Lead Administrative Intake Support Staff Contact Center Full Time

Lead Administrative Intake Support Specialist

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

As a Lead Administrative Intake Support Specialist at Pine Rest, you'll be part of a tight-knit team that believes in the healing power of your expertise and compassion. The Lead Administrative Intake Support Specialist position is responsible to uphold the healing ministry of Christ through relationships that honor integrity, stewardship, empowerment, the promotion of diversity and professional excellence. The Lead Administrative Intake Support provides intake phone triage, customer reception, registration, external courtesy communication and completes admission in accordance with patient needs. They are dedicated to excellent customer service, enthusiastic about the care we offer, and foster a sense of belonging and empowerment in a diverse workplace.

Principal Duties and Responsibilities:

• Professionally and calmly handles crisis calls to determine appropriate next steps in the assessment process. Completes phone triage intake for all HRS admission referrals.
• Reviews/monitors/collects program data, providing evaluation to enhance data.
• Works effectively and collaboratively in a multi-disciplinary team to insure excellent patient experience.
• Performs related office duties such as patient registration, insurance verification and courtesy phone calls.
• Able to manage and implement emergency procedures for the entire organization.
• Responsible in managing switchboard operations for the entire organization, directing customers to the requested persons.
• Responsible to orient patient to assessment process and complete admission paperwork.
• Consults and communicates with other HRS staff and other organization departments.
• Demonstrates up-to-date knowledge of current rules, regulations, policies and procedures related to programs.
• Brings known or suspected non-routine problems and issues to manager.
• Participates in routine problem solving. Decisions made at this level affect individuals and programs.
• Provides Outpatient services after-hours answering service.
• Responsible to actively participate in safety management, milieu management, crisis intervention and prevention
• Ability to effectively organize time, responsibilities, and accomplish task by established deadlines and timeframes.
• Demonstrate understanding of sound ethical practice in conjunction with the established and defined ethics of one's training, discipline, and education/license level.
• Participates regularly in departmental and staff meetings. Serves on programs or organizational committees as required and as time and workload allow.

What Does This Role Require?

Education/Experience:

• Associate's Degree or equivalent knowledge, skills, experience and abilities required.
• Bachelor's Degree preferred.
• Minimum 1 to 2 years of administrative intake or patient registrar experience.

Benefits:

• Medical, dental, vision & life insurance plans
• 403(b) retirement match contribution by Pine Rest
• Generous PTO for full and part time employees
• Tuition assistance & loan forgiveness
• Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.
• Partnership with Davenport University provides generous discount on tuition for employees and family members.

Notice:

Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts.

Successful completion of a drug screen prior to employment is also part of our background process.