Behavioral Health Outreach Coordinator
JOB
Summary:
The BH Outreach Coordinator (OC) is responsible for the oversight and coordination of all outreach activities with a focus on new patient triage and waitlist management.
This position manages the Patient Experience Specialists within Behavioral Health, including job performance and accountability for registration, scheduling, insurance verification, referrals requests, records management, provider communications and other duties as requested to manage the administrative portion of the patient experience for all Behavioral Health patients.
The OC must exercise their professional judgement to triage and appropriately prioritize the needs of the new patients and place them with the best-suited available therapist.
The OC must provide the highest level of customer service with a sensitivity to the privacy and other needs of the population in all interactions.
Courtesy and tact are essential for this role.
MAJOR DUTIES AND
Responsibilities:
COMMUNICATION Coordinates with Behavioral Health and Medical providers effectively, timely and professionally Ensures that PES staff understand expectations and have the skills and materials to meet them.
Documents patient encounters and subsequent follow-up action items thoroughly and timely.
PATIENT FOCUS Primary focus is to maximize patient access by appropriately prioritizing and placing patients and decreasing wait times for services Provides prompts, efficient and personalized assistance to meet the requirements, requests, and concerns of patients, visitors and all of CB staff.
Identifies patient needs and issues and works to resolve the problems while advocating for the patient.
Demonstrates a desire to understand patient's needs and how the organization can meet those needs.
Notifies patient of referral details.
WORKPLACE COMPUTERS AND EQUIPMENT Handle telephone and written inquiries.
Enter information into Patient Management System and EMR.
Enters all information gathered into the practice management system and documents cancelled and no show appointments.
Scans documents into the Electronic Health Record system into the appropriate category.
Enters referral information into EMR utilizing appropriate insurance panel.
COMPLIANCE, POLICY, AND PROCEDURE Maintains patient confidentiality Complies with federal and local patient privacy laws.
Verifies patient and or/guardian identification.
Document services by initiating appropriate forms, entering client data into the EMR and ensuring all documentation is appropriately signed and dated.
Carry out various quality assurance activities such as any client feedback regarding problems with access or quality of services, and communicating findings to relevant entity.
Present ideas and suggestions when opportunities for improvement present of existing services based on interactions.
TEAMWORK Assists in coverage for other areas.
Performs other tasks as needed.
Maintains open relationships and lines of communication with co-workers Work with a multidisciplinary team to establish rapport and improve patient outcomes.
ANALYTICAL AND CRITICAL THINKING Assess patient information to prioritize patient needs and coordinate times of service according to these priorities.
Understands and interprets special requests or other stated needs of the patient and appropriately matches these to the best available therapist for an appointment.
Understand PES functions and provides support to PES staff when needed.
PLANNING AND ORGANIZING Completes urgent referrals the same day as requested.
Faxes referral and supporting documentation to specialist office in advance of the scheduled appointment.
CHECKING, EXAMINING, AND RECORDING Reviews documentation for accuracy Reviews and documents PES performance SKILLS AND ABILITIES Must exercise sound clinical judgement based on assessment finding or patient's self-report Must understand the nuances of therapies, subspecialties, and groups to match patients to appropriate services Must possess excellent interpersonal skills Basic understanding of HIPAA and PHI Basic navigational knowledge of electronic medical record applications Must have excellent time management skills, be organized, self-motivated Possess excellent written, verbal, and interpersonal communication skills Maintain a high level of productivity and confidentiality Work well in a team environment.
Ability to handle multiple tasks at once without mistakes or diminution of professional demeanor and customer service.
Effectively able to prioritize and maintain workflow Ability to function in a high volume, multiple task environments, possibly in a closely shared workspace.
Demonstrate self motivation and the ability to work with a high degree of independence.
Ability to effectively and efficiently solve problems as presented in real time.
Strong organizational and task prioritization skills.
EDUCATION AND/OR
Experience:
Required:
Bachelor's in Social Work (BSW).
Preferred:
At least 18 month's experience in clinical environment Preferred:
Experience in managing other staff members and processes Preferred:
Experience with electronic medical records systems Recommended Skills Administration Behavioral Medicine Clinical Works Confidentiality Courtesy Critical Thinking Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The BH Outreach Coordinator (OC) is responsible for the oversight and coordination of all outreach activities with a focus on new patient triage and waitlist management.
