Service Coordination Associate

Job Description

The Service Coordination Associate (SCA) is an entry level service coordination position that is responsible for supporting the ACS team by coordinating, implementing and administering specific activities related to all aspects of The Centers care management policies, procedures and programs. The goal of this position is for the SCA to gradually assume more responsibilities for their assigned clients with the ultimate goal of transitioning to a Service Coordinator position within a team if desired. This position reports to the SCA Supervisor, but works jointly as a member of the care management team to maximize quality outcomes for individuals served by The Center. The SCA has assigned clients and works in conjunction with the Service Coordinator to support ACS Clients in accessing community services associated across various programs managed within the division. This position requires a customer service perspective, internally and externally and may carry a small caseload. SCAs are office based and provide a consistent daily presence for prompt response to client, family, SC, and provider needs/inquiries.

Essential Responsibilities

  • Triages calls and other inquiries from clients/families, providers, and outside agencies; addressing the issue/concern

  • Completes monthly contacts as assigned; addressing issues/concerns

  • Locates available resources

  • Completes other duties as assigned by Service Coordinators, Team Managers or Program Director (i.e., process applications and forms, maintain spreadsheets, DME/EM referral process, chart reviews, coverage for Intake division, create forms, etc.)

  • Be aware of team members' whereabouts and availability to help foster better communication

  • Provides general information and handles general questions about care management and/or the ACS program

  • Demonstrates the ability to respond to changing situations in a flexible manner in order to meet current needs, reprioritizing work as necessary

  • Provides case management, as appropriate, to assigned clients

  • Organizes job functions and work area to be able to effectively complete varied assignments within established guidelines

  • Provides primary clerical support including word processing (memos, reports, letters, consents, correspondence) as well as a variety of other duties including photocopying, scanning, organizing documents, and filing

  • Performs administrative support tasks such as recording program and team meeting minutes

  • Serves as Administrator for councils/committees (perform administrative tasks and assist facilitator with other duties as needed)

  • Transmits information or documents to coordinators, providers and clients using computer, mail, scanning, or facsimile machine

  • Maintains paper and/or electronic client files, i.e., filing, thinning, chart reviews, processing inactive files

  • Demonstrates knowledge and understanding of all administrative general office policies and procedures and the ability to reference them from appropriate books, manuals or computer site

  • Ensures adherence to all federal, state and local regulations

  • Prepares legally required and special reports

  • Assists in the development, implementation and coordination of service coordination associate policies and procedures and their dissemination throughout their team

  • Assists with development of the administrative support team function through research and by attending internal/external meetings, conferences, seminars, workshops and trainings

  • Serves as a mentor to new SCAs

  • Meets daily minimum documentation and billing requirements

  • Minimizes non-productive time with activities that will meet the future needs of the Center (i.e. ensure client confidentiality of paperwork and maintain orderly business appearance at public work stations/fax/copy areas, research, offering additional support to the care management team, etc.)


  • Bachelors degree in health, human services or related field

  • One year of care management experience or three to five years of administrative support services required (medical office experience preferred)

  • Ability to communicate effectively with others to establish professional relationships and ensure customer satisfaction;

  • Ability to exercise good judgment to take initiative and act proactively;

  • Excellent organizational skills; ability to manage multiple priorities and the flexibility to adapt to changes that occur with an evolving position

  • Technical: Proficient in Microsoft Office Suite (i.e. Access, Excel, Word, PowerPoint, Outlook, etc)

  • Working knowledge of general office equipment (i.e. Computer, Printer, Copier, Scanner, Facsimile, Calculator, Postage Meter, etc) Internet research and web-based applications

In addition to the above qualifications the successful incumbent is expected to consistently demonstrate:

  • Positive working attitude that supports the needs of the care management team

  • Support of the mission and values of The Coordinating Center with a commitment to a person-centered, family-centered, culturally competent philosophical base.

  • Commitment to continuous quality improvement working with co-workers in a team oriented collaborative governance model.

  • Flexibility and the ability to adapt to the changing healthcare environment and legislation.


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