Patient Services Scheduler - #308151

Ranked one of Tennessee’s top places to work, MHC is a rare and special place where outstanding company culture is intentional. Where clients and associates are treated the same, as equals.

Mental Health Cooperative, Inc. (MHC) was formed in 1993 to serve individuals with severe and persistent mental illness. Since then, we have expanded our services to children and adolescents with severe emotional disorders across Middle and East Tennessee.

Our sole purpose is to support and treat those challenged with serious mental illness and poverty. Although based out of Nashville, we serve several communities across middle and East Tennessee with satellite offices in Antioch, Gallatin, Dickson, Columbia, Cleveland, Murfreesboro, Clarksville, Cookeville, Chattanooga, and Memphis.

If you are interested in joining a team that is caring, collaborative, innovative and energizing this might be a great place for you!

Patient Services Scheduler

Care starts here. Be the steady, professional voice that helps people access the care they need.

Every day at MHC, consumers, families, providers, and partners reach out for our help to navigate behavioral health services. Appointments must be scheduled, questions answered, and next steps clarified. How that first interaction is handled matters.

As a Patient Services Scheduler you are the front door to care. You ensure calls are answered promptly, appointments are scheduled accurately, and consumers are connected to the right services with professionalism and compassion.

This role is ideal for someone who is organized, service-oriented, and calm under pressure. You enjoy helping others, managing details, and supporting a fast-paced healthcare environment.

Work Environment & Support

This role supports all locations and works closely with clinic, enrollment, and care management teams. You are part of a collaborative operations environment where clear communication, teamwork, and reliability are essential. Training, coaching, and ongoing support are provided to help you succeed.

What You Will Do

Serve as the First Point of Contact
Answer all incoming phone lines promptly, courteously, and professionally. Greet consumers warmly and route calls appropriately based on their needs.

Support Continuity of Care
Assist with insurance verification and eligibility checks. Identify and report coverage issues.

Deliver Excellent Service
Provide consistent, respectful customer service to consumers regarding their needs.

What Success Looks Like

• Calls are answered quickly and professionally, creating a positive first impression.
• Work is done accurately with minimal errors.
• Consumers feel supported, informed, and directed to the right services.
• Meet or exceed key performance metrics while maintaining quality and service standards.

Key Performance Metrics

• Average Speed to Answer (ASA)
• Abandonment Rate
• Average Handle Time (AHT)
• Average Unavailable Time
• Call to Enrollment Conversion
• Productive Time

What You Will Gain

Purpose-Driven Work

Your role directly supports access to behavioral health care and helps consumers move forward without unnecessary barriers.

Skill Development

You with strengthen your skills in customer service and professional communication; insurance verification and access workflows; and time management and prioritization

A Collaborative Team Environment

You will work alongside dedicated clinical and operations teams who value reliability, teamwork, and shared accountability.

Who Thrives in This Role

• People with experience working in healthcare call centers
• People who enjoy helping others navigate healthcare systems
• People who are detail-oriented, dependable, and organized
• People who can manage multiple tasks while staying calm and professional
• People who value clear expectations and measurable outcomes

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• Work environment: The noise level in the work environment is usually moderate.

BENEFITS: Mental Health Cooperative offers a full comprehensive benefit plan for you to participate in. The following products are available:

• Medical Insurance/Prescription Drug Coverage

• Health Savings Account

• Paternity and Maternity Leave

• Dental Insurance

• Vision Insurance

• Basic Life and AD&D Insurance

• Short- & Long-Term Disability

• Supplemental Life Insurance

• Cancer Insurance

• Accident Insurance

• Critical Illness Insurance

• 403b - Retirement Plan

• Calm App for medication and mental health

• Gym membership discounts

• Pet Insurance

• Public Service Loan Forgiveness (PSLF) and HRSA eligible sites

• 12 Paid Holidays and generous Paid Time Off
  

Mental Health Cooperative embraces inclusion, diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Mental Health Cooperative is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.