Behavioral Health Scheduling Specialist

Responsibilities

• Manages patient contacts with professionalism, courtesy, and compassion.
• Serves 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.
• Runs insurance eligibility and explains financial requirements to the patient or responsible parties.
• Schedules appointments for patients, making reminder calls before appointments.
• Maintains the schedule to ensure accuracy and a minimum capacity of 85%.
• Facilitates patient flow and communicates changes with patients and clinical staff, including presenting schedule to providers at morning huddle.
• Manages cancellations to ensure rescheduling, addressing patient refusals and nonadherence with providers.
• Facilitates patients challenged by telehealth registration by following up on patients not in the virtual waiting room.
• Provides clerical support such as data entry and reception duties, including responding to phone calls and walk-in inquiries.
• Maintains a list of referral sources and tracks intake statistics for reporting purposes.
• Maintains 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.
• Able to manage multiple tasks effectively.
• Able to analyze situations and respond appropriately.
• Able to maintain confidentiality regarding patient records.
• Able to work with various departments and teams ensuring their workflows are met.

Qualifications

• High School Diploma or equivalent.
• 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.