Outpatient Support Services Coordinator

SUMMARY:

Responsible for client, referral, and scheduling duties, while providing exceptional customer service by phone and in person. Duties may include admitting new clients, managing appointment check-ins, collecting copays, and maintaining regular communication with other agency staff, doctors’ offices, and hospitals.

SUPERVISORY RESPONSIBILITIES:

N/A

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Duties and Responsibilities reflect the general details considered necessary to describe the principal functions of the job and shall not be construed as a detailed description of all related work assignments that may be inherent to the job.

· Respond to clients and staff in a courteous, timely, and professional manner by phone or in person.

· Accurately register and/or update all necessary client demographics screens in the EHR for new clients.

· Check in clients, verify insurance benefits, verify personal information, update payors, and collect co-pays for new and existing clients. This includes telehealth or in person appointments.

· Scan and save identification and insurance cards to client records including any change of information.

· Prepare, label, scan and forward charts to Health Information Center after Intake.

· Perform appointment reminder calls for all scheduled outpatient appointments, informing client of copays owed (if applicable) and/or balance due or credit available (if applicable), verifying that insurance information is correct and complete, and verifying that home address is correct and complete, making updates as needed.

· Assist clients with their questions regarding any outstanding balances. Refer to Patient Accounts Specialist if client requires further assistance.

· Manage standby or open access lists.

· Maintain office area clean at all times.

· Monitor and manage website, email, faxes, chat rooms and online applications to schedule and initiate services.

· Process referrals for new and follow up clients.

· Coordinate care of new clients with outside agencies, hospitals and providers.

· Track data of client referrals within the system.

· Maintain programs waitlist and report monthly

· Manage web based interactions and telephone to communicate regularly with customers in regards to transferring, scheduling, rescheduling and cancelation of appointments.

· Operates a telephone switching system to handle incoming calls regarding scheduling and route other incoming calls to the correct individual or department.

· Perform telephone operations such as, transferring and forwarding calls, use of voice mail

· Performs other duties as required by supervisor

QUALIFICATIONS, EDUCATION AND/OR EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

· High School Diploma or G.E.D. Certificate.

· 2 years of customer service with exemplary telephone etiquette experience required.

· Experience in a behavioral health or medical facility preferred but not required.

· Ability to work a flexible schedule when necessary

· Ability to apply common sense understanding and communicate effectively in order to carry out instructions both verbally and in writing with clients, in staff meetings, and with supervisors. Bilingual preferred.

· Knowledge using registration, scheduling systems, telephone switching system, and web based resources.

· COMPUTER SKILLS: Must have Intermediate to advanced experience in MS .Office Suite (Outlook, Word, Excel, and PowerPoint), the use of personal computers, and standard office productivity software.

· LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals

REQUIREMENTS:

· A valid Class E Drivers’ License for positions that require driving personal or Agency vehicle on Agency business.

· Must maintain a minimum Bodily Injury & Property Liability insurance limit of at least $50,000 for positions that require driving personal own vehicle (POV) on Agency business. (Proof Required)

· PPBH is a 24/7 Agency. All employees must be available as needed when required.

PHYSICAL DEMANDS:

The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee is occasionally required to stand; walk; sit; climb or balance; stoop; kneel; crouch; or crawl; and talk or hear.

In case of emergencies or business needs, this position may require to work remote