FACILITY COORDINATOR

Purpose - The Facility Coordinator oversees the non-clinical operational functions of the facility so the site is organized, safe, welcoming, audit-ready, and able to support excellent client care. This role manages front-office flow, reception standards, facility readiness, supplies, administrative coordination, environment-of-care support, and local operational follow-through in partnership with Program Director and Clinical Operations leadership.

Key Performance Indicators and Reporting

• Maintain facility audit, tour audit, environment-of-care, and readiness scores at or above Company threshold.
• Maintain client, family, visitor, and staff service experience standards with timely response to facility and front-office needs.
• Ensure check-in/check-out, visitor sign-in, surveys, copay support, scheduling support, and front-office documentation are completed accurately and consistently.
• Maintain supplies, equipment, cleaning, maintenance requests, vendor coordination, and facility issue logs within assigned timelines and budget expectations.
• Support facility average length of stay, satisfaction, attendance, and program completion through excellent operational support and issue resolution.
• Maintain 100% readiness for licensing, Joint Commission, safety, and internal facility standards within assigned responsibility.
• Escalate facility risks, maintenance concerns, client-service issues, staffing gaps, or administrative failures promptly to Program Director or corporate support.

Upon achieving these key performance indicators, your supervisor will meet with you to review progress and collaborate on establishing new performance goals that reflect continued growth and excellence.

Core Competencies

• Demonstrate strong organization, customer service, facility-readiness awareness, confidentiality, and administrative follow-through.
• Demonstrate ability to support clinical programming operationally without making clinical decisions outside scope.
• Demonstrate ability to train and support front-office staff in check-in/check-out, visitor procedures, survey collection, and professional communication.
• Demonstrate attention to environment of care, supplies, cleanliness, facility appearance, safety hazards, and maintenance needs.
• Demonstrate calm communication with clients, families, vendors, staff, and corporate departments.

Core Responsibilities - These duties may vary depending on job assignments and Company needs.

• Oversee front-office operations, reception standards, visitor procedures, client check-in/check-out, survey collection, phones, messages, and daily administrative flow.
• Coordinate supplies, maintenance needs, vendor visits, cleaning concerns, equipment issues, safety checks, and facility-readiness tasks.
• Support Program Director with facility KPIs, local administrative reports, audit preparation, meeting materials, and follow-up tracking.
• Train and support Front Desk Receptionist and assigned administrative staff on customer service, confidentiality, procedures, and task completion.
• Maintain environment-of-care readiness, required postings, inspection materials, evacuation materials, supply organization, and assigned compliance evidence.
• Coordinate with IT, Facilities, Billing, Admissions, HR, Revenue Cycle, and Clinical Operations to resolve local operational issues.
• Support client and family experience by responding to questions, routing issues correctly, and ensuring the facility feels welcoming and organized.
• Track facility spending, supplies, petty cash or approved purchasing, and vendor needs according to Company policy and budget authority.
• Escalate safety hazards, facility risks, customer-service concerns, or operational problems quickly.
• Perform other facility operations and administrative duties as assigned.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor degree in healthcare administration, business, psychology, human services, or related field preferred.
• Two or more years of medical office, behavioral health, front-office, operations, customer service, or facility coordination experience preferred.
• Experience supervising or training front-office or administrative staff preferred.
• Ability to use electronic health records, scheduling systems, spreadsheets, documents, phones, and office equipment required.
• Ability to maintain confidentiality and work professionally with emotionally distressed clients and families required.
• Must pass all required background checks and meet all Company, payer, licensing, and regulatory requirements.

Skills and Expertise

• Facility operations, front-office leadership, customer service, vendor coordination, supply management, and audit readiness.
• Ability to organize many small details that affect client experience and facility readiness.
• Ability to route clinical, billing, admissions, HR, or facility issues to the correct owner without delay.
• Strong written communication, phone etiquette, professionalism, and practical problem solving.
• Ability to maintain calm and warmth in a busy behavioral health setting.

Physical Demands

• Ability to sit or stand for extended periods while using a computer, phone, electronic records system, and standard office equipment.
• Ability to move throughout the facility, greet visitors, maintain front-office readiness, and occasionally lift or move supplies up to 25 pounds.
• Ability to work in a behavioral health office environment that may include emotionally distressed clients or families and requires calm, professional communication.