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Front End Scheduling Coordinator



Gateway Learning Group



Concord, CA, US


Gateway Learning Group is a leader in providing behavior therapy for children with autism. Every day, Gateway advances lives through compassionate, evidence-based treatment. Since being founded in 2005, Gateway has expanded from its San Francisco base to serve families across California. Come join the Gateway team and become part of a growing organization with a dynamic culture and a passion for making a difference.


A Back End Scheduling Coordinator with Gateway Learning Group is responsible for helping clients gain access to Applied Behavior Analysis services. The job is a Non Exempt (hourly) role and requires superior communication skills, as this position works with families, school districts, and clinicians. The Back End Scheduling Coordinator accurately records client data, processes client information, coordinates with families and staff for availability and schedule changes, updates appointments, makes last minute scheduling changes, and works with other Gateway departments to ensure proper delivery of services.


Essential Duties and Responsibilities

Duties span from scheduling clerical work, calendaring and updating systems, to assisting clients and staff. Below is a list of job descriptions to identify the following list of core duties and responsibilities.


Collects availability information, and enters client data into practice management software. Maintains and updates client calendars and profiles.

Relays information and coordinates between clients and staff, and provides updates, as needed.

Handles email triage and ticket creation, escalate urgent emails, minor scheduling changes, and provide troubleshooting help to staff.

Handles Staff Time Off requests and Client Vacation requests.

Fills sub sessions as needed, updates appointment authorizations, handles staff leave of absence/resignations/region transfers, and changes in client and staff availability.

Corrects timesheet and coding errors using various database reports, monitoring staff hours and employee status, and updating the operations database.

Provide continuous support to the Front End Schedulers.

Successfully manages client concerns/complaints, issues, and inquiries in accordance with Gateway key performance indicators and by collaborating with appropriate internal / external resources.

Develops and maintains deep knowledge of Gateway’s practice management and project management software, and aids other departments with technical issues.

Maintains client confidentiality.

Required Knowledge, Skills, and Abilities

PC and Mac proficiency

Google Suite Apps, Microsoft Word and Excel

Experience with Central Reach and Jira preferred

Administrative skills

Includes, but not limited to: managing sharing of electronic files and records, exporting database files, initiating and responding to phone inquiries, and basic calendaring

Experience in Scheduling

Organizational skills

Written, verbal and interpersonal communication skills

Able to manage and update large amounts of spreadsheet data

Keeps client information confidential

The ability to multitask and switch priorities based on need

Creative problem solving and attention to detail

Is organized and knows how to manage time and priorities

Listens well and devotes full attention to clients and staff alike

Compassionate and caring

Has a professional and welcoming demeanor, and a can-do attitude

Ability to de-escalate tense situations, in a calm, professional manner

Preferred Qualifications

Bilingual in English and Spanish or Chinese (Mandarin or Cantonese)

Healthcare industry experience

Prior experience with Applied Behavioral Analysis

Comfort in a startup/fast paced office environment

Ability to take initiative and work without constant supervision

Education and Experience

Associates degree minimum required

2-3 years experience in a customer-facing position

Pay, Benefits, and Work Environment

Full time position

5 days holiday pay, after qualifying

Medical, dental, and vision insurance

Commuter benefits

Collaborative team

Quarterly team lunches

Snacks and drinks provided in the office kitchen

Open layout office space with an open door policy

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