Behavioral Health Office Coordinator

About the role

Provide administrative support to program staff and management. Works directly with patients to obtain and verify information during the registration process as well as other duties to support patient care. Position is first line of contact for all telephone calls and patients presenting in crisis. Position requires ability to work under pressure with many interruptions. Position often works in an environment with multiple tasks at hand requiring prioritization. Position may also provide front desk coverage as necessary.

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement. Working at SEARHC is more than a job, it’s a fulfilling career.

Responsibilities

• Greet and assist patients and family members at the designated facility.
• Check patients in and out for appointments and schedule follow-up appointments as needed or directed.
• Collect, verify, and enter demographic, financial and/or insurance information and accurately enter the information into the electronic health record to ensure prompt and accurate billing.
• When scheduling, responsible for scheduling and facilitating telehealth for clients to connect to/from other locations.
• Screen patients for priority risks and raise questions and concerns on complex patient situations to the clinic supervisor(s).
• Complete Mental Health Initial Contact form with client.
• Process, accept, and track referrals/consults for clinic.
• Schedule appointments for intakes and ensure all documentation is completed.
• Work with clinic supervisor(s) to assign the patient for an assessment.
• Collect required consents.
• Call clients for appointments including intake appointments, no-show or cancelled appointments.
• Review collected documentation for accuracy.
• Identify Release of Information (ROI) and submit completed document to Health Information Management.
• Review Intake Packet for completion and accuracy.
• Review Annual Consents are collected and in patient EHR.
• Provide support to Assessment and Referral by assisting clients in completing Intake documentation.
• Perform opening and closing duties:
  • Turn on/off the lights to the clinic and unlock/lock common spaces and storage.
  • Check phone messages upon arrival and throughout the day.
  • Prepare necessary paperwork that needs to be collected from patients.
  • Check printers/fax machines and ensure confidential content is not left out.
  • Secure and/or shred confidential material.
  • Print the schedule for the next day and secure before departure.
  • Ensure common areas are tidy including conference rooms, classrooms, and lobby.
• Maintain confidentiality of all verbal, written, and electronic forms of communication or information sharing.
• Scan documents and ensure that all information is uploaded to the proper location.
• Handle data collection and entry including but not limited to internal, State, and Federal data.
• Complete and maintain patient-specific training, e.g., BHA, Crisis, or other therapeutic skills and techniques.
• Follow the highest standards of SEARHC mission, vision, and values.
• Remain calm and support clients when they appear upset or overwhelmed; request a supervisor if a client becomes distressed.
• Remain culturally aware, and value others' cultural differences as well as their strengths.
• Talk respectfully to clients, staff, and supervisors without exception.
• Work collaboratively with peers and/or colleagues, aiding as needed to meet the needs of patients and organizational goals.

Required On-the-Job Training

• HIPAA Compliance and Patient Confidentiality - Training on maintaining privacy and confidentiality of patient information, understanding HIPAA regulations, and managing sensitive records securely.
• Behavioral Health Documentation Systems - Hands-on training in using electronic health records (EHR) or practice management systems specific to behavioral health, such as documenting client appointments, progress notes, and billing.
• Crisis Management and De-escalation Techniques - Education on recognizing behavioral health crises, supporting staff in high-stress situations, and understanding emergency response protocols.
• Insurance Verification and Billing Processes - Instruction on verifying coverage for behavioral health services, and addressing billing inquiries.
• Customer Service and Patient Communication Skills - Training on communicating effectively with diverse populations, managing challenging patient interactions, and fostering a supportive office environment.

Requirements

• High school diploma or equivalent.
• Must currently hold or be actively pursuing certification as a Behavioral Health Aide or Chemical Dependency Counselor.
• Two years of office experience; medical office experience preferred.
• Knowledge of office functions, computer applications, office machines and equipment, and HIPAA privacy rules.

Skills

• Verbal and written communication.
• Problem solving.
• Time management, organization, and customer service.
• Data entry with a high degree of accuracy and detail orientation.
• Ability to prioritize work and multi-task in a fast-paced office setting with many interruptions.
• Self-starter and willingness to learn.
• Read and comprehend instructions, correspondence, and memos.
• Demonstrate time-management, organizational, and customer service skills.
• Work with accuracy and detail.
• Maintain professional composure during stressful times.

Computer Skills

• Proficient in Microsoft Office Products including Word, Excel, and PowerPoint.
• Experience using Electronic Health Records is required.

Travel

Less than 10% travel expected.

Safety and Risk Management Responsibilities

• Comply with safe work rules.
• Report all accidents and injuries immediately.
• Cooperate in all accident and injury investigations.
• Report defective equipment and unsafe conditions.

Physical Demands

• Regularly required to talk or listen.
• Frequently required to stand, walk, sit, use hands to finger, handle or feel, and reach with hands and arms.
• Occasionally required to climb or balance; stoop, kneel, crouch or crawl.
• Must lift and/or move up to 25 lbs.

Work Environment

• The noise level in the work environment is usually moderate.
• The setting for this role will include office and healthcare settings.
• The normal work routine involves no exposure to blood, body fluids or tissues.

Pay

$25.00 - $31.88 per hour.

Schedule

• Monday - Friday, 8:00 AM - 5:00 PM
• Monday - Friday, 10:00 AM - 7:00 PM
• Tuesday - Saturday, 8:00 AM - 5:00 PM

Benefits

• Retirement benefits.
• Paid time off.
• Paid parental leave.
• Health insurance.
• Dental and vision benefits.
• Life insurance.
• Long and short-term disability.