Behavioral Health Scheduling Specialist

Job Title: Behavioral Health Scheduling Specialist

Reports To: BH Department Supervisor

Status: Non-Exempt

Summary: This position is responsible for patient contacts for new patient appointments, new patient packets and appointments, support and assist with behavioral health scheduling.

*FOR INTERNAL CANDIDATES - SEE BELOW

Responsibilities:

●       Manages patient contacts with professionalism, courtesy, and compassion.

●       Communicates patient expectations and provider policies.

●       Serve as the initial point of contact for new patients, gathering demographic and clinical information needed for intake while attempting to match the client with a provider that is best suited for their needs.

●       Conduct pre-admission screenings and ensure all necessary documentation, intake forms, and authorizations are completed and filed.

●       Run insurance eligibility and explain financial requirements to the patient or responsible parties.

●       Schedule appointments for patients, making reminder calls before appointments. 

●       Maintain the schedule to ensure accuracy and a minimum capacity of 85%

●       Facilitate patient flow and communicate changes with patients and clinical staff, including presenting schedule to providers at morning huddle.

●       Manage cancellations to ensure rescheduling, addressing patient refusals and nonadherence with providers.

●       Facilitate patients challenged by telehealth registration by following up on patients not in the virtual waiting room.

●       Provide clerical support such as data entry and reception duties, including responding to phone calls and walk-in inquiries.​

●       Maintain a list of referral sources and track intake statistics for reporting purposes.

●       Maintain highest standards of confidentiality, adhering to HIPAA guidelines and regulations.

●       Performs other duties as assigned.

Requirements:

●       Ability to handle extensive phone work

●       Communicate with patients and others in the office in a pleasant manner, calmly and clearly

●       Strong interpersonal, written, and verbal communication skills.

●       Ability to learn medical practice protocols and the EHR scheduling system

●       Knowledge of customer service principles and techniques

●       Ability and desire to learn behavioral health terminology

●       Ability to manage multiple tasks effectively

●       Ability to analyze situations and respond appropriately

●       Ability to maintain confidentiality regarding patient records

●       Ability to work with various departments and teams ensuring their workflows are met. 

Education: High School Diploma or equivalent.

Experience: Three years of experience in a customer service role. Experience in a behavioral health setting is highly valued.​

Mental and Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with a service representative that are mostly sedentary with occasional standing, walking, reaching. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress occurs from handling many calls and dealing with patient requests.

Conditions: The position requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies, labs, hospitals, nursing homes, and other members of the public on a regular basis.

*Make sure to submit transfer form to supervisor prior to applying to any opening to interest. To be considered for the opening - employee apply in addition to completing the transfer form