LECOM Institute for Behavioral Health – Patient Access Coordinator

LECOM Institute for Behavioral Health, an equal opportunity employer, is currently searching for a Patient Access Coordinator.

SUMMARY: The Patient Access Coordinator manages referrals to LIBH by gathering the patient’s chief reason for seeking services and insurance information and scheduling the intake for LECOM Institute for Behavioral Health. The position is responsible for data entering of the patient referral into the electronic health record, inputting or updating patient insurance information, conducting appointment reminder calls, and managing the clinic’s intake schedule. The individual will manage referrals obtained via phone, electronic, and any other source. The individual will have knowledge of other LECOM Health and community partner services to provide patients with additional recommendations for services not offered at LIBH. This position reports to the Clinic Director.

MAIN DUTIES AND RESPONSIBILITIES:

Customer Service

· Respond to incoming clinic calls and messages in a professional and courteous manner.

• Returns all messages, if not answered live, within 24 business hours.

· Clear voicemails at least three times per day and maintain log of time to resolve all new patient-related messages.

· Assist callers of the clinic with general information about the LIBH practice.

• Provides patients/families and referral sources with information regarding available services at the LIBH and LECOM Health.
• Provides appropriate referrals to internal departments and/or external agencies.

· Protect patients’ rights by maintaining confidentiality of personal and financial information.

· Fulfill receptionist duties during breaks and/or reception staff time off.

Scheduling

· Schedules new referrals within 24 business hours.

• Completes patient registration, authorization, and eligibility determinations.
• Provides updates to the intake team on scheduling issues.
• Processes referrals received via phone, fax, electronic or other sources.
• Manages the clinic’s intake schedule to ensure weekly schedules are maximized.

· Distinguish the priority of patients’ needs to determine when an immediate slot should be found and offered.

· Proactively coordinate with Clinic Director and team to ensure MHP time is fully utilized.

· Maintain a backfill strategy/list.

· Monitor and document all missed appointments. Contact all patients that cancelled or did not show to their appointment to reschedule and document attempts in patient chart.

· Resolve scheduling conflicts as they occur.

Electronic Health Record Documentation

· Utilize electronic health record to message staff regarding patient scheduling needs/requests.

· Document in patient chart about specific patient needs, etc. at the time of scheduling.

• Scan and upload pertinent referral documents into the patient’s electronic health record.

Clerical

· Maintain logs of required data as needed.

· Submit routine reports as requested by Clinic Director, Medical Associates of Erie (MAE) and/or MCH.

Other Duties

· Personally adhere to LECOM Health’s mission, vision, philosophy, guiding principles and core values.

· Maintain patient confidentiality as required by the MCH policies and HIPAA.

· Understand and adhere to the professional policies and standards in the MCH Employee Handbook.

· Act as a goodwill ambassador for the clinic, the hospital and LECOM Health by promoting awareness to the patient of all physicians and services LECOM Health provides.

· Maintains positive professional relationships with other community service providers.

· Attend staff meetings, required supervision meetings, and any/all other relevant meetings.

· Provide coverage at other locations and other roles when needed.

· Pursue professional development opportunities, both individually and as deemed appropriate by supervisor.

• Establishes a collaborative relationship with team members, community providers, and colleagues.

· All other duties as assigned.

SKILLS/KNOWLEDGE

· Required

o High school diploma or equivalent

o Front desk and/or customer service experience.

· Preferred

o Scheduling experience.

o Formal clerical or secretarial skills training program outside of high school.

o Behavioral health experience helpful, but not required.

o Associate degree in business administration, medical billing, or related field preferred.

o Experience in customer service, patient registration and medical billing preferred.

· Demonstrates sensitivity in relating to and working with persons of varying backgrounds, strengths, aptitudes, and abilities.

· Excellent interpersonal skills.

· Ability to multi-task

· Ability to organize his or her time to ensure maximum efficiency in clinic operations in the allotted working day.

· Presents self in a professional manner; contributes to positive work environment.

· Knowledge of clinic services and medical terminology.

• Knowledge of Erie County Mental Health Resources.

· Telephone etiquette/customer service skills and proficient in Word/Excel.

Additional Requirements:

· Provide current Act 33/34 and FBI clearances upon hire.

· Provide and/or complete Mandated Reporter training.

· Complete crisis de-escalation management and training.

· Must have valid current insurance coverage and reliable transportation.

· Remains in compliance with annual training plan requirements.

· Adheres to practice dress code.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Frequent standing/walking/sitting.

· Frequent use of the phone system.

· Occasionally lifting or items of light to medium weight (up to 25 lbs).

· Occasional reaching, stooping, bending, kneeling, crouching.

· Primarily medical office space, subject to many interruptions. Interactions with members of the public.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skill required of personnel so classified.