Behavioral Health Scheduler & Survey Liaison

Nemours; Orlando (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive base pay

Incentive compensation

Comprehensive benefits

403(b) with match

Public Service Loan Forgiveness

No state income tax (FL)

Job summary

Nemours Children's Health in Orlando, Florida seeks a Behavioral Health Scheduler & Survey Liaison to accurately schedule behavioral health appointments and act as the primary liaison among referring doctors, hospitals, insurers, patients, and families.

The role also manages USNWR survey data and reports to optimize departmental performance, while coordinating with the authorization team to ensure pre-certifications are in place and follow-up care is arranged after discharge.

Qualifications

• Associate degree; 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.

Responsibilities

• Schedule behavioral health appointments and handle referrals from multiple channels.
• Coordinate with authorization team to secure pre-certifications.
• Maintain referral log and track response times.
• Provide discharge summaries and medical lists at hospital discharge.
• Serve as the primary liaison for the USNWR Survey data tracking.
• Communicate with families and providers about pre-certification and follow-up care.

Skills

Administrative support

Communication skills

Microsoft Word

Microsoft Excel

Medical terminology

Scheduling

Education

Associate degree

Tools

Microsoft Word

Microsoft Excel

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.

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 .