Intake Coordinator

North American Mental Health Services; Redding (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

North American Mental Health Services in Redding, California is seeking an Access Scheduler to facilitate a seamless experience for patients from their initial contact. This role involves scheduling appointments, verifying insurance, and ensuring documentation compliance.

Ideal candidates will have medical office experience, familiarity with insurance policies, and strong communication skills. Exceptional customer service is essential to address patient inquiries and concerns promptly.

Qualifications

• Strong understanding of medical terminology, insurance policies, and healthcare regulations.
• Able to react effectively and calmly in emergencies.
• Able to maintain patient/customer confidentiality.

Responsibilities

• Receive and review patient referrals from healthcare providers.
• Coordinate and schedule appointments for referred patients with mental healthcare providers.
• Verify insurance coverage and obtain authorization for referrals.

Skills

Communication skills

Detail oriented

Bilingual in Spanish/English

Education

High school diploma or GED

Medical office and scheduling experience

Tools

EHR

Office 360

Microsoft Office

Job description

As an Access Scheduler, you will play a pivotal role in ensuring a seamless and positive experience for patients from their initial contact through the entire care process. This multifaceted position combines elements of new patient registration, insurance verification, intake coordination, and scheduling. The primary objective is to streamline the administrative processes, enhance patient satisfaction, and optimize the overall efficiency of healthcare services.

Duties And Responsibilities

• Receive and review patient referrals from healthcare providers, ensuring completeness and accuracy of information.
• Coordinate and schedule appointments for referred patients with mental healthcare providers as needed.
• Communicate referral details to patients, including appointment information, pre-visit instructions, and any necessary documentation.
• Coordinate payment plans when applicable and/or self-pay expectations for new clients.
• Properly set up all new patients with the virtual VSEE app to allow for virtual appointments.
• Manage INITIAL appointment scheduling and rescheduling to optimize clinic/provider efficiency.

Communication And Collaboration

• Collaborate with mental healthcare providers, both internal and external, to obtain necessary documentation and information for the referral process.
• Maintain open lines of communication with patients, providers, and insurance companies to address any inquiries or concerns related to referrals.
• Communicate effectively with patients regarding their appointments, insurance‑related matters, and any other relevant information.
• Address patient queries and concerns promptly, providing exceptional customer service.
• Respond to all patient communication within 24 hours of business hours for all online requests.
• Receive and respond to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representatives as needed.
• Provide follow‑up communication with the referring source.

Documentation And Record‑Keeping

• Accurately document and maintain electronic and paper records of all referrals, including patient information, appointment details, and communication history.
• Ensure compliance with healthcare regulations and organizational policies in the documentation process.

Insurance Verification

• Verify insurance coverage and obtain authorization for referrals when required, ensuring that all necessary information is provided to insurance companies in a timely manner.
• Coordinate payment plans when applicable and/or self‑pay expectations for new clients.

Data Reporting And Analysis

• Generate reports on referral activities, tracking key metrics and trends to identify areas for improvement in the referral process.
• Collaborate with management to implement improvements based on data analysis.

Quality Assurance

• Conduct regular audits of referral processes to ensure accuracy, compliance, and efficiency.
• Work closely with healthcare providers to address and resolve any issues related to the referral process.

Customer Service

• Provide excellent customer service to patients and healthcare providers, addressing inquiries and concerns in a professional and timely manner. Respond to all patient communication within 24 hours of business hours for all online requests.
• Act as the point of contact for patients seeking information about initial services, procedures, and general inquiries.

Qualifications

• Medical office and scheduling experience.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Strong understanding of medical terminology, insurance policies, and healthcare regulations.
• Computer skills required: EHR, Office 360, and Microsoft Office.
• Able to react effectively and calmly in emergencies.
• Cooperatively interacts with the health care team to support and contribute to the shared group goals.
• Able to maintain patient/customer confidentiality.
• Bilingual in Spanish/English preferred.
• Other skills required:
  • Communication skills
  • Detail oriented