Job Title: Psychiatric Patient Care Coordinator

FLSA:  Non-Exempt

Reports To: Supervisor, Patient Care Coordinator

Department: Outpatient

Summary:

The Psychiatric Patient Care Coordinator facilitates the flow of patient medication management appointments and general client mental health needs.  The Psychiatric Patient Care Coordinator is responsible for managing Psychiatric Prior Authorizations; greeting visitors and patients; determining the reason for the visit; securing patient information and signatures on required documents; scheduling appointments; and establishing methods of payment for services. This person also asks, receives, and accounts for payments, handles incoming calls, and performs other office duties as directed. This position requires confidential handling of clinical and protected health information and high levels of organization, interpersonal skills, and professional attire. 

The Psychiatric Patient Care Coordinator contributes to customer satisfaction at Laurel Life. By properly handling the registration procedures, this person sets the stage for a smoothly executed patient experience. This person interacts directly with patients, visitors, management, counseling, and medical staff. The position contributes to meeting budget goals, which impacts both delivery of essential services and achieving the Mission.

In addition to the details and requirements for the employee listed below, Laurel Life expects the employee to be committed to incorporating principles of trauma-informed care in all areas of service delivery. Commitment to these principles in trauma treatment will be required through attendance in training and the use of identified evidence-based practices. Trauma-informed care includes cultural sensitivity and emphasizes a safe and respectful environment for all clients and staff.

Duties and Responsibilities:

The Patient Care Coordinator should be prepared to perform the following duties and responsibilities:

• Customer Care- answer the telephone, take messages, greet the public, answer inquiries in a professional manner and transfer to the supervisor and appropriate staff when necessary.
• Greets visitors and patients in a friendly and professional manner.
• Seat telehealth patients for their appointment with psychiatric provider
• Collect patient co-pays as needed
• Utilize electronic health record as main method of documentation
• Prepping for Prescriber Appointments
• Email prescriber the videoconference link for telehealth appointments. Checking consents for update, setting up the prescriber room with any needed supplies, prepare documents that need reviewed/signed by patients or Prescriber.
• Prepare patients for their telehealth appointment and assist/communicate patient flow to psychiatric provider
• Open encounter
• Facilitate or assist provider with vitals as necessary
• Implement vitals into Blue patient chart
• Assist patient's use of technology equipment during session.
• Ensure patient clinical documentation is completed and up to date
• Review intake forms for completion prior to initial appointment
• Gather any updates to demographics or medications
• Obtain signatures on encounter forms at the end of each appointment
• Communicate with billing staff regarding any changes in insurance.
• Schedule patient appointments
• Psychiatric Prior Authorization management
• Collaborate with Psychiatrist and CRNPs to effectively complete Prior Auth requests
• Complete Prior Auth request with appropriate insurance companies for all medication management clients throughout the psychiatric clinics
• Coordinate medication requests with clients/parents
• Manage and handle Prior Auth request denials to ensure client medication management
• Offer relevant community resources to patients who present with SDOH concerns
• Provide guidance on steps to enroll in Medical Assistance as needed
• Respond to patient questions and concerns regarding their mental health treatment
• Act as a liaison for patient communication with prescriber
• Facilitate and aid in correspondence with Prescriber about samples, prior authorizations, and medication refills
• Activate psychiatric patients in the electronic health record portal. Provide guidance and instructions to patients on using this feature for engagement in care as well as the preferred message communication with their provider.
• Complies with HIPAA and privacy regulations. Efficient and accurate record-keeping of details related to individuals seeking counseling services.
• Collects payments for visits and issues receipts to the patient; print patient insurance log from EHR; double checks co-pay logs
• Marks appointment statuses appropriately dependent on clinic flow and calls patients daily to confirm, cancel, or reschedule appointments;
• Complies with agency policies and state and federal regulations governing confidential information, including HIPAA.
• Coordinates with Psychiatric Prescribers and Op Supervisor on medication management questions, psychiatric scheduling and authorization of medication management refills.

• Operate several types of standard office equipment, including: word processor, copying machine, fax machine, and computer. Order and requisition all office supplies. 
• Demonstrates commitment to professional growth by attending all required meetings, training and organizational training. 
• Accepts professional responsibility and serves as a role model for positive, pro-social behavior; modeling the company's Core Values as well as displaying respect, responsibility, integrity, empathy, impulse control, emotional self-awareness, and professional boundaries. 
• Work as a positive team member supporting the company's Mission and goals, consistently working in a trusting and cooperative manner with fellow team members and supporting the program's common operating approach. Communicate effectively with team members. 
• Performs other duties as assigned by organizational leadership.

Educational Qualifications:

• A minimum high school diploma is required.
• Medical Assistant, Assistant Nursing Certification, or Associates degree preferred.
• Knowledge about health insurance, pre-authorization, insurance verification, medical terminology, CPT codes and ICD-9 codes preferred
• Knowledge of clerical and behavioral health and insurance authorization processes is preferred. 

Work Experience:

Three years of experience providing customer service interactions with children, adolescents and their families in an office setting is preferred.

Skills:

• Excellent time management skills and ability to multi-task and prioritize work
• Empathetic with patient needs and concerns
• Ability to establish and maintain effective working relationships with patients, other employees, and the public.
• Must have excellent customer service skills
• Able to work in a fast-paced and demanding work environment
• Must have a team mentality, flexibility and willingness to learn
• The ability to communicate effectively, multi-task and work under pressure is the key to success in this position, which also requires attention to detail and a commitment to achieving consistent customer satisfaction.
• The ability to uphold HIPAA compliance is mandatory.
• Must exercise good judgment and discretion

Working Conditions:

General office setting. Some clientele may at times be verbally abusive or disrespectful.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required or personnel so classified.

This job description is not intended to be a contract of employment with the employee. The employee covered by this job description is an at-will employee of Folium.