This position manages the Patient Experience Specialists within Behavioral Health, including job performance and accountability for registration, scheduling, insurance verification, referrals requests, records management, provider communications and other duties as requested to manage the administrative portion of the patient experience for all Behavioral Health patients.
The OC must exercise their professional judgement to triage and appropriately prioritize the needs of the new patients and place them with the best-suited available therapist.
The OC must provide the highest level of customer service with a sensitivity to the privacy and other needs of the population in all interactions.
Courtesy and tact are essential for this role.
MAJOR DUTIES AND
Responsibilities:
COMMUNICATION Coordinates with Behavioral Health and Medical providers effectively, timely and professionally Ensures that PES staff understand expectations and have the skills and materials to meet them.
Documents patient encounters and subsequent follow-up action items thoroughly and timely.
PATIENT FOCUS Primary focus is to maximize patient access by appropriately prioritizing and placing patients and decreasing wait times for services Provides prompts, efficient and personalized assistance to meet the requirements, requests, and concerns of patients, visitors and all of CB staff.
Identifies patient needs and issues and works to resolve the problems while advocating for the patient.
Demonstrates a desire to understand patient's needs and how the organization can meet those needs.
Notifies patient of referral details.
WORKPLACE COMPUTERS AND EQUIPMENT Handle telephone and written inquiries.
Enter information into Patient Management System and EMR.
Enters all information gathered into the practice management system and documents cancelled and no show appointments.
Scans documents into the Electronic Health Record system into the appropriate category.
Enters referral information into EMR utilizing appropriate insurance panel.
COMPLIANCE, POLICY, AND PROCEDURE Maintains patient confidentiality Complies with federal and local patient privacy laws.
Verifies patient and or/guardian identification.
Document services by initiating appropriate forms, entering client data into the EMR and ensuring all documentation is appropriately signed and dated.
Carry out various quality assurance activities such as any client feedback regarding problems with access or quality of services, and communicating findings to relevant entity.
Present ideas and suggestions when opportunities for improvement present of existing services based on interactions.
TEAMWORK Assists in coverage for other areas.
Performs other tasks as needed.
Maintains open relationships and lines of communication with co-workers Work with a multidisciplinary team to establish rapport and improve patient outcomes.
ANALYTICAL AND CRITICAL THINKING Assess patient information to prioritize patient needs and coordinate times of service according to these priorities.
Understands and interprets special requests or other stated needs of the patient and appropriately matches these to the best available therapist for an appointment.
Understand PES functions and provides support to PES staff when needed.
PLANNING AND ORGANIZING Completes urgent referrals the same day as requested.
Faxes referral and supporting documentation to specialist office in advance of the scheduled appointment.
CHECKING, EXAMINING, AND RECORDING Reviews documentation for accuracy Reviews and documents PES performance SKILLS AND ABILITIES Must exercise sound clinical judgement based on assessment finding or patient's self-report Must understand the nuances of therapies, subspecialties, and groups to match patients to appropriate services Must possess excellent interpersonal skills Basic understanding of HIPAA and PHI Basic navigational knowledge of electronic medical record applications Must have excellent time management skills, be organized, self-motivated Possess excellent written, verbal, and interpersonal communication skills Maintain a high level of productivity and confidentiality Work well in a team environment.
Ability to handle multiple tasks at once without mistakes or diminution of professional demeanor and customer service.
Effectively able to prioritize and maintain workflow Ability to function in a high volume, multiple task environments, possibly in a closely shared workspace.
Demonstrate self motivation and the ability to work with a high degree of independence.
Ability to effectively and efficiently solve problems as presented in real time.
Strong organizational and task prioritization skills.
EDUCATION AND/OR
Experience:
Required:
Bachelor's in Social Work (BSW).
Preferred:
At least 18 month's experience in clinical environment Preferred:
Experience in managing other staff members and processes Preferred:
Experience with electronic medical records systems Recommended Skills Administration Behavioral Medicine Clinical Works Confidentiality Courtesy Critical Thinking Estimated Salary: $20 to $28 per hour based on qualifications.
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