Patient Onboarding Coordinator

POSITION SUMMARY

The Patient Onboarding Coordinator is a vital member of our healthcare team, responsible for providing compassionate and efficient support to individuals seeking mental health and behavioral healthcare services. This involves handling inbound and outbound calls, conducting screenings, and offering guidance to individuals needing mental health support. The specialist will collaborate with healthcare professionals, maintain accurate records, and contribute to the overall success of the call center.

QUALIFICATIONS

Education: Bachelors Degree from an accredited college or university in Counseling, Psychology or Social Work preferred. High school diploma required.
Experience: Previous experience in a call center or customer service role, preferably in a healthcare setting.
Additional Requirements: The ability to remain calm under pressure and handle crisis situations with sensitivity. Familiarity with electronic health record systems and call center software is a plus. Complete Drug Screening and Background check upon being hired.

PRIMARY RESPONSIBILITIES

1. Answer incoming calls from individuals seeking behavioral healthcare services.
2. Make outbound calls to follow up on inquiries, schedule appointments, and provide additional information as needed.
3. Conduct initial screenings to determine the urgency and severity of individuals' mental health needs.
4. Follow established protocols for crisis intervention, including contacting emergency services when necessary.
5. Offer information about available behavioral healthcare services, treatment options, and community resources.
6. Make appropriate referrals to mental health professionals and services based on individual needs.
7. Maintain accurate and confidential records of all interactions in the call center database.
8. Document screening findings, intervention strategies, and referrals made during calls.
9. Adhere to all relevant policies, procedures, and ethical guidelines.
10. Follow established protocols for maintaining confidentiality and privacy.

Note: The essential job functions of this position are not limited to the duties listed above.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Strong understanding of mental health issues, treatment modalities, and healthcare systems.
2. Ability to analyze situations, evaluate data, and recommend/implement courses of action that would improve the functioning of systems/processes they are involved in.
3. Ability to interpret, adapt, and apply guidelines and procedures.
4. Ability to use good judgment and keep information confidential.
5. Ability to react calmly and effectively in an emergency.
6. Ability to effectively prioritize tasks.
7. Ability to work collaboratively in a multidisciplinary team environment.
8. Excellent communication, interpersonal, and crisis management skills.
9. Commitment to ethical standards, confidentiality, and professional boundaries.

PHYSICAL, MENTAL, AND SPECIAL DEMANDS

1. Ability to reach above and below the waist, turn, twist, and to manipulate small tools (copier, computer, telephone, typewriter, calculator, safe, facsimile machine).
2. Ability to see well enough to read handwritten and typewritten material.
3. Ability to handle a variety of repetitive tasks at a moderate level.
4. Available to work varied hours (i.e. evenings, weekends) as required, may be on call as needed.
5. Ability to handle multiple projects and tasks under deadlines and with short notice.

MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES:

THIS SECTION DESCRIBES THOSE MACHINES, TOOLS, EQUIPMENT, AND OTHER WORK AIDES AN EMPLOYEE IN THIS POSITION MUST
BE ABLE TO USE.

1. Computer.
2. Microsoft Office.
3. Electronic Medical Records.
4. Copy machine.
5. Policies, procedures, plans, programs,