Job Summary:
Working in the corporate office, this individual is the first point of contact for prospective new patients at Active Path Mental Health. The successful individual will assist in bringing new patients in through phone and web inquiries, verifying insurance eligibility, and performing phone screens and scheduling evaluations with a provider with the intent of getting patients into treatment.
Essential Functions:
- Serving as the first point of contact and advocating for prospective patients, greeting them through the phone with empathy, respect, kindness, and patience.
- Screening potential patients utilizing the APMH criteria in a phone consultation.
- Collaborating with fellow intake members to track and achieve monthly team metrics.
- Operating with a sense of urgency to deliver a high standard level of customer service to prospective patients.
- Scheduling prospective patient consultations and evaluations promptly.
- Identifying all new patient paperwork and other items are complete when performing quality assurance work prior to an evaluation.
- Following up with potential patients for various medical history or paperwork needed prior to a provider evaluation or submission to insurance.
- Performing detailed insurance eligibility checks via insurance portals, including phone calls to insurance carriers.
- Responding to voicemails in a timely manner, or ensuring that the messages get to the appropriate person quickly.
- Utilizing the CRM to follow up with patients who have completed consults, and move them to the next stage of the funnel.
- Answering questions regarding APMH service offerings.
- Obtaining and coordinating referrals from referring providers.
- Coordinating collaborative care calls with referring providers and peer review calls with insurance payers.
- Coordinating with other departments on outstanding items.
- Other administrative responsibilities such as data entry, collecting payment information, requesting records, and scheduling appointments using APMH’s EHR and CRM systems.
- Other duties, as assigned.
- Working cooperatively with colleagues across roles and departments to support patients, providers, and the broader organizational mission.
- Taking ownership of work quality, punctuality, and adherence to organizational policies and procedures.
- Treating patients, colleagues, and community members with kindness, respect, and inclusion.
- Striving to exceed expectations through attention to detail, reliability, and consistency.
- Reflecting the organization’s mission and values in all actions and decisions.
Required Skills and Abilities:
- Experience in scheduling appointments, working with multi-line phone systems, and data entry in EHR and CRM systems, preferred.
- Understanding of insurance processes and terminology.
- The ability to prioritize teamwork above self.
- The ability to adapt and remain resilient with rapidly changing priorities.
- The ability to work in a dynamic, high-demand, fast-paced environment.
- The ability to work successfully in collaborative and independent environments.
- A focus on excellence in customer service being executed at high levels.
- Excellent written and verbal communication skills.
- An ability to maintain professionalism with internal and external stakeholders.
- The ability to maintain patient and clinic confidentiality, in accordance with HIPAA regulations.
Education and Experience:
- One year of experience working in an administrative role within the medical field, with a strong focus on coordinating patient services, preferred.
- One year of experience working in admissions in behavioral and/or mental health, preferred.
Physical Requirements:
- Regularly remaining in a stationary position, often standing or sitting for long periods of time.
- Regular repetitive motions which may include wrists, hands, and/or fingers.
Overall Compensation:
- Base Salary - Commensurate with experience
- Medical, Dental, Vision, and Life Insurance - 100% Employee Paid
- Generous Paid Time Off (PTO)
- 401(k) Retirement Plan
- Employee Assistance Program (EAP)
- Employee Discounts and Perks
- Company sponsored events
