Behavioral Health Program Support Specialist

Job Title: Behavioral Health Program Support Specialist

Department: Behavioral Healthcare Work location: Virtual/Remote

Status: Exempt or Non-exempt

Overview/Job Purpose:

The Behavioral Health Program Support Specialist (BHPSS) is responsible for supporting the Executive Director of Behavioral Health and entire clinical team in the care of clients between school age and geriatric age in the clinic. The BHPSS's primary purpose is to support the delivery of BH services through administrative responsibilities and client interaction. The BHPSS must establish and maintain good rapport and effective working relationships with clients, visitors, and all Duke City Cares employees. The BHPSS performs skills such as registering clients, validating insurance and benefits, obtaining pre-authorization and assists with additional requirements to support the clinical team such as scheduling. Although the BHPSS reports directly to the BH Program Administrative Clinic Supervisor, the BHPSS and BH Program Administrative Clinic Supervisor fall under the overall oversight and authority of Executive Director of Behavioral Health.

Summary of Primary Duties:

As a BHPSS at Duke City Behavioral Healthcare, a division of Duke City Primary Care, day-to-day duties may include, but are not limited to, the various tasks below which will all be performed virtually:

• Greets clients and visitors in a professional and welcoming fashion.
• Maintains confidentiality during all client interactions, telephone contact with clients, and management of client information by use of appropriate client identifiers and following agency, state, and HIPAA laws at all times.
• Obtains new client information to include insurance information, consent forms, and demographics for registration.
• Gathers client information to ensure registration is updated with any changes.
• Receives telephone calls for BH team and walk-in referrals in a professional manner.
• Receives, tracks, and schedules all incoming referrals per agency policies.
• Provide instructions to clients on use of patient portals and ensures that all patient portals are activated prior to appointments.
• Reviews all intake paperwork 48 hours prior to appointment for the following:
• Ensure all paperwork has been answered completed.
• Ensure all signatures have been obtain with respect to consent to treat, Telemental health consent, privacy notices, etc.
• Ensure emergency contact has been identified.
• Ensure release of information has been signed for emergency contact.
• Ensure all completed paperwork has been scanned and entered into the electronic paperwork prior to initial appointment.
• Enters/scans client information into the electronic health records (progress notes, requested information and letters) as directed.
• Completes the billing and insurance authorization procedures for clients (i.e., perform insurance eligibility checks, verify pre-authorization, tracking need for additional pre-authorization sessions, ensure proper insurance payment, etc.)
• Schedules client appointments within established parameters (i.e., post-discharge appointments, annual screenings, etc.)
• Calculates and monitors the number of sessions authorized for care to include initial sessions approved, number of sessions left, etc. and relays information to BH team.
• Schedules and/or facilitates client appointments with other provider offices as needed including correct processing of necessary referral forms, pre-authorization forms, client benefit verification and transfer of client information.
• Processes client charges and collects copays and deductibles.
• Processes requests for client information according to policies and procedures, including record copy service and form tracking.
• Updates and scans clinical documents, insurance reports, etc. into Electronic Health Record.
• Researches billing questions and problems for clients with centralized billing service.
• Supports the program by providing administrative and clerical support to all staff to include typing, answering calls, scanning, etc.
• Completes statistical/analytics reports under the direction of the Executive Director of BH.
• Serves as a back-up to the Medical Assistant contacting patients/pharmacies for refills, prior authorizations, entering data in the record for appointments, etc.
• Other duties may be assigned based on clinical need.

Performance Requirements:

• Works collaboratively with the BH and other interdisciplinary team members for all client care needs.
• Demonstrates flexibility with job assignments, adaptable to change, and provides possible resolutions/solutions to issues/concerns, rather than simply pointing out a problem area.
• Demonstrates effective time management to complete work-related activities, timeline requirements and documentation.
• Demonstrates ability to work independently on own accord and initiative, yet as a team member.
• Creates, adheres to, and promotes a positive work environment based on teamwork and positive promotion of one another.
• Demonstrates ability to meet all obligations of practice to include but not limited to: accrediting agency compliance, HIPAA, State and Federal regulatory compliance.
• Demonstrates adherence to all internal, administrative policies and procedures, as well as provides constructive feedback when appropriate.
• Demonstrates accountability for completion of all operational tasks according to departmental guidelines to ensure appropriate clinical processing/documentation including patient transfer follow-up.
• Demonstrates great client relations, consumer satisfaction and implements the long-standing goals of Duke City.
• Exhibits behavior which emphasizes compassion, quality, loyalty, and conscientiousness.
• Establishes and maintains effective working relationships with clients, their families, and all staff members.
• Exhibits ability to negotiate with community providers and third-party insurers.
• Demonstrates ability to effectively present information and responds to questions from groups of managers, clients, and the general public.
• Demonstrates on-going support and respect for administration in all communications, either privately with staff or in a group setting.
• Exhibits ability to provide feedback to the Director of Behavioral Health or Clinic Manager who serve as the BHMA's administrative voices regarding "internal practice management issues" including, but not limited to: clinical practice issues, personnel issues, administrative decision-
• making, departmental priority setting, and creation of operational policies and procedures; in addition, feedback will periodically be sought, and constructive suggestions welcomed.
• Demonstrates ability to communicate through appropriate channels.
• Demonstrate proactive approach to client and staff safety by seeking opportunities to improve safety through questioning of current policies and processes.
• Convey professional role model example and helps to educate other staff through qualify of own practice and work habits when time permits, or circumstances are appropriate.
• Assists in creating a constructive professional atmosphere for the staff by being a positive influence; actions/comments should enhance morale and staff relations.
• Committed to learning new technologies and to providing leadership/training to the staff as new technologies are implemented.
• Possess excellent ability to read, write and communicate verbally, teaching ability and good telephone skills.
• Demonstrates efficiency, accuracy, and demonstrates the ability to organize and coordinate multiple tasks.
• Maintains a high level of energy with the ability to adjust to any justifiable pace.

Education Requirements:

High School Diploma or GED equivalent

Experience Requirements:

• 1 year directly related experience preferred.
• Competent in all Microsoft Office applications (up to intermediate skill level as a minimum)
• Billing and/or benefits verification required.

Preferred experience:

• Prior healthcare experience
• Prior office experience
• Prior experience with electronic records

Physical Demands Requirements:

Sedentary Work: Able to sit for up to 6 hours per day; lift up to 10 lbs. occasionally during a day.

Additional Requirements:

