Lead Referral and Transfer Management Clerk presso Centennial Mental Health Center Inc.

Description

Position Summary:

To provide leadership of the pro-active support to, clients accessing our system virtually. Support the timely provision of comprehensive behavioral health services by actively managing incoming referrals for service. Foster a culture of client and family centered care, service, quality, and safety excellence; while improving client experience, employee experience and community relations. Facilitate access to care as the primary entry point for clients, family members, and potential clients to access and receive Centennial services. Serve as the “face” of Centennial representing a welcoming and efficient entry point to services.

Primary Duties and Responsibilities:

Essential functions 

• Arrives at work or at assigned locations punctually and attends work with minimal absences.
• Advises Managers remotely, and in person as necessary.
• Accurately records time worked for purposes of compensation. 
• Works effectively both independently and as a member of a team.
• Able to communicate effectively and professionally both verbally and in writing with a wide variety of individuals including both internal and external customers.
• Additional duties as assigned.

Assists Clients Calling or Visiting the Clinic Virtually

• Greet all clients virtually or on the phone in a pleasant and professional manner.
• Monitors transfer queues, records client arrival time, and assist clients with basic questions.
• Complete client check-in and transfer queue protocol for any service line: medical, substance use disorder, or mental health. 
• Directs clients to Billing Department for further assistance regarding their financial account.
• Schedules client follow up appointments following scheduling protocols.
• Supports team based model of care including education to clients on: care team structure, rights and responsibilities, missed appointment/late arrival policies etc.
• Ensure that urgent client needs are handled within specific timeframe.

Responsible for Collection of Payment and Reconciling Credit Card Collections

• Collect payments following cashier protocols for credit card collections ensuring collection of insurance co-payments, sliding fee payments, and private payments.
• Reconciles daily collections.
• Maintains fee schedule for easy reference and use.

Process Incoming referrals for service

• Clears, sorts, distributes all incoming referrals accurately.
• Properly handle incoming referrals including report maintenance and documentation and follow up communication with referral source, clients and family members when appropriate.
• Complete primary intake bundle in EHR.
• Verifies insurance coverage, and co-pays.
• Assist clients in completing application for sliding fee program.
• Timely responses to email and EHR tasks.
• Schedule Brief Screening Appointments in accordance with protocol.
• Schedule Intake Appointments in accordance with protocol and knowledge of clinician licensures, interests, and/or specialties.

Provides Administrative Support to the facility

• Responds to request from all clinics and departments within Centennial as well as partnering organizations.
• Providing front desk coverage as needed throughout respective region
• Ability to float as coverage to other clinics, and must be cross trained for medical, substance use disorder and mental health check in.
• Specimen collection for Substance Use Monitoring Services in accordance with organizational policies and procedures including all training requirements related to monitoring youth specimen collection practices.
• Participates in monthly clinic meetings.

Lead Duties

• Supporting and providing training to all Referral and Transfer Management Clerks.
• Assisting Office Coordinator in developing onboarding and training calendars.
• Setting Referral and Transfer Management Clerk schedule. 

Requirements

Knowledge, skill and ability:

• Ability to prioritize work and manage time effectively and independently.
• Intermediate use of Microsoft Word, Excel and Outlook.
• Ability to communicate professionally in person and on the phone.
• Understanding of electronic systems, prior EHR experience preferable.
• Ability to adjust to new situations encountered on a daily basis.
• Ability to maintain constructive working relationships with employees of all levels.
• Ability to manage various tasks and duties simultaneously.

Education and Formal Training:

High school diploma or GED, Must obtain QMAP Certification within 90 days of hire.

Experience: 

2+ years of previous experience working in a clinical setting preferred. 1+ year management experience preferred.

Qualities and Characters:

• Maintains a professional relationship with leadership and all levels of staff and displays a positive attitude
• Ability to demonstrate strong skills in leadership
• Demonstrates positive interactions with others
• Displays through enthusiasm and commitment; strong work ethic, responsibility, dependability; toward the mission and vision of the organization
• Demonstrates professional image, maturity, and positive attitude
• Genuine interest in Centennials mission and a willingness to work with vulnerable populations utilizing compassion and empathy in decision making and customer service

Working Conditions and Physical Environment:

Job duties are performed in a generally comfortable environment, but require more than the usual physical effort in the office (e.g., lifting small boxes or equipment), or prolonged movement (e.g., standing).