Intake Coordinator - Behavioral Health Call Center

INAKE COORDINATOR Overview Summary:  The Intake Coordinator is responsible for facilitating a compassionate and seamless admission process for all new patients. They gather patient information, provide program information, conduct intake questionnaires, schedule appointments, verify insurance benefits, provide financial counseling, make payment arrangements and collect payments.     Duties and Responsibilities:  Respond to patients via phones, text and webchat promptly utilizing the skills/techniques approved by Blended Health administration.   Maintain KPI metrics in accordance with Blended Health policies and procedures.   Schedule appointments as requested for all new patients within the electronic medical record system.   Ensure all communications are documented professionally in accordance with Blended Health policies and procedures.  Ensure initial forms are completed as appropriate for all new patients.   Complete verification of benefits for all new group therapy patients.  Provide financial counseling to new patients regarding their benefits and estimated cost.  Create payment plans as appropriate for new patients in accordance with Blended Health policy.  Collect payments from new patients when appropriate.  Education, Experience and Training:  High School Diploma or equivalent.   Work effectively and efficiently in an independent role with minimal supervision.   Ability to maintain a consistent demeanor of compassion and professionalism even in stressful situations.  Ability to write clearly and informatively; edits work for spelling and grammar.   Ability to accept and implement feedback and coaching from supervisor.  Consistently adhere to all Blended Health policies and procedures.  Conflict Resolution Skills: Possess strong conflict resolution skills to address any concerns or conflicts that may arise during the intake process, ensuring the best possible experience for patients.  Continuous Improvement and Training: Encourage a commitment to ongoing learning and professional development to stay updated on industry best practices, changes in insurance policies, and advancements in intake processes.  Technology Proficiency: Basic knowledge of Microsoft Office; including Word, Excel, SharePoint, and Outlook. Exhibit the ability to quickly learn new software and proficiency with relevant technology platforms and software systems used in the intake process, such as electronic medical record (EMR) systems, scheduling software, and billing software.  Customer Service Excellence: Demonstrate a commitment to delivering exceptional customer service and patient care throughout the intake process. Highlight the ability to empathetically engage with patients, address their needs and concerns, and provide personalized support and guidance to ensure a positive experience from initial contact through admission and beyond.  Continuous Improvement Mindset: Display a proactive approach to continuous improvement and innovation in optimizing the intake process and enhancing organizational effectiveness. Highlight the ability to identify opportunities for process enhancements, implement best practices, and drive positive change to improve efficiency, quality, and patient satisfaction.            • Remote position, DFW required.   Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities as necessary. Critical features of this job are described under various headings above. They may be subject to change at any time due to a reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties and skills required of employees in this position.