Behavioral Health Call Center Specialist (Remote)

Fast Pace Health; Franklin (TN); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Behavioral Health Call Center Specialist to enhance patient interactions in a remote setting. This role is crucial in managing calls, scheduling appointments, and ensuring excellent customer service. The ideal candidate will thrive in a dynamic environment, demonstrating strong communication skills and a commitment to quality care. Join a dedicated team focused on transforming healthcare delivery in rural communities, where your contributions will directly impact patient experiences and community health. If you are passionate about making a difference in behavioral health, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in call center or healthcare setting.
• Strong customer service skills and ability to multi-task.

Responsibilities

• Manage calls and provide quality customer service to patients.
• Schedule appointments and verify insurance information.
• Document patient encounters accurately in the EHR.

Skills

Customer Service

Verbal Communication

Multi-tasking

Problem-solving

Critical Thinking

Education

High School Diploma

GED

Tools

EHR System

Electronic Appointment Scheduling

Job description

Posting Title

Behavioral Health Call Center Specialist (Remote)

Overview

Fast Pace Health strives to provide a best in class patient experience in every interaction. We are seeking a highly-skilled, experienced Behavioral Health Call Center Specialist to join our growing team. Our ideal candidate will be deeply committed to nurturing our Fast Pace mission of teamwork, communication, empowerment and quality care in a friendly and encouraging environment.

Fast Pace Health aims to push for a new vision of healthcare in rural communities that will consist of an array of different services. We are changing the delivery of healthcare in these rural areas by integrating excellent patient care, education, accessibility, and community service, in a way that puts the patient’s needs first and improves the health status of our communities.

Why Choose Fast Pace Health?

The Behavioral Health Call Specialist reports to the Director of Behavioral Health and is a member of the Behavioral Health team. The Behavioral Health Call Specialist position involves consistent, quality customer service to both internal staff members and external patients. The call specialist will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. He or she will listen to the patients’ requests and take appropriate action to respond to it, including, but not limited to the scheduling of intake and follow-up appointments, assisting with online check-in, assisting patients with the use of technology to see providers, documenting patient encounters, compiling referral information and numbers for reporting, communicating with providers about patient or medication concerns, communicating with the pharmacy to verify prescriptions or to call in refills, making reminder calls, and providing information to clinics that are referring to behavioral health services. In managing these requests, the Behavioral Health Call Specialist will exemplify the highest level of customer service with a focus on efficiency and quality. The Behavioral Health Call Specialist will consistently demonstrate proficient data entry skills and knowledge of insurance billing while maintaining confidentiality. It is essential that they demonstrate efforts to maintain and improve job-specific competencies and perform other duties as assigned.

Responsibilities

Essential Functions:

• Promote the five principles of Fast Pace: Communication, Teamwork, Empowerment, Quality of Care, and Friendliness
• Answer and coordinate phone calls
• Triage
• Appropriately record telephone encounters via EHR system
• Obtain medical release as needed for patient requested forms
• Schedule and confirm appointments for patients
• Verify insurances
• Collect co-pays or fees for service
• Complete prior authorization and override forms for medication approval if nurse is unavailable or assistance is needed
• Complete knowledge of EHR including updating pharmacy information for patients
• Fax information from EHR
• Obtain and scan required documents into EHR
• Complete knowledge of registering patients
• Update patient information
• Respond appropriately to agitated or disgruntled patients
• Review schedules daily to ensure accuracy and fill appointment opportunities
• Learn the aspects of compliance in the company by completing all mandatory compliance training.
• Maintain friendly, cordial relations with all employees, patients, pharmacies, referral sources, and members of the professional community.
• Maintain a positive work atmosphere by acting and communicating in a manner that results in a positive work relationship with patients, co-workers, and managers.
• Perform the physical, use of senses, cognitive, and environmental functions of the position, as specified on the physical demands.
• Comply with Company standards of operations.
• Promote and maintain a respectful culture of employee, employer, and business confidentiality.

Experience Requirements and Preferences:

Education: High School Diploma or GED

Experience:

• Healthcare experience in Medical or Behavioral Health
• At least 2 years of experience in call center, front desk, or as clinic coordinator in an outpatient setting
• Experience in behavioral health setting preferred
• Electronic appointment scheduling experience preferred
• Strong customer service experience
• Excellent verbal communication skills
• Proven ability to multi-task
• Problem-solving and critical thinking skills a plus

Current License or Certification: CNA licensed preferred

Education Requirements:

High School Diploma or Its Equivalent

License Requirements:

No License Required

Compliance

Fast Pace Health is committed to the principle of equal employment and creating an inclusive environment for the benefit of our employees, our patients, and our communities. We are an equal opportunity employer and welcome job applications from qualified individuals without regard to race, creed, color, ancestry, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, marital status, parental status, genetic information or any other legally protected characteristics or conduct. Please refer to the links below for information regarding your rights under certain federal laws: Federal Laws Compliance Posters

Applicants are limited to individuals from states, excluding the following: California, Colorado, Hawaii, Illinois, New Jersey, New York, Rhode Island, Washington, and the District of Columbia.

Brand Name

Fast Pace Health