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Referral & Scheduling Care Coordinator

2 months ago

Billings Metropolitan Area, United States Frontier Psychiatry Full time
Job DescriptionJob DescriptionDepartment: Operations

Position: Referral and Scheduling Care Coordinator (RSCC)

Requirements: Hybrid and remote options may be available.

Salary Range: $17.79 - $21.78

FLSA: Full Time; Non Exempt

COMPANY OVERVIEW
Frontier Psychiatry aims to improve the emotional, behavioral, and physical well-being of rural communities by delivering scalable, timely, and evidence-based interventions in psychiatry and addiction medicine. Since its launch in March 2020, Frontier Psychiatry has expanded its telehealth services across the west coast with future plans to expand across additional states. Our long-term goal is to be the solution to the mental health and addiction crisis in rural America, expanding our footprint by two states per year for the next six years.

GENERAL DESCRIPTION
The Referral & Scheduling Care Coordinator (RSCC) is an instrumental member of the operations team at Frontier Psychiatry, responsible for overseeing a range of administrative functions related to patient referral management and scheduling. This position plays a pivotal role in facilitating access to quality psychiatric and addiction care for underserved communities. In addition to managing referrals and clinician schedules, the RSCC also performs reporting tasks and undertakes additional projects as requested by their supervisor.

ESSENTIAL FUNCTIONS
Referral Management:
  • Process all incoming referral faxes within three business days.
  • Follow up on pending referrals, ensuring attempts to contact patients has been made a minimum of three times and referring provider has been contacted, thus closing the “referral loop”.
  • Adhere to no-show and dismissal policies for patients which includes sending certified letters and/or secure emails to non-adherent patients.
  • Discuss referral details and expectations with patients.
  • Manage referral lists and schedule patients with appropriate providers.
  • Enter complete and accurate patient demographics and insurance information into the EHR.
  • Ensure patients insurance is valid and active and covers telehealth services via performing insurance eligibility checks.
  • Maintain communication with referring providers throughout the referral process.
  • Register patients via abstracting information from incoming referral documents.
  • Notify Lead RSCC of new referral facilities and/or providers need to be added to the EHR.
Patient Scheduling:​​​​​
  • Answer phone calls in a pleasant manner and address all voicemails by the end of day.
  • Triage and transfer calls as needed.
  • Conduct various types of scheduling, including new patient appointments, follow-ups, reschedules, cancellations, and transfers of care.
  • Schedule pre-visit appointments as necessary.
  • Process patient appointment cancellations, reschedules and No-Shows.
  • Assist with completing tasks that have been emailed to the scheduling email group.
  • Process patient portal messages and inquiries.
  • Maintain accurate patient records in the EHR.
  • Manage provider schedules, ensuring full utilization.
  • Assist providers with follow-up scheduling and other scheduling needs as required.
  • Collect copayments and/or outstanding balances when prompted.
  • Promptly correct registration errors as assigned by the billing department.
  • Provide patients with cost estimates for services per policy.
  • Fulfill daily assigned duties promptly and effectively.
Administrative:
  • Attend weekly/monthly departmental and facility wide meetings, in addition to ad hoc meetings.
  • Actively participate in group discussions and meetings.
  • Communicate with appropriate colleagues should issues or questions arise.
  • Name and index documents per HIM protocols.
  • Perform all other related work as requested or assigned.
Contract Clinic Scheduling:
  • Act as the primary contact for contracted clinics, if and when assigned.
  • Schedule patients for clinics within specified contract timeframes (e.g., 30 days, 7 days).
  • Alert the Lead RSCC when obligations cannot be met or issues arise.
  • Serve as the primary point person and answer or delegate questions as needed.
EDUCATION, EXPERIENCE AND REQUIREMENTS
  • High School diploma or equivalent education.
  • Experience working within the medical field is required.
  • Knowledge and experience with insurance and eligibility, preferred.
  • Professional attitude that aligns with Frontier Psychiatry’s Core Values.
  • Preferred experience working with Electronic Health Record (EHR) systems.
  • Proficient in Microsoft Office Suite and Google Suite or related software.
  • Excellent organizational skills and attention to detail, ensuring accuracy and efficiency in all tasks.
KNOWLEDGE, SKILLS AND ABILITIES
  • Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.
  • Empathy and sensitivity when interacting with patients and caregivers, recognizing the unique needs and challenges they may face.
  • Strong problem-solving skills with the ability to navigate complex care coordination issues and resolve conflicts effectively.
  • Team player mentality with a willingness to collaborate and support colleagues in achieving shared goals.
  • Adaptability and flexibility to respond to changing priorities and unexpected situations with resilience and professionalism.
  • Able to deal with ambiguity and proactively problem solve, adapting to changing circumstances and finding solutions to challenges.
  • Clear communication of breaks, lunches, or time away from duties to ensure continuity of patient care.
  • Ability to work well with others, fostering a collaborative and supportive work environment.
  • Ability to work independently while also collaborating effectively within a team environment.
  • Willingness and ability to spend significant time communication with patient and stakeholders via phone.
  • Excellent interpersonal and customer service skills, fostering positive relationships with patients, caregivers, and healthcare providers.
  • Comfortable speaking with patients and clients, demonstrating empathy and professionalism in all interactions.
PHYSICAL AND MENTAL DEMANDS
  • Work may require sitting or standing for long periods of time.
  • Requires manual dexterity sufficient to operate a keyboard, telephone, copy machine, printer and other office equipment as necessary.
  • Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
  • It is necessary to view and type into a computer system for long periods while working in a busy environment, which may be stressful.
REMOTE REQUIREMENTS
  • A dedicated office space with a door to ensure privacy and focus during work hours.
  • An ergonomic setup to promote comfortable and healthy posture while working.
  • Access to high-speed internet to support efficient communication and task completion.
  • Willingness to adhere to remote work policies and guidelines set forth by the organization.