Director of Scheduling
Behavior Frontiers, LLC
 Gardena, CA

Director of Scheduling

Behavior Frontiers, LLC is a leading agency providing applied behavior analysis (ABA) treatment to help children with autism and other special needs to reach their full potential. Our expert team of Board-Certified Behavior Analysts (BCBAs) and highly trained behavior technicians use state-of-the-art ABA methods to teach children social, communication, play, cognitive, and self-care skills, while reducing problem behaviors. We are seeking energetic and career-minded individuals to join our team.

The Director of Scheduling is responsible for overseeing the scheduling department that consist of multiple positions and supports 40 plus regions throughout the nation. The Director of Scheduling reports to the Chief Operating Officer and works together with the Clinical Directors to ensure that the department is constantly working towards achieving scheduling goals, that client schedules are accurate, and utilization of the funded hours provided to the client are within expected range. The Director of Scheduling ensures that schedules adhere to labor laws and the organizations’ scheduling policies and that department submits schedules timely to clients and employees. The Director of Scheduling performs other duties as assigned, as well as the specifically outlined duties below:

Availability: Full Time (Monday – Friday / 40hrs a week)

Rate: DOE

Location: Gardena, CA

Requirements:

  • 5 years of management level experience in scheduling or call center environment
  • Bachelor’s degree required
  • Ability to provide excellent customer service
  • Ability to multi-task
  • Demonstrate leadership and teambuilding skills
  • Build strategic working relationships within and outside the Scheduling Department
  • Demonstrate the ability to improve processes while executing company initiatives
  • Read and interpret data analytics related to the department’s performance
  • Use data analytics to monitor department and employee performance
  • Ability to maintain a high level of confidentiality
  • Demonstrate effective planning, organizational, time management and prioritization skills
  • Excellent interpersonal skills and a cooperative attitude
  • Excellent problem-solving skills
  • Excellent attention to detail
  • Ability to prioritize and respond to important tasks in a timely manner
  • A professional, yet friendly demeanor
  • Excellent oral and written communication skills
  • Knowledge of Microsoft Office applications (e.g. Word, Excel, Outlook)
  • Understanding of:
    • Behavior Frontiers’ ABA services
    • The members of the treatment team
    • Models of ABA service delivery
    • Staff to client ratios
    • The funding schedule and how client’s funding relates to schedules
    • Labor laws related to scheduling
    • Behavior Frontiers scheduling policies and procedures

Responsibilities:

Weekly Responsibilities

  • Leads and executes new department initiatives with follow up to the Chief Operating Officer (COO)
  • Stays in communication with the Scheduling Manager and scheduling team
  • Oversees scheduling activity (new hire and client scheduling) and ensures scheduling processes are efficient and effective
  • Reviews department Key Performance Indicators (KPI) to assess performance
  • Ensures that all reports and logs are up to date and accurate
  • Addresses department issues and complex or escalated scheduling issues as they arise
  • Ensures open lines of communication with Family Relations Manager regarding client scheduling matters.
  • Addresses region or client scheduling concerns
  • Oversees and ensures the scheduling manager completes daily and weekly job duties

Ongoing Responsibilities

  • Leads the Scheduling Department with a performance-based approach and promote the success of the Scheduling TOP! incentive program.
  • Assists Scheduling Manager with problem-solving
  • Enforces policies and/or makes executive decisions regarding exceptions to policy, as appropriate
  • Identifies process improvement and creates a plan to present to management
  • Responds to client and employee questions/concerns
  • Plans for coverage on the cancellation line
  • Ensures that schedulers’ work hours and lunch breaks are staggered to ensure that that schedulers are always available to cover calls
  • Meets with COO on a weekly basis, or more often, as needed, to provide status reports, assess progress toward goals, and discuss areas of improvement
  • Effectively communicates with co-workers and client’s caregivers by telephone, in written form, e-mail, or in-person, as needed
  • Creates/Monitors reports to understand scheduling needs and trends
  • Participates in the company’s Quality Improvement Committee

Auditing

  • Shadows at least one region per month to ensure compliance with policies and procedures
  • Checks scheduling processes to ensure efficiency (new hire and client scheduling)
  • Checks that schedulers are completing tasks outlined in their meeting notes
  • Ensures that the scheduling team is completing task and assignments
  • Updates regions on open items that been escalated to management

Research/Development

  • Creates and updates trainings, checklists, forms, policies and procedures for department, as necessary
  • Leads implementation of new resources/software

Customer Service

  • The Director of Scheduling should be able to demonstrate a positive and kind attitude with all client’s parents/caregivers/teachers, as well as co-workers throughout the scheduling process, and ensure that all scheduling team members are able to do the same, as demonstrated by (but not limited to) the following:
    • Responds to calls/texts/emails in a timely manner to address the scheduling needs of the department
    • Uses pleasantries (e.g., please, thank you, it was great to hear back from you, have a great day, etc.) and personalizes communication (e.g., I hope you are feeling better, happy birthday to Johnny, have fun on your vacation, etc.) in communication with clients and employees
    • Takes ownership, apologizes and offers to fix any mistakes that may have occurred in a non-defensive manner when addressing all client’s parents/caregivers/teachers and coworkers
    • Maintains a calm and professional tone when handling client’s parents/caregivers/teachers or co-workers who are upset regarding a scheduling issue

In addition to the responsibilities outlined above, the Director of Scheduling may be responsible for other duties, as assigned.

Benefits for All Employees:

  • Competitive pay
  • Initial and ongoing paid training and supervision
  • Opportunities for career advancement
  • Performance and promotion raises
  • Paid sick leave
  • Paid mileage
  • Paid drive time
  • 401K Plan with company match after 6 months of employment
  • Employee Assistance Program

Additional Benefits for Full-time Employees:

  • Medical, Dental and Vision insurance
  • Paid Personal Time Off and Sick Leave
  • Paid Holidays
  • Anniversary Bonus Program

Please visit our website at: www.behaviorfrontiers.com to learn more about Behavior Frontiers and our programs.

Behavior Frontiers is an Equal Opportunity Employer and will consider for employment all qualified applicants in a manner consistent with the requirements of the applicable federal, state, and local laws.

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