Behavioral Health Coordinator

Job Description Summary

The Behavioral Health Coordinator is responsible for providing exceptional front-facing service to patients and visitors while supporting seamless coordination between Primary Care, Behavioral Health providers and Community Support services. This role ensures timely scheduling, communication, and workflow support to enhance patient care and uphold service excellence standards. This role will be responsible for a wide variety of tasks associated with patient care referrals; work in collaboration with clinical staff and other departments to maximize efficiency; assist patient with referral-related questions and issues.

Job Description

1. First point of contact for patients, providers and clinic staff for all Behavioral Health related areas, referrals, scheduling requests, etc.

2. Answers all incoming calls, voicemails, messages (Epic and email) in a prompt, courteous and helpful manner, routing them to the appropriate staff and responding to requests from patients, providers and clinic staff.

3. Greet patients and visitors promptly, courteously, and professionally.

4. Processes requests for all Behavioral Health patients:

• Reviews each referral to determine special services/procedures being requested. 

• Informs the patient of providers/facilities used by South Shore Health and provides contact information so the patient may schedule the appointment.

• Updates the patient’s referral within the EMR to reflect status changes and document additional information as needed.

• Communicates to patients and/or facilities with insurance issues.

• Provides referring facility with clinical information needed to support medical necessity or continuation of care.

• Communicates requests from patients who wish to seek care outside SSH preferred providers.

• Communicate issues to providers, patients and clinic staff via Telephone Encounters.

• Monitor EPIC messages including, but not limited to, MyChart messages.

• Collaborate closely with Primary Care and Behavioral Health providers to arrange consultations and follow through on treatment recommendations.

• Serve as a liaison between South Shore Medical Center and Behavioral Health Services to ensure timely and coordinated patient care.

• Coordinate scheduling and data management of Perinatal Behavioral Health/SHORE groups

• Help coordinate community psychiatry referrals from Bridge program, SHORE/Perinatal Behavioral Health program, and Day Treatment program.

• Schedule patient appointments according to provider- and department specific scheduling guidelines.

• Manage referral reports, including the referral error queue, and ensure timely scheduling of necessary services.

• Schedule follow-up appointments and track referral needs.

• Coordinate all aspects of scheduling, registration, and referral processing.

• Maintain an organized, clean, and efficient work area.

5. Works independently to complete daily assignments by the end of the shift and long-term assignments by established deadline.

• Efficiently manages work schedule to accomplish assignments and activities before deadline.

• Works independently with infrequent need for supervision.

• Informs supervisor/manager when not able to meet deadline.

• Answer incoming calls, place outgoing calls, respond to inquiries, and accurately document and relay messages.

• Manage and respond to Epic In-Basket requests in a timely and accurate manner.

• Maintain current lists of:

  Insurance payers accepted by SSH and Behavioral Health providers

  Community based providers for patients whose insurance is not accepted

6. Embraces technological solutions to work processes and practices.

• Accepts changing environment as technology advances, willing to learn new techniques and equipment.

• Receptive to changes in department work processes and practices.

• Seeks appropriate guidance for new techniques.

• Offers suggestions for change to improve department.

• Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

• Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

7. Staff will work to enhance the patient experience in every interaction.

• Demonstrates professional courtesy in all interactions with patients and coworkers.

• Answers all questions in a polite, professional manner or finds someone who can answer the question.

• Able to handle difficult patients or situations in a calm, professional manner.

• Able to report issues/concerns using the chain of command.

• Adhere to the SSH Mission Statement, policies, procedures, and regulatory guidelines.

• Model and promote all SSH Service Standards in daily work.

8. Staff is able to independently manage daily office functions:

• Able to perform multiple work tasks efficiently and effectively.

• Able to maintain a high level of concentration at all times.

• Able to work under pressure and to maintain composure during stressful situations.

• Able to complete tasks according to assigned deadlines.

• Utilizes critical thinking and problem solving in day to day operations as well as in emergent situations.

• Communicates appropriately and effectively following chain of command.

• Demonstrates dependability and flexibility in meeting scheduling needs of the department

Technology and Learning

   a - Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

   b - Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

JOB REQUIREMENTS

Minimum Education – Preferred

High school diploma or equivalent

Minimum Work Experience

One (1) year of experience in healthcare setting required

Experience working in Behavioral Health field/office preferred

Required additional Knowledge and Abilities

Excellent customer service skills

Excellent verbal and written communication skills

Ability to meet demanding deadlines and balance multiple tasks

Ability to work both independently and as part of a team to complete daily assignments by the end of the shift and long-term assignments by established deadline.

Detail oriented with excellent organizational and prioritization skills

Strong interpersonal, communication, and customer service skills

Experience in healthcare scheduling or coordination preferred

Familiarity with Epic (Cadence, In Basket) highly desirable

Familiarity with Microsoft Excel highly desirable

Ability to multitask, prioritize, and maintain accuracy in fast paced environments

Knowledge of insurance and referral processes helpful