Mental Health Patient Access Referral Specialist

Heartland Health Services, After Hours Care•Peoria, IL

59d•$17 - $24•Hybrid

About The Position

The Mental Health Patient Access Referral Specialist answers incoming calls from patients and schedules appointments using the practice management system. Mental Health Patient Access Referral Specialist provides assistance to patients with referrals to other physicians or testing. Patient Access Referral Specialist will perform all necessary actions to assure quality customer service, in accordance with the Heartland Health Services' (HHS) mission, strategic goals, federal and state laws and regulations, performance and outcome objectives, and accreditation standards.

Requirements

High school diploma or equivalent required.
Strong critical thinking skills are preferred, in order to prioritize multiple tasks.
Courteous, efficient telephone manners; prompt routing of calls.
Ability to read and write to review, file, and maintain patient medical records and charts, and to operate standard office equipment at a level normally acquired through high school.
Ability to work varying schedules and have reliable transportation.
Ability to communicate with supervisor via cell phone regarding staffing changes.
Strong interpersonal skills to greet patients, visitors, and staff with a smile and obtain required information and respond to their questions.
Analytical ability to balance and organize work to perform multiple functions for the department.
Basic Microsoft Outlook, Word, and Excel knowledge preferred but not required.

Nice To Haves

Completion of an accredited medical assistance certification program preferred.
Bilingual in Spanish preferred but not required.

Responsibilities

Answers telephone in a prompt, polite, courteous manner and directs calls to the appropriate persons/departments per in-basket message and/or transfer of phone call.
Initiates or updates demographic to ensure accuracy and completeness of data; enters such data into the practice management system.
Manages electronic medical record in-basket and queues to perform essential job functions.
Schedules patient appointments accurately per department guidelines.
Consistently contact patients by phone to remind them of their appointments.
Works on bump list and no-show calls daily.
Conducts pre-registration and should also contact any new patients or patients with insurance changes/updates.
Maintains a thorough knowledge of the Practice Management System.
Helps coordinate workflows to provide excellent customer service.
Makes referrals for patients to other physicians or testing; obtains prior authorizations.
Refers patients to other resources as appropriate and coordinates with the resource to assure continuity of care.
The Referral Specialist will do the following to ensure a complete referral: Patient made aware of referral - with date and time How to get to the referral - directions Arrange transportation if needed Inform patient of any special preparations or instructions prior to appointment Fax any paperwork needed for referral Document referral in the Electronic Health Record (EHR) Document referral on the referral log sheet Document all correspondence with the patient in the (EHR)
Maintains a system to track referrals to ensure that the patient kept their appointment, and that the patient's result(s) of the referral are in the patient's chart.
Maintains and follows department policies, procedures, and reference materials.
Responds to supervisor's requests in a timely, respectful, and effective manner.
Supports clinic compliance with all applicable federal, state, local, and HHS rules, regulations, protocols, and procedures governing the clinical provision of medical services as well as those relating to, but not limited to, workplace safety, public health, and confidentiality.
Supports and is involved in HHS's continuous quality improvement efforts designed to improve patient outcomes.
Works in consultation with clinical teams, direct clinical support staff, and indirect clinical support staff to develop and implement policies and procedures that maximize patient-centered communication and services.
Maintains and assures confidentiality of patient information in accordance with HHS's policies.
Reports building/equipment problems through the appropriate channels.
Performs any clerical duty or department related task as assigned by supervisor in a continuously changing medical practice.
Attends all staff meetings, department meetings, and any other meetings as required.
Because you will be handling confidential information, work must be performed from a home office and should never be done in a public location (like a coffee shop or the library).