Intake/Triage Representative- Outpatient Counseling Center/40 hours per week/M - F

Job Summary

At Bristol Health we begin each day caring today for your tomorrow. We have been an integral part of our community for the past 100 years. We are dedicated to providing the best possible care and service to our patients residents and families. We are committed to provide compassionate quality care at all times and to uphold our values of Communication Accountability Respect and Empathy (C.A.R.E.). We are Magnet and received the 2020 Press Ganey Leading Innovator award for our rapid adoption and implementation of healthcare solutions during the COVID-19 pandemic. Use your expertise compassion and kindness to transform the patient experience. Make a difference. Make Bristol Health your choice.

Provides first point of contact with potential Outpatient Behavioral Health patients. In this first step in the screening process triages incoming calls for patients initial appointment or schedules appointments for walk-ins. Collects evaluates and documents demographic and clinical screening information regarding the presenting problem (mental health substance abuse). Able to relate confidentiality to a wide variety of personalities and develop initial rapport with the patient to facilitate engagement into treatment. Must know how to manipulate the scheduling system; data entry skills. Performs a wide variety of patient facing/front desk clerical and administrative support during down phone times. Needs to possess maturity compassion empathy and positive outlook. Strong communication listening and problem solving skills. Must have understanding of HIPAA privacy rule mental health and substance use disorders as well as risk factors for suicide.

Essential Job Functions and Responsibilities:

Acts as first contact for potential patients in the Outpatient Behavioral Health setting triaging need and scheduling intake appointments.

• Answers phone or greets walk-in patients promptly and positively.
• Triages status as emergent urgent or routine.
• Identifies and explains our programs and treatment modalities (i.e. group therapy focus).
• Performs suicide risk assessment to determine patient status and level of risk.
• Returns patient calls in a timely manner and within guidelines.
• Provides initial point of treatment engagement; working to maintain develop improve patient centered care.
• Is familiar with and utilizes community resources to provide referrals for services not covered or provided by The Counseling Center

Collects and utilizes accurate insurance data.

• Ensures we are a provider for services and identifies appropriately and accurately whether patient has commercial state or no insurance.
• Explains in general terms how insurance works.
• Refers patient to state worker if applicable.
• Understands insurance plans including but not limited to Medicaid

Medicare Managed Medicare as well as commercial insurance coverage

Provides initial appointment.

• Sensitively responds to patient needs triaging urgency and scheduling appropriately.
• Utilizes the electronic medical record system to collect and input patient information during intake screening and scheduling process.
• Accurately matches up patient insurance with the appropriate provider.
• Provides first available appointment and maintains thresholds for appointment scheduling.
• Gives appropriate directions to the building.
• Maintains positive working relationships with clinical staff to facilitate effective patient care and appropriate scheduling.
• Communicates with appropriate clinicians regarding patient needs.

Collects and reports data.

• Responsible for logging information regarding the intake process (as related to Quality Improvement or other reporting requirements/needs).
• Tallies and reports monthly and as needed on various data elements as required by the supervisor.

Provides administrative and clerical support.

• Performs clerical/administrative tasks as delegated by the supervisor or Director.
• Performs a variety of tracking data entry and follow up functions as assigned.

Seeks direction for and maintains responsibility for professional growth and development.

• Participates in departmental educational programs to enhance office management.
• Regularly evaluates own strengths and weaknesses.
• Develops plans to meet learning needs and continuously improve.

Seeks appropriate guidance as necessary and appropriate.

Educational / Minimum Requirements:

Bachelors Degree or working with behavioral health populations preferred but not required. Excellent customer service skills. Excellent interpersonal skills with all members of the health care team. Bilingual skills preferred but not required. Computer skills are a must. Must demonstrate behavior consistent with the values of the Hospitals Customer Service.

State/Federal Mandated Licensure or Certification Requirements:

None

Bristol Hospital Mandated Educational Requirements:

General orientation at time of hire. Fire/Safety/Infection Control annually. Other programs as mandated by the Hospital.

Special Requirements:

Superior customer service telephone and interpersonal skills. Working knowledge of medical and behavioral health terminology as well as typing and data entry skills. PC literacy and is preferred.

Physical Requirements:

Extended sitting with occasional bending reaching stooping and walking. Prolonged eye and hand use while operating computers. Occasional lifting up to fifty pounds.

Work Environment:

Normal office conditions.

Cognitive Requirements:

Excellent clerical skills good written and oral communication skills literate in English. Good organizational skills with the ability to follow written and verbal directions with multiple steps.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.