Patient Access Rep I - Full Time, Days, Morristown, NJ

Atlantic Health System•Morristown, NJ

About The Position

Serves as the first point of contact for patients, families, referring providers, and internal staff seeking behavioral health services. This role is responsible for providing excellent customer service, gathering clinical and demographic information, conducting preliminary screenings, scheduling appointments, and providing referrals or information as appropriate. The representative ensures callers are connected with the right level of care quickly, safely, and compassionately. Answer inbound calls in a timely, professional, and compassionate manner. Gather demographic, insurance, and preliminary clinical information to assess needs. Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services). Document all call details accurately in the electronic health record (EHR) and/or call management system. De-escalate distressed callers when possible and involve clinical staff when necessary Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately Schedule appointments for behavioral health services according to established workflows Provide callers with information about program services, locations, and hours of operation. Assist with electronic referrals and manage referral work queues Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms Follow up on voicemails and return missed calls within established timeframes. Participate in training sessions, and quality improvement initiatives. Maintain confidentiality and comply with all HIPAA and organizational privacy standards.

Requirements

Bachelor’s degree in Psychology, Social Work, Human Services, or a related field required.
Experience working with patients experiencing mental health or substance use issues preferred.
Strong communication and interpersonal skills.
Ability to multitask and work in a fast-paced environment.
Basic computer proficiency (Microsoft Office, Electronic Health Records, scheduling platforms).
Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision
Demonstrate empathy, active listening, and professionalism in all interactions
Ability to problem solve
Good working knowledge of Microsoft Office Suite including Word and Excel, and Microsoft Teams.
Teamwork and collaboration
Upholds professional ethical standards, maintains appropriate boundaries and therapeutic relationships.

Nice To Haves

Familiarity with behavioral health terminology and levels of care is a plus.
Bilingual a plus

Responsibilities

Answer inbound calls in a timely, professional, and compassionate manner.
Gather demographic, insurance, and preliminary clinical information to assess needs.
Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
Document all call details accurately in the electronic health record (EHR) and/or call management system.
De-escalate distressed callers when possible and involve clinical staff when necessary
Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
Schedule appointments for behavioral health services according to established workflows
Provide callers with information about program services, locations, and hours of operation.
Assist with electronic referrals and manage referral work queues
Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
Follow up on voicemails and return missed calls within established timeframes.
Participate in training sessions, and quality improvement initiatives.
Maintain confidentiality and comply with all HIPAA and organizational privacy standards.