Intake Coordinator

Job Description

Job Description

It’s all about empowering hope in the lives of our patients, employees, and communities.  At Active Path Mental Health, our mission is to provide patient-centered, evidence-based, collaborative, sustainable mental healthcare for all.  As employees of Active Path , we are healers. We are made up of a diverse group of individuals who are committed to provide hope in the communities where we live and work. 

We are looking for an experienced Intake Coordinator who brings respect, empathy, and kindness to our patients.  Working in the corporate office, this individual is the first point of contact for prospective new patients at Active Path Mental Health.  The successful individual will assist in bringing new patients in through phone and web inquiries, verifying that insurance benefits are active, performing phone screens, and scheduling evaluations with a provider, with the intent of getting patients into treatment.

Y ou will be responsible for:

• Serving as the first point of contact and advocating for prospective patients, greeting them through the phone with empathy, respect, kindness, and patience.
• Screening potential patients utilizing the APMH criteria in a phone consultation.
• Collaborating with fellow intake members to track and achieve monthly team metrics.
• Operating with a sense of urgency to deliver a high standard level of customer service to prospective patients.

• Scheduling prospective patient consultations and evaluations promptly.

• Identifying that all new patient paperwork and other items are complete when performing quality assurance work on an evaluation.
• Following up with potential patients for various medical history or paperwork needed prior to a provider evaluation or submission to insurance.

• Responding to voicemails in a timely manner or ensuring messages reach the appropriate person quickly.
• Utilizing the CRM to follow up with patients who have completed consults, and move them to the next stage of the funnel.
• Scheduling post-treatment follow-ups.
• Sending out requests for reviews.

• Answering questions regarding APMH service offerings.
• Obtaining and coordinating referrals from referring providers..
• Coordinating collaborative care calls with referring providers and peer review calls with insurance payers.
• Coordinating with other departments on outstanding items.
• Serving as back up to Patient Care Coordinators in the scheduling of new patient starts and treatments.
• Other administrative responsibilities such as data entry, collecting payment information, requesting records, and scheduling appointments using APMH’s EHR and CRM systems.
• Other duties, as assigned.
• Working cooperatively with colleagues across roles and departments to support patients, providers, and the broader organizational mission.
• Taking ownership of work quality, punctuality, and adherence to organizational policies and procedures.
• Treating patients, colleagues, and community members with kindness, respect, and inclusion.
• Striving to exceed expectations through attention to detail, reliability, and consistency.
• Reflecting the organization’s mission and values in all actions and decisions.

You will be successful if:

• You possess a Bachelor’s degree in psychology, healthcare administration, or a related field, preferred.
• You have 1 year of experience in an administrative role in the medical field, with a strong focus on coordinating patient services.
• You have one year of experience working in admissions in behavioral and/or mental health, preferred.
• Experience in scheduling appointments, working with multi-line phone systems, and data entry in EHR and CRM systems, preferred.
• General understanding of insurance processes and terminology.
• The ability to prioritize teamwork above self.
• The ability to adapt and remain resilient with rapidly changing priorities.
• The ability to work in a dynamic, high-demand, fast-paced environment.
• The ability to work successfully in collaborative and independent environments.
• A focus on excellence in customer service being executed at high levels.
• Excellent written and verbal communication skills.
• An ability to maintain professionalism with internal and external stakeholders.
• The ability to maintain patient and clinic confidentiality, in accordance with HIPAA regulations.
  

At Active Path Mental Health, we value our diverse communities and  are proud to be an Equal Opportunity Employer. APMH recruits, hires, trains, compensates and promotes without regard to race, color, religion, gender, gender identification, age, national origin, sexual orientation, marital status, veterans' status, mental or physical disability, genetic information or any other legally protected status unrelated to a particular job's requirements or an individual's performance and qualifications