About this role
Role Overview
- Efficiently handle communications via phone (inbound and outbound), email, voicemail, faxes, and chat.
- Identify and communicate patient trends and feedback, including scheduling barriers to Intake.
- Interact with Practice Operations team as necessary to ensure proper patient matching.
- Conduct thorough intake assessments to understand patient needs and match them with the most appropriate provider.
- Schedule initial appointments promptly and accurately with detail outlining patients’ needs including talk therapy and/or medication management.
- Collect patient insurance information and run eligibility ensuring in-network benefits for matched provider.
- Obtain and verify patient clinical history, demographic details, insurance information, and eligibility.
- Collect credit card for file and maintain compliance.
- Assist new patients with portal setup and new patient paperwork.
- Process and manage referral paperwork efficiently.
- Ensure all patient interactions and transactions are accurately documented in the Electronic Health Record (EHR) system.
- Proactively contact referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior authorizations.
- Contact existing patients to initiate new services based on internal and external referrals.
- Assist new patient with any questions regarding new patient appointments or referrals.
- Professionally and calmly assist with incoming emergency calls as appropriate and follow crisis call protocols.
- Perform additional tasks and responsibilities as assigned by management to support the overall efficiency of the intake department.
- Adhere to all relevant policies, regulations, and compliance standards throughout the intake process including HIPAA and PCI.
Requirements
- High school diploma or equivalent required; Bachelor's degree preferred.
- 2+ years of experience in a contact center environment and/or healthcare environment.
- Strong computer proficiency with knowledge of Microsoft Office, Internet, and Email.
- Prior experience working with Electronic Health Record systems (EHRs), preferred.
- Clear understanding of insurance-related terminology.
- Fluency in English is required; fluency in Spanish preferred.
- Quiet, distraction free, dedicated HIPAA compliant workspace in your remote office with high-speed hard-wired internet access.
- Must be able to multi-task and prioritize work in a fast-paced work environment.
Benefits
- medical
- dental
- vision
- AD&D
- short and long-term disability
- life insurance
- 401k retirement savings with employer match
- paid parental leave
- paid time off
- holiday pay
- Employee Assistance Program