Job Purpose: To facilitate the flow of internal referrals to Behavioral Health Services by acting as a liaison between the providers and patients while providing high quality customer care.

Essential Duties and Responsibilities

Maintains confidentiality in regard to HIPAA laws
Assist patients with prompt, efficient, and professional service when coordinating appointments for the Specialty Service line
Responsible for obtaining, verifying, and inputting all information accurately in the system
Answer telephones and electronic communications promptly for general questions and scheduling
Take and check messages and relay messages to the appropriate staff members
Scheduling/Rescheduling patients for appointments; going over provider waitlist to backfill appointments
Set up new patients and update patients' accounts by compiling accurate information and required paperwork
Explain Specialty Services, policies, and fees
Verify patient insurance benefits for Specialty Services and medications
Communicate with Primary Care Providers and Specialty Providers
Manage Referral 'bucket' for all Specialty Service lines to include:

Daily/weekly telephone calls, emails, letters, telephone encounters, and actions
Compile and review data from EMR to initiate appropriate referrals
Navigate hospital database for patient records and generate appropriate referrals

Communicate benefit information and financial obligation to patients
Utilizing waitlist resources to ensure full provider schedules, running reports for population health initiatives, writing and updating workflows, and running provider dashboard reports

Additional Duties and Responsibilities

Accomplishes all tasks as assigned or become necessary

Qualifications
Experience, Education and Licensure:

Associate degree in Healthcare Administration or related field
CNA, preferred
Spanish speaking preferred
0-2 years related experience

Knowledge, Skills, and Abilities

Medical, Administrative, and/or Customer Service experience
Strong written and verbal communication
Patient confidentiality, HIPAA
Team player
Strong computer skills
Detail-oriented
Strong time management and workload prioritization
Knowledge of common medical terminology

Expectation of Employee

Adheres to Avance Care's Policy and Procedures
Acts as a role model within the clinic
Work as a team player
Maintains a positive, respectful attitude, high team spirit and morale
Communicates between providers, team members, and patients
Uses tact in all personal interactions
Remains congenial and enthusiastic to please patients
Consistently reports to work on time for scheduled shift, prepared to perform duties of position