Behavioral Health Scheduler & Survey Liaison

Nemours-Children; Orlando (FL); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental insurance

Vision insurance

403B with employer match

Public Service Loan Forgiveness

No Florida state income tax

Job summary

Nemours Children’s Health in Orlando, Florida is hiring a Behavioral Health Scheduler & Survey Liaison to accurately schedule behavioral health appointments and act as a liaison among referring doctors, hospitals, insurance companies, patients, and parents. The role also manages data for the US News & World Report (USNWR) Survey to optimize department metrics.

The successful candidate will have an associate degree, at least one year of administrative healthcare experience, AHA BLS, and

Qualifications

• Associate degree required; relevant healthcare experience may substitute.
• At least one year of experience in an administrative healthcare role.
• AHA BLS Certification.
• Proficiency in written and verbal communication, Microsoft Word, and Excel.
• Knowledge of CPT, ICD-9 codes, and medical terminology.
• Scheduling experience preferred.

Responsibilities

• Collect patient demographics and insurance details.
• Handle incoming calls and schedule Behavioral Health appointments.
• Receive referrals via phone, electronic transmission, walk-ins, or mail.
• Maintain a referral log and adhere to response time guidelines.
• Communicate appointment prep information to families during scheduling.
• Return voicemail messages promptly during operating hours.
• Coordinate with authorization team for pre-certifications.
• Liaise with patients, parents and providers regarding pre-certification needs.
• Coordinate follow-up plans post-discharge for behavioral health.
• Schedule follow-ups with licensed providers at discharge or post-emergency.
• Provide discharge summaries and med lists to families and providers at discharge.
• Make post-discharge follow-up calls to ensure adherence to discharge plans.
• Flag potential safety concerns with primary care if needed.
• Serve as primary liaison for USNWR survey data tracking and reporting.

Skills

Communication

Microsoft Word

Microsoft Excel

Scheduling

Medical terminology

Education

Associate degree

Tools

CPT/ICD-9 codes

Job description

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

The Behavioral Health Scheduler & Survey Liaison is responsible for:

• 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

Applicants must have:

• 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.

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