Job purpose
The Front Desk Receptionist is an integral member of the behavioral health team with a focus on customer service and clinic workflow efficiency. The Front Desk Receptionist troubleshoots participant registration, and customer service issues. This role requires the ability to multitask, work in a fast-paced environment, be responsive and take initiative, manage crisis situations, and demonstrate professionalism.
Duties and responsibilities
ESSENTIAL DUTIES & RESPONSIBILITIES:
Include the following. Other duties may be assigned.
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Model excellent customer service and professionalism, displaying a positive attitude with participants and colleagues.
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Maintain consistency at the Front Desk, leaving only when necessary for breaks, crisis management concerns or other administrative tasks as directed by the Supervisor.
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Answering and routing all incoming calls and messages to appropriate staff.
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Greeting and checking in clients and visitors.
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Handling all client visit preparation including payment collection, demographic updates, and paperwork.
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Completing new client referrals via phone or walk-in.
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Completing client insurance benefit verifications and authorizations.
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Scheduling and managing the calendars of therapists, nurse practitioners, and psychiatrists.
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Closing out discharged cases and mailing discharge letters as needed.
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Completing medical records requests for clients and third parties.
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Creating new client charts and filing clinical paperwork as needed.
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Responsible keeping inventory on office supplies and replenishing as needed.
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Check incoming faxes and distribute to appropriate employees.
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Preparing client marketing materials for upcoming conferences/seminars.
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Provide intervention with agitated or upset clients to prevent further escalation and address their concerns. Contact the Behavioral Health Director of Administration and Operations or other Supervisor present if situation escalates beyond capacity of front desk management.
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Audit provider schedules per instructions of supervisor to ensure staff have identified number of participants scheduled per day, at minimum (8). Report to Supervisor variances in schedules to support consistency across providers.
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Complete reports as assigned including, but not limited to provider productivity, reminder call tracking, and schedule auditing. Under the direction of the Supervisor, support various behavioral health teams with their reporting needs.
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Audit clinically scheduled appointments weekly to ensure provider is credentialed to see the participant.
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With Supervisor, ensure coverage for responsibilities during planned absences. If unplanned absence notify supervisor by 8:30 a.m.
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Other duties as assigned.
ADMINISTRATIVE DUTIES:
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Manage Mental Health insurance issues.
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Receive and submit DBH authorization requests, exemption requests, discharge requests, and assess community treatment referrals as well as follow-up with providers.
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Provide Locus, Gain, and ICAM account support as well as other tools as identified
Qualifications
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High School Diploma; Associates Degree Preferred.
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Two year’s administrative experience working in a physician’s office.
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Experience working in Behavioral Healthcare setting preferred
Working conditions
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Office setting and occasional field supervision
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May occasionally require engaging in community out-reach
Physical requirements
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Requires standing, occasional lifting (25 lbs)