INTRODUCTION:
Central Neighborhood Health Foundation is a Federally Qualified Healthcare Center (FQHC) committed to the Triple Aim as described by the Institute for Healthcare Improvement. Improving the US health care system requires simultaneous pursuit of three aims: 1) improving the experience of care, 2) improving the health of populations, and 3) reducing per capita costs of health care. Preconditions for this include the enrollment of an identified population, a commitment to universality for its members, and the existence of an organization (an "integrator") that accepts responsibility for all three aims for that population.
SUMMARY:
The Behavioral Health Care Coordinator (BHCC) works in collaboration and in a continuous partnership with chronically ill or high-risk mental health patients and their family/caregiver(s), clinic/hospital/specialty providers and staff, and community resources in a team-based approach.
ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following functions:
Promote timely access to mental health care.
Deliver outstanding and compassionate customer service to individuals seeking mental health services for themselves or a loved one.
Support mental healthcare providers in serving those who reach out to Clinica Romero for care.
Schedule appointments on behalf of the BH provider, including verifying insurance and demographic information. Listen to the needs of each individual to ensure they are matched with the provider best equipped to serve their unique mental health needs.
Schedule new patients as well as existing patients’ follow-up appointments.
Ensure all appointments are scheduled appropriately for both in-person and telehealth visits.
Maintains and works on the bump and wait lists
Review and address all new patient (internal and outside) referrals/authorization and schedule accordingly.
Review patient charts for BH screening tools scores and refer patients to mental health for assessment when necessary.
Conduct a full BH intake on all BH patients. Ensure information is in the patient’s chart to allow review by the BH provider.
Ensure all appointments are registered appropriately in the EMR system, including patient registration, patient and insurance information, and other information needed.
Troubleshoot patient issues
Act as the point of contact for all BH patients
Perform light case management in support of the BH provider and patient care.
Schedule transportation services for patients in need
Act as a translator (Spanish speaker) for the BH provider and patient communication
Organize translation services if a further language barrier persists.
Conduct reminder appointment calls (day before and morning of)
Performs various front office duties
Performs other duties as assigned
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must satisfactorily perform each essential duty. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High school diploma or higher
2+ years of customer service experience
3+ years of Administrative experience
Proficient in communication technologies (email, cell phone, etc.)
The ability to speak a relevant second language is desirable.
Highly organized with the ability to keep accurate notes and records
Care coordination and/or case management experience is desirable.
NECESSARY SKILLS:
Must have experience in the medical and mental health field with knowledge of insurance companies and benefits/eligibility for mental health and substance abuse services.
Bilingual (Spanish speaking) preferred
Demonstrate self-direction, professional decision-making, and the ability to multitask, possess high attention to detail, and take initiative.
Excellent care and customer service skills
Responsive and communicative with BH providers, staff, and management
Ability to answer high volume calls and emails in a prompt and professionally confident manner
Ability to answer high volume calls and emails in a prompt and professionally confident manner
Express empathy and kindness.
Knowledge of HIPAA regulations
Excellent communication skills with the ability to communicate clearly and concisely, both orally and in writing
WORK ENVIRONMENT
Described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances.
CONFIDENTIALITY
Maintains patient, employee, and Foundation confidentiality at all times, discussing patient or employee business only with appropriate parties who have a bona fide need to know; and communicating only the minimum amount of information necessary with respect to protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
