Remote Centralized Scheduling Representative - Days na WellSpan Medical Group

Duties and Responsibilities

Remote Work Capable

Essential Functions:

• Answers incoming calls via centralized phone queue with exceptional customer service skills. Manages the needs of each patient appropriately.
• Schedules appropriate appointment within established parameters by determining the needs of the patient (i.e. psychiatry, psychotherapy, new or established patient, substance abuse or mental health intake).
• Answers telephones, routes callers, takes messages, and provides routine information to callers.
• Conducts patient interview over phone to obtain accurate and pertinent information regarding the patient’s mental health or substance abuse status, needs, and history to determine treatment needs
• Conducts patient interview over phone to obtain accurate demographic, financial, and biographic information. Understands patient insurance information and correctly enters that information into the EHR system.
• Provides guidance and support at time of initial telephone contact with patients and schedules initial office visit.
• Receives information on patients being discharged from facilities and assesses for appropriate level of care based on patient mental health and substance abuse history and needs
• Provides referral information to patients or providers in the event the requested service or appointment is not available in an adequate timeframe.
• Participates and completes all required trainings to ensure competency in substance use screening

Common Expectations:

• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Maintains professional growth and development
• Maintains and follows established policies and procedures, standard work, objectives, quality assessment, safety, environmental and infection control standards.
• Keeps up to date with technology and applies knowledge to the job.
• Operates standard office machines and equipment such as computers, calculators, and photocopiers.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year Telephone management experience. Required and
• Insurance knowledge. Required
• Behavioral Health/Human Services experience. Preferred

Courses and Training:

• Must attend the following Pennsylvania Department of Drug and Alcohol trainings and obtain necessary certification (Confidentiality Training, HIV Training, STD/Hepatitis/TB Training) within 2 years Required and
• Medical Terminology Upon Hire Preferred

Knowledge, Skills, and Abilities:

• Excellent human relations and oral/written communication skills.
• Analytical abilities.
• Computer and keyboard skills.
• Community services and/or other physician support systems.
• Proficiency in Therapeutic Crisis Intervention (TCI) principles of de-escalation.
• Knowledge of EPIC.
• Knowledge of insurance.
• Ability to work independently.