Job Details

POSITION DESCRIPTION:

Serves as a first point of contact for customers by phone, as well as a liaison between external customers and medical staff.  Answers incoming calls, assesses the urgency of the call; appropriately triages and directs all calls according to established procedures to ensure optimal quality patient care. Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency. Provides a high level of customer service to all internal and external customers.

Provides front line support to the Outpatient Psychiatry and Counseling Center through the performance of phone screenings, assigning prospective patients to therapists and physicians, and patient phone calls. Assists with maintenance of the intake database and monthly reports on intake activity. Performs other duties as needed.

ESSENTIAL JOB FUNCTIONS:

1. Provides intake services to callers requesting outpatient mental health, chemical dependency or psychoeducational services; schedules appointments for appropriate callers qualifying for services.
2. Monitors clinic work queues, waitlists, referrals and recall lists daily, ensuring compliance.
3. Compiles and forwards all required information for prior authorizations to appropriate parties to ensure medications are received and accurately filled in a timely basis.
4. Mails and faxes letters and documents in a timely manner. Sends all no-show letters and cancellation letters.
5. Sends appointment reminders and new patient welcome letters with attendance policy.
6. Answers incoming calls, assesses the urgency of the call; appropriately triages and directs all calls according to established procedures to ensure optimal patient care. Schedules appointments by protocol; communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
7. Answers telephone in accordance with IHA telephone etiquette guidelines, taking and relaying messages in a timely manner.
8. Obtains necessary patient registration information, verifies patient insurance eligibility, prepares charts for visits in accordance with IHA protocols and notifies clinical staff of patient’s arrival, if applicable.
9. Confirms patient appointments based on office protocols.; obtains appropriate information, enters preliminary account data into computer and confirms appointments based on office protocols.
10. May collect payment(s) and ensures timely and accurate posting of payment.
11. Records messages for physician and staff accurately, with complete information required, and ensures that it is routed appropriately through Trinity Health IHA Medical Group EMR system.
12. Assists patients with MyChart-related questions. Keeps current on updates, changes and FAQ’s.
13. Accurately documents into IHA systems.
14. Maintains familiarity with physician office, Billing Department and all extended care location basic services and hours of operation to respond to customer requests accurately and promptly.  
15. Assists patients and facilities with questions related to referrals, authorizations and requisitions per established protocols.
16. Accurately completes patient forms.
17. Supports report management and patient outreach. May support overdue report management.
18. Supports other offices, attends meetings and training as assigned.
19. Performs other duties as assigned.