriate or required.

• Post follow up calls, schedule new (e.g. psych eval, med. management, individual psychotherapy,

etc…) appointment(s) or follow-up appointment(s) as required. When scheduling appointments, the

Follow Up Analyst will:

o Confirm provider’s recommendations for appointment and appointment format (e.g. telehealth

versus in-person).

o Review appointment options in Avatar Scheduler

o Identify client’s preferred form of communication (e.g. phone call, email, text….)

o Outreach client to schedule next appointment

o Confirm client’s availability and session format (e.g. telehealth v in-person

o Provide client with the Jewish Board’s Main Reception Line (1-855-CLINIC-1) number to

contact if appointment needs to change.

o Enter data into scheduler

o Send client initial confirmation of next appointment via client’s preferred form of communication

o Enter date of reminder sent into scheduler “notes” section

o Send Clinic Office Manager the list of daily appointments scheduled at the beginning of each

day.

 As needed, assist with returning voicemails and incoming calls

 Conduct outreach and follow-up for the Groups and CIAD teams in line with the outreach described

above.

 Perform daily data entry into CRU trackers and client charts

 Other duties as assigned.

• REQUIREMENTS:

 Minimum two years related work experience, customer service preferred

 Ability to work well with others and as part of a team

 Ability to work autonomously as needed in a remote work setting

 Experience working under pressure in a multi-tasking, fast paced environment and to be flexible to

changing priorities.

 Ability to communicate effectively and appropriately with clients, potential clients, colleagues,

supervisors and other Jewish Board staff.

 Strong attention to detail and organizational skills

 Excellent interpersonal skills

 Significant experience with providing excellent customer service

 Bilingual preferred but not required

 Work Flex schedule with rotation that includes some evening and weekend hours

COMPUTER SKILLS PREFERRED:

 Use of an Electronic Health Record (EHR)

 Computer literacy in:

o Microsoft Office (Excel, Word, Outlook, PowerPoint)

o Zoom

o Microsoft Teams

o Netsmart/myAvatar

o Dayforce

o Tmobile/Dialpad

o Tableau Dashboards

 Willingness to attend trainings to increase knowledge and learn said databases and programs