Behavioral Health Receptionist & Authorization Specialist

Gerald L. Ignace Indian Health Center, Inc.; Milwaukee (WI); On-site; USD 33,000 - 42,000; Full time

Job summary

Gerald L. Ignace Indian Health Center, Inc. seeks a Behavioral Health Receptionist to serve as the first contact for patients and providers, handling calls, scheduling, and front-desk duties with professionalism.

You will verify insurance, perform data entry in EPIC or similar EHR, maintain confidentiality, and collaborate with the care team to support timely appointments and accurate records. Strong customer service, multitasking, and bilingual abilities (Spanish/English) are preferred to serve

Qualifications

• High school diploma or GED is required.
• 1-2 years of customer service/front desk experience preferred.
• Experience with EPIC or similar EHR is a plus.
• Ability to obtain, track and follow up on authorizations; strong confidentiality.

Responsibilities

• Assist Front Office with daily pre-registration of patients and notify them about insurance issues.
• Answer all incoming calls for the Behavioral Health Department.
• Schedule, confirm, reschedule, and cancel appointments and conduct callbacks.
• Collaborate with triage and Patient Flow to manage provider schedules.
• Enter insurance information and process co-pays/balances.
• Screen new members for eligibility and HIPAA compliance.
• Prepare intake information following HIPAA guidelines.
• Maintain filing systems and operate office equipment.
• Attend departmental meetings and support team-based care.

Skills

Bilingual Spanish

Customer service

Data entry

Office software

Multitasking

HIPAA privacy

Prior authorization

EPIC/EHR experience

Microsoft Outlook

Education

High school diploma or GED

Tools

EPIC

Outlook

Word

PowerPoint

Job description

Behavioral Health Receptionists are the first line of communication between a participant and provider, whether it's on the phone or in person. They may answer questions or provide general information or may direct a participant to a person who can provide more direct and specific information. Behavioral Health Receptionists are responsible for keeping, updating, and maintaining records by getting the appropriate information from the program participants and providers. Being skilled in computer software, such as outlook, word processing, and other programs relevant to the agency, is necessary to perform the required tasks. Receptionists may also be trained in insurance companies to complete the insurance eligibility tasks. Behavioral Health Receptionists must have excellent communication and customer service and people skills, as well as be able to multitask and stay organized. It is important to be keenly aware of all services provided within the clinic and throughout the Agency.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist the Front Office staff with the daily pre-registration of patients scheduled for appointments. Proactively calls patients to inform them about any situation related to their medical insurances
• Answer all incoming calls for the Department of Behavioral Health
• Schedules and confirms appointments, reschedules, cancels, conducts patient call backs, and checks voice mail throughout the day
• Collaborates with the triage team and Patient Flow Coordinator to efficiently manage daily provider schedules and assists with accommodating walk-in patients or same-day appointments
• Performs data entry of insurance information and processes patient co-payments/balances
• Screens new members for assignation to our health center and other eligibility purposes
• Prepares intake information and initial registration following HIPAA guidelines.
• Adheres to Finance policies when registering patients for appointments and labs
• Complies with IHC's HIPAA and Privacy Rules
• Insurance verifications/eligibilities
• Performs prior authorizations with required insurance companies, including submitting required information, tracking authorization status, and following up as necessary.
• Uses efficient and clear communication at all times
• Greets all patients arriving to our clinic in a friendly and professional manner. This also includes staff, vendors, providers, and community members
• When requested, collects and deposits money at the end of every shift in accordance with the policy and procedures
• Maintains and organizes filing systems and is knowledgeable in the operation of office equipment and software programs
• Asks for assistance if needed when directing incoming patients and visitors to the appropriate department or provider
• Attends and participates in all departmental meetings
• Maintains a current source of Front Office paperwork and forms. Keeps a clean, clutter free work area at all times
• Participates as a proactive representative of the Patient Centered Health Home
• Performs duties utilizing the Team-Based Approach
• Incumbent will be trained on the different Front Office areas: reception, eligibility, and phone operations.
• Performs other duties as assigned

QUALIFICATIONS/EDUCATION and/or SKILLS/KNOWLEDGE:

• Bilingual is preferred (Spanish/English)
• Previous knowledge of office practices and procedures in the behavioral health field preferred
• Requires a high school diploma or GED
• Experience in EPIC software, and/or similar EHR system
• Prefer prior experience working in a similar position or customer service-related position with at least 1-2 years working experience
• Prior authorization experience with commercial insurance, Medicaid, Medicare, or other third-party payers required; ability to obtain, track, and follow up on authorizations and communicate requirements with patients, providers, and insurance companies. Excellent customer service skills and phone skills required
• Ability to follow written and oral instructions
• Flexibility, initiative, reliability, and creativity
• Familiarity with medical computer software and data entry (EPIC experience preferable)
• Experience using Microsoft Office software packages (Word, Outlook and PowerPoint)
• Knowledge of & ability to work with the American Indian community & other minority populations
• Ability to maintain strict confidentiality/HIPAA Privacy Practices
• Ability to function independently and as a team member within diverse environments as well as with a diverse staff composition
• Demonstrated ability to perform multiple administrative functions simultaneously in an accurate, organized, & efficient manner.
• Ability to multitask & thrive in a fast-paced, constantly changing environment
• Ability to carry out all responsibilities in an honest, ethical & professional manner and demonstrate good judgment