Client Access and Records Team (CART)

Centennial Mental Health Center•Fort Morgan, CO

11d•Hybrid

About The Position

This position provides proactive support to clients accessing our system virtually. The role supports the timely provision of comprehensive behavioral health services by actively managing incoming electronic or third-party referrals for service. It fosters a culture of client and family-centered care, service, quality, and safety excellence; while improving client experience, employee experience, and community relations. This role facilitates access to care as the primary entry point for clients, family members, and potential clients to access and receive Centennial services. The role serves as the “face” of Centennial, representing a welcoming and efficient entry point to services.

Requirements

Ability to prioritize work and manage time effectively and independently
Intermediate use of Microsoft Word, Excel and Outlook
Ability to communicate professionally in person and on the phone
Understanding of electronic systems, prior EHR experience preferable
Ability to adjust to new situations encountered on a daily basis
Ability to maintain constructive working relationships with employees of all levels
Ability to manage various tasks and duties simultaneously
Understanding of medical records, prior Medical records experience preferable
High school diploma or GED
2+ years of previous experience working in a clinical setting preferred
Demonstrates positive interactions with others
Displays enthusiasm toward work and the mission of the organization
Demonstrates professional image, maturity, and positive attitude
Genuine interest in Centennials mission and a willingness to work with vulnerable populations utilizing compassion and empathy in decision making and customer service

Nice To Haves

prior EHR experience preferable
prior Medical records experience preferable
2+ years of previous experience working in a clinical setting

Responsibilities

Arrives at work or at assigned locations punctually and attends work with minimal absences.
Advises Managers remotely, and in person as necessary.
Accurately records time worked for purposes of compensation.
Works effectively both independently and as a member of a team.
Able to communicate effectively and professionally both verbally and in writing with a wide variety of individuals including both internal and external customers.
Assists Clients Calling or Visiting the Clinic Virtually: Greets all clients virtually or on the phone in a pleasant and professional manner. Monitors transfer queues, records client arrival time, and assists clients with basic questions. Completes client check-in and transfer queue protocol for any service line: medical, substance use disorder, or mental health. Directs clients to Billing Department for further assistance regarding their financial account. Schedules client follow up appointments following scheduling protocols. Supports team-based model of care including education to clients on: care team structure, rights and responsibilities, missed appointment/late arrival policies etc. Ensures that urgent client needs are handled within a specific timeframe.
Responsible for Collection of Payment and Reconciling Credit Card Collections: Collects payments following cashier protocols for credit card collections ensuring collection of insurance co-payments, sliding fee, and private payments. Reconciles daily collections. Maintains fee schedule for easy reference and use.
Process Incoming referrals for service: Properly handles incoming referrals including report maintenance and documentation, follow-up communication with referral source and client. Scans referral into the client's chart. Assists clients in completing application for sliding fee program. Clears, sorts, distributes all incoming faxes accurately. Timely responses to email and EHR tasks. Verifies insurance coverage, and co-pays. Schedules Intake Appointments in accordance with protocol and knowledge of clinician licensures, interests, and/or specialties.
Provides Administrative Support to the facility: Responds to requests from all clinics and departments within Centennial as well as partnering organizations. Responsible for processing medical records request and forwarding to the office location for payment and distribution. Provides front desk coverage as needed throughout the respective region. Ability to float as coverage to other clinics, and must be cross-trained for medical, substance use disorder, and mental health check-in. Specimen collection for Substance Use Monitoring Services in accordance with organizational policies and procedures including all training requirements related to monitoring youth specimen collection practices. Participates in monthly clinic meetings.
Records requests: Follows the Quick reference RFR/ROI processes. After verifying the Official Centennial RFR/ROI Form for accuracy and completeness. Scans the form (within 1 business day) along with the original 3rd party form (if applicable) into the client’s EHR chart. If records requiring clinical review are noted on the RFR, the review is required and needs to be sent to the provider prior to release of the records. Once records are approved, they are sent out to the client or the 3rd party that requested them.