Behavioral Health Scheduler & Survey Liaison

The Nemours Foundation; Orlando (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive base compensation

Annual incentive compensation

Comprehensive benefits

403B with employer match

Public Service Loan Forgiveness

No state income tax (Florida)

Job summary

Nemours Children’s Health in Orlando, FL is hiring a Behavioral Health Scheduler & Survey Liaison to coordinate scheduling of behavioral health appointments and to act as a liaison among referring doctors, hospitals, insurers, patients, and families.

The role also manages USNWR Survey data, tracks departmental metrics, and supports performance improvement. Strong communication, organization, and CPT/ICD-9 knowledge are required.

Qualifications

• An associate degree, although relevant healthcare experience may substitute managerial discretion.
• At least one year of experience in an administrative healthcare role.
• Proficiency in written and verbal communication.

Responsibilities

• Schedule appointments for the Behavioral Health Department and handle referrals via phone, email, walk-ins, or mail.
• Collect patient demographics and insurance details accurately.
• Maintain a referral log and adhere to response time guidelines.
• Provide discharge summaries and medication lists to families and providers at hospital discharge.
• Coordinate with authorization to ensure pre-certifications are secured before appointments.
• Serve as liaison among families, providers, and primary care for care coordination post-discharge.
• Track USNWR Survey data, attend survey meetings, and strive to improve department metrics.
• Perform additional duties as assigned by supervisors.

Skills

Scheduling

Communication skills

Medical terminology

CPT/ICD-9 knowledge

Education

Associate degree

Tools

Microsoft Word

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.

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