Behavioral Health Scheduler & Survey Liaison

Nemours in; Orlando (FL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive base pay

Annual incentive

Comprehensive benefits

403B with employer match

Public Service Loan Forgiveness

No state income tax in Florida

Job summary

Nemours Children's Health in Orlando, FL seeks a Behavioral Health Scheduler & Survey Liaison to coordinate behavioral health appointments, manage referrals, and collect patient demographics.

This role also serves as the primary liaison for the USNWR Survey, tracking data and coordinating survey activities to improve departmental metrics and outcomes. A Associates degree and healthcare administrative experience are preferred.

Qualifications

• Associates degree or relevant healthcare experience may substitute
• At least 1 year of experience in an administrative healthcare role
• American Heart Association BLS Certification
• Strong written and verbal communication skills; proficient in Microsoft Word and Excel
• Knowledge of CPT, ICD-9 codes, and medical terminology
• Scheduling experience is preferred but not required

Responsibilities

• Schedule behavioral health appointments accurately and promptly
• Collect patient demographics and insurance details
• Manage referrals via phone, email, walk-ins, or mail
• Maintain referral log and adhere to response time guidelines
• Provide scheduling-related information to families; respond to voicemails during business hours
• Coordinate with authorization team to secure pre-certifications
• Liaise with patients, parents and providers on pre-certification issues
• Ensure care coordination with follow-up plans post-discharge
• Offer follow-up appointments with licensed providers at discharge or after emergency treatment
• Provide discharge summaries and medication lists to families and providers
• Conduct post-discharge follow-up calls to ensure adherence to recommendations
• Communicate safety concerns to primary care providers as needed
• Serve as primary liaison for USNWR Survey data tracking and annual submissions
• Perform additional duties as assigned by supervisors

Skills

Scheduling experience

Microsoft Word

Excel

Communication skills

Medical terminology

CPT/ ICD-9 knowledge

Education

Associates degree

Job description

Behavioral Health Scheduler & Survey Liaison (Finance)

Nemours Children's Health is recruiting a Behavioral Health Scheduler & Survey Liaison for our Orlando, Florida location. The role primarily involves accurate scheduling of behavioral health appointments and acting as a liaison among referring doctors, hospitals, insurance companies, patients, and parents. Additionally, the position includes managing data for the US News & World Report (USNWR) Survey to optimize departmental performance metrics.

Duties and Responsibilities

• Collecting accurate patient demographics and insurance details.
• Handling incoming calls promptly and scheduling appointments for the Behavioral Health Department.
• Receiving patient referrals through various channels such as phone, electronic transmission, walk-ins, or mail.
• Maintaining a referral log and adhering to response time guidelines.
• Communicating appointment preparation information directly to families during scheduling.
• Returning voicemail messages promptly during operating hours.
• Coordinating with the authorization team to ensure pre-certifications are secured before patient appointments.
• Liaising with patients, parents, and providers regarding pre-certification issues or additional information requirements.
• Ensuring coordination of care with follow-up plans post-discharge for behavioral health concerns.
• Scheduling or offering follow-up appointments with licensed behavioral health providers either within Nemours or the community at discharge or after emergency treatment.
• Providing discharge summaries and psychiatric medication lists to families, behavioral health providers, and primary care providers at hospital discharge.
• Making post-discharge follow-up calls to confirm adherence to discharge recommendations and continuity of behavioral health care.
• Communicating with primary care providers if a patient poses a potential danger to themselves at discharge.
• Serving as the primary liaison for the Behavioral Health USNWR Survey, including data tracking, participation in survey meetings, completing the survey annually, and striving to improve targeted metrics.
• Performing additional duties as assigned by supervisors.

Requirements

• An associate degree, although relevant healthcare experience may substitute managerial discretion.
• At least one year of experience in an administrative healthcare role.
• American Heart Association BLS Certification.
• Proficiency in written and verbal communication, Microsoft Word, and Excel.
• Knowledge of CPT, ICD-9 codes, and medical terminology.
• Scheduling experience is preferred but not mandatory.

What We Offer

• Competitive base compensation in the top quartile of the market
• Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
• Comprehensive benefits: health, life, dental, vision
• 403B with employer match.
• Not-for-profit status; eligibility for Public Service Loan Forgiveness
• For those living and working in Florida, enjoy the benefit of no state income tax. Those based in Delaware benefit from the state's moderate tax structure.

About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children's hospitals - Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida - along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.

Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.

Learn more at Nemours.org .