Centralized Scheduling Representative - Days

Full-time, Days

11:00AM-7:30PM Monday through Thursday

7:45AM -4:15PM Friday

Travel required for in person trainings and meetings as needed. Travel to York, Lancaster, or Lebanon county would be the potential travel locations. Must have HIPAA compliant work area at home and adequate internet connectivity.

General Summary

Provides centralized scheduling and support services for all behavioral health outpatient clinics, according to the patient's needs. Interviews patient to obtain necessary information to recommend appropriate level of care. Provides support to multiple provider types in behavioral health intake process.

Duties and Responsibilities

Remote Work Capable

Essential Functions:

• Answers incoming calls via centralized phone queue with exceptional customer service skills. Manages the needs of each patient appropriately.
• Schedules appropriate appointment within established parameters by determining the needs of the patient (i.e. psychiatry, psychotherapy, new or established patient, substance abuse or mental health intake).
• Answers telephones, routes callers, takes messages, and provides routine information to callers.
• Conducts patient interview over phone to obtain accurate and pertinent information regarding the patient's mental health or substance abuse status, needs, and history to determine treatment needs
• Conducts patient interview over phone to obtain accurate demographic, financial, and biographic information. Understands patient insurance information and correctly enters that information into the EHR system.
• Provides guidance and support at time of initial telephone contact with patients and schedules initial office visit.
• Receives information on patients being discharged from facilities and assesses for appropriate level of care based on patient mental health and substance abuse history and needs
• Provides referral information to patients or providers in the event the requested service or appointment is not available in an adequate timeframe.
• Participates and completes all required trainings to ensure competency in substance use screening

Common Expectations:

• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Maintains professional growth and development
• Maintains and follows established policies and procedures, standard work, objectives, quality assessment, safety, environmental and infection control standards.
• Keeps up to date with technology and applies knowledge to the job.
• Operates standard office machines and equipment such as computers, calculators, and photocopiers.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year Telephone management experience. Required and
• Insurance knowledge. Required
• Behavioral Health/Human Services experience. Preferred

Courses and Training:

• Must attend the following Pennsylvania Department of Drug and Alcohol trainings and obtain necessary certification (Confidentiality Training, HIV Training, STD/Hepatitis/TB Training) within 2 years Required and
• Medical Terminology Upon Hire Preferred

Knowledge, Skills, and Abilities:

• Excellent human relations and oral/written communication skills.
• Analytical abilities.
• Computer and keyboard skills.
• Community services and/or other physician support systems.
• Proficiency in Therapeutic Crisis Intervention (TCI) principles of de-escalation.
• Knowledge of EPIC.
• Knowledge of insurance.
• Ability to work independently.

Benefits Offered:

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy