Lead Administrative Intake Support Staff Contact Center Full Time

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are a tight-knit community of healers who witness the impact of our life-changing work each day. Our services include a state-of-the-art psychiatric urgent care center, a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment, and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. We offer on-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains.

About the role

As a Lead Administrative Intake Support Specialist at Pine Rest, you’ll be part of a tight-knit team that believes in the healing power of your expertise and compassion. This role upholds the healing ministry of Christ through relationships that honor integrity, stewardship, empowerment, the promotion of diversity, and professional excellence. You will provide intake phone triage, customer reception, registration, external courtesy communication, and complete admissions in accordance with patient needs. You are dedicated to excellent customer service, enthusiastic about the care we offer, and foster a sense of belonging and empowerment in a diverse workplace.

Responsibilities

• Professionally and calmly handle crisis calls to determine appropriate next steps in the assessment process.
• Complete phone triage intake for all HRS admission referrals.
• Review, monitor, and collect program data, providing evaluation to enhance data.
• Work effectively and collaboratively in a multi-disciplinary team to ensure excellent patient experience.
• Perform related office duties such as patient registration, insurance verification, and courtesy phone calls.
• Manage and implement emergency procedures for the entire organization.
• Manage switchboard operations for the entire organization, directing customers to the requested persons.
• Orient patients to the assessment process and complete admission paperwork.
• Consult and communicate with other HRS staff and other organization departments.
• Demonstrate up-to-date knowledge of current rules, regulations, policies, and procedures related to programs.
• Bring known or suspected non-routine problems and issues to the manager.
• Participate in routine problem solving; decisions made at this level affect individuals and programs.
• Provide outpatient services after-hours answering service.
• Actively participate in safety management, milieu management, crisis intervention, and prevention.
• Effectively organize time, responsibilities, and accomplish tasks by established deadlines and timeframes.
• Demonstrate understanding of sound ethical practice in conjunction with the established and defined ethics of one's training, discipline, and education/license level.
• Participate regularly in departmental and staff meetings.
• Serve on programs or organizational committees as required and as time and workload allow.

Requirements

• Associate’s Degree or equivalent knowledge, skills, experience, and abilities required.
• Bachelor’s Degree preferred.
• Minimum 1 to 2 years of administrative intake or patient registrar experience.

Benefits

• Medical, dental, vision, and life insurance plans.
• 403(b) retirement match contribution by Pine Rest.
• Generous PTO for full and part-time employees.
• Tuition assistance and loan forgiveness.
• Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.
• Partnership with Davenport University provides generous discount on tuition for employees and family members.

Schedule

32 scheduled weekly hours.