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Position Overview

Forefront Telecare is seeking an experienced Patient Support Coordinator to join our remote outpatient behavioral health practice telehealth team. The Patient Support Coordinator at Forefront Telecare is responsible for clerical and reception duties associated with patient scheduling and registration. The Patient Support Coordinator will handle a large volume of incoming calls and navigate between multiple systems to schedule with various providers such as physicians, psychiatric nurse practitioners, and therapists. This person will be working in a fast-paced environment where they will be expected to display strong customer service and communication skills when interacting with a variety of individuals including patients, family members, customers, referring physicians, clinicians, and allied health staff. To provide exceptional service, the Patient Support Coordinator is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day. This requires working with several complex scheduling workflows, managing telephone calls, online requests/emails, and/or fax requests. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration, and the freedom to explore professional interests.

Job Responsibilities

• First point of contact interacting with patients over the phone
• Schedule new and existing patients following established protocols
• Proficiently and accurately enters data into the permanent electronic health record (EMR) Athena while talking with patients
• Documents initial referral information, and patient interaction in Salesforce by updating the patient account with call notes, updating account status, and providing reference notes to external teams
• Collects and enters all necessary demographic, clinical, billing and insurance information from patients or responsible parties
• Manage large amounts of inbound and outbound calls in a timely manner
• Answer incoming calls in a professional, accurate, timely, and courteous manner
• Initiate outbound phone calls with patients to confirm visit times or reschedule visits as needed
• Resolve issues effectively and efficiently while providing an incredible customer service experience to patients
• Document all calls appropriately, transfer callers to the appropriate queue/department if question is of a more complex issue (claims, authorizations, etc.) or escalate the call to the appropriate supervisor
• Multitasks between several different technology systems to complete functions
• Respects and maintains privacy and dignity of patients to assure client confidentiality always understands and follows the Code of Conduct and HIPPA guidelines
• At all times maintains HIPPA guidelines as it relates to the patients information to assure client confidentiality verifying caller if different than patient is an authorize individual to speak on behalf of the patient
• Attends daily morning huddles, weekly staff, and other meetings to discuss issues and foster teamwork among the team

Behavioral Health experience strongly preferred.

Forefront Telecare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Forefront Telecare is an E-Verify company.