BH Patient Access Coordinator

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Time Type:

Full time

Department:

South End Washington Behavioral Health

All Locations:

10 Gove Street – Taylor Building, 20 Maverick Square – Cradock Building

Position Summary:

The Patient Access Coordinator is responsible for supporting the daily operations of the Behavioral Health Urgent Care Services department by ensuring smooth patient registration, insurance verification, and appointment scheduling. In addition to patient and provider support, maintains clear and effective communication, manages patient documents, and assists with clinical forms and documentation as needed. Collaborates with internal and external teams, handling inquiries and facilitating access to care. Monday through Friday, 9:00 AM to 6:00 PM, with some flexibility required.

RESPONSABILITIES:

• Registration, Insurance & Demographic Verification:
• Completes insurance verification processes for both scheduled and walk-in patients.
• Ensure the accuracy and completeness of patient demographic information before appointments.
• Register patients new to the health center.
• Provide assistance with insurance-related queries and refer patients to the appropriate departments if necessary.
• Scheduling & Appointment Management:
• Schedule, reschedule, and cancel appointments as per provider or patient requests.
• Conducts calls to confirm appointments.
• Handle incoming patient calls and messages regarding appointment inquiries and scheduling changes.
• Track and manage patient follow-ups and cancellations as needed.
• Provider and Patient Support:
• Effectively screens incoming calls for the department.
• Monitor department/providers schedules and in-basket pools to ensure timely responses.
• Assist with provider inquiries regarding patient scheduling, account status, or referral progress.
• Serve as the first point of contact for patient inquiries and appointment changes.
• Documentation & Communication:
• Sort, fax, and scan patient documents and ensure they are accurately added to patient records.
• Assist with the completion of clinical forms, letters, and other documentation as directed by providers.
• Maintain clear and empathetic communication with patients and staff through written and verbal interactions.
• Collaboration & Teamwork:
• Interact with/manage inquiries from NH and outside providers to facilitate access to care.
• Work collaboratively with co-workers, share knowledge and expertise, and lend assistance to ensure department goals are met.
• Demonstrate professionalism, courtesy, and positivity in all interactions with patients and colleagues.
• Provide backup support and assume the responsibilities of the Patient Access Coordinator for the Behavioral Health department as needed.
• Other Duties:
• Responsible for maintaining, troubleshooting, and obtaining services for equipment and/or facility.
• Keeps track of and orders office supplies.
• Perform any other duties/workflows as authorized by management or as needed for the smooth operation of the department.
• Engage in continuous learning and professional development to improve job performance and patient care.
• Participates in required departmental activities and meetings.
• Maintain excellent punctuality and attendance.
• Adheres to all NeighborHealth and departmental policies and procedures.
  
  

Competencies/Skill Requirements

• High school diploma or equivalent required; associate's degree in healthcare administration or related field preferred.
• Previous experience in a healthcare setting, preferably in a behavioral health or patient access role.
• Strong organizational and multitasking abilities with the capacity to manage complex scheduling and referral workflows.
• Proficient in Microsoft Office Suite and electronic health record (EHR) systems.
• Excellent communication and customer service skills, with the ability to interact with patients, providers, and staff in a respectful and compassionate manner.
• Detail-oriented, with strong problem-solving skills and the ability to prioritize tasks effectively.
• Ability to work independently and as part of a team in a fast-paced environment.
  
  

EDUCATION:

• High school diploma or equivalent required; associate's degree in healthcare administration or related field preferred.
  
  

EXPERIENCE:

• Previous experience in a healthcare setting, preferably in a behavioral health or patient access role.
  
  

SKILLS/ABILITIES:

• Strong organizational and multitasking abilities with the capacity to manage complex scheduling and referral workflows.
• Proficient in Microsoft Office Suite and electronic health record (EHR) systems.
• Excellent communication and customer service skills, with the ability to interact with patients, providers, and staff in a respectful and compassionate manner.
• Detail-oriented, with strong problem-solving skills and the ability to prioritize tasks effectively.
• Ability to work independently and as part of a team in a fast-paced environment.