Intake Coordinator - Ambulatory - Montgomery County

This position is responsible to provide administrative leadership to clinical staff and conduct high volume psychosocial and psychiatric services to children in a comprehensive community and hospital-based outpatient mental health clinic. Responsible to obtain pertinent information through intake on the telephone for new patient appointments, make the appropriate assignment in the multiple specialty clinics including Mood Disorders, Neuro psychological testing, Infant and Toddler, Eating Disorder, OCD/Tourette's, Anxiety and ADHD.

Minimum Work Experience
4 years Related experience (Required)

Previous experience in mental health intake (Required)

Required Skills/Knowledge
Excellent customer service skills.
Experience in healthcare setting preferred and computer knowledge necessary.
Excellent verbal, interpersonal, and telephone skills required.
Knowledge of medical terminology and CPT-4/ICD-9 coding preferred.
Detail oriented, organized individual with demonstrated ability to prioritize, problem-solve and follow through.
Working knowledge of mental health third party payers, eligibility requirements and ability to discuss medical and mental health benefits.
Ability to make appropriate new patient assignments to clinician based on specialty clinic and/or refer to other medical health services both at Children’s Hospital and other community mental health resources.
Should have knowledge of computer database entry .
Knowledge of charge entry and/or front desk operations.

Functional Accountabilities
Insurance Authorization

• Verify insurance eligibility for anticipated services using any verification system (EVS, Envoy, MAMSI On-line, DIV A, ACEDS) and/or call insurance companies as appropriate.

• Coordinate patients, physicians and insurance companies to fulfill authorization requirements, facilitate document submission and communicate outcomes.

• Obtain authorization from insurance companies as appropriate; document authorization in Account Notes and appropriate fields.

Patient Services

• Obtain required clinical and financial information by conducting telephone intake; mail packet of information to families after initial phone intake; enter intake information into database.

• Greet patient, parent and staff in courteous and consumer-oriented manner; complete computer aided, on-line registration screen with parent/guardian via telephone or in person; schedule patient for appointment with physician, nurse or technical personnel using the on-line scheduling system.

• Discuss co-payment or payment-in-full requirements.

Patient Triage

• Appropriately triage treatment needs based on department guidelines.

• Refer requests to other medical, mental health services both at Children’s National Medical Center and other community mental health resources when appropriate based on departmental guidelines.

• Assign cases to intake staff by clinical specialty after receipt of packets.

• Monitor wait list and assignment of cases to clinicians.

Peer and Staff Training

• Provide expertise to peers throughout the institution regarding protocols governing their specific department.

• Train COR staff on insurance, registration and scheduling requirements for the patients in their department.

• Provide input to manager about the registration errors for ongoing training purposes.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities
Monthly Reports

• Provide data for calculation of monthly statistical reports of intake calls and scheduled appointments for management.

Organizational Commitment/Identification

• Partner in the mission and upholds the core principles of the organization

• Committed to diversity and recognizes value of cultural ethnic differences

• Demonstrate personal and professional integrity

• Maintain confidentiality at all times

Customer Service

• Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others’ ideas and opinions

Performance Improvement/Problem-solving

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things