Intake Coordinator

Overview

The BHP Intake Coordinator is responsible for providing excellent customer service to patients, practitioners' offices, and office staff.

Intake Coordinators work across two service lines that BHP supports:

• BHP Scheduling

• Initial appointment scheduling for mental health and chemical health services for patients

• Escalation of Crisis Calls to a licensed staff member

• Diagnostic Evaluation Center (DEC)

• Initial appointment scheduling for mental health and chemical health services of crisis patients seen by DEC Assessor in a contracted DEC location

• Escalation of Crisis Calls to county crisis lines

• Telemedicine request management

• Inpatient bed identification

• Coordination of care with established and new providers referred to by DEC

Intake Coordinators are cross trained to work within other departments to provide coverage or assistance when additional staffing is needed.

This position is on-site at Fairview Southdale's EmPATH.

Responsibilities/Job Description

Answers inquiry calls in a respectful manner and assesses for special needs and/or accommodations:

• Coordinates and facilitates all inquiry calls regarding the Fairview Behavioral programs

• Uses excellent telephone etiquette and active listening skills

• Documents calls

• Assesses and prioritizes calls

• Assesses and triages client admissions using identified admission criteria

Completes client intake process:

• Assesses and triages client admissions using identified admission criteria

• Assures insurance reimbursement and authorization

• Documents complete and accurate demographic and clinical information

• Secures information pertinent to the patient visit

• Obtains internal and external records when possible

• Provides client or referral sources with information regarding the programs

• Refers to other programs or community agencies when Fairview services are not appropriate

• Secures payment for treatment

Recognizes problems and takes appropriate measures to resolve:

• Consults with appropriate resources regarding unique referrals or insurance/authorization discrepancies

• Identifies patients who 'no-show' to meet risk management criteria

Collaborates with internal and external resources to ensure efficient patient flow:

• Works in partnership with business office and payers to resolve payer problems and facilitate reimbursement

• Acts as a liaison between payers, business office staff, patient care providers and site supervisor

• Partners with appropriate community liaisons

Monitors patient care provider's schedules to insure optimum productivity:

• Coordinates the decision-making process in regard to intakes and waiting lists

• Schedules new visits

Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served:

• Partners with patient care giver in care/decision making

• Communicates in a respective manner

• Ensures a safe, secure environment

• Individualizes plan of care to meet patient needs

• Modifies clinical interventions based on population served

• Provides patient education based on as assessment of learning needs of patient/care giver

Qualifications

Required:

• Bachelor's Degree

• 1 year experience in a behavioral health related field, managed care or call center.

• Computer proficiency

Preferred:

• Bachelor's Degree in Behavioral related field
• 2-3 years experience in a behavioral health related field, managed care or call center