Outpatient Support Services Coordinator

Essential Duties and Responsibilities

• 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.
• Responsible for checking in clients for both telehealth and in-person appointments, verifying insurance benefits, confirming and updating personal information, updating payor details, and collecting co-pays for new and existing clients.
• Scan and save identification and insurance cards to client records including any change of information.
• 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.
• 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 program waitlist and report monthly.
• Manage web-based interactions and telephone to communicate regularly with customers regarding 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.
• Performs telephone operations such as, transferring and forwarding calls, use of voicemail, etc.
• Perform other duties as required by the supervisor.

Core Competencies

• Maturity and sensitivity to the special needs of PPBH clients while possessing the knowledge of behavioral health and medical conditions.
• Ability to communicate client needs and information to behavioral healthcare staff.
• Ability to utilize and navigate an electronic health record, Microsoft office software, and insurance verification websites.
• Must possess an understanding for agency programs and make referrals to appropriate programs.
• Must be service oriented with good customer service skills.
• Must possess the ability to maintain client confidentiality.

Qualifications, Education and/or Experience

• 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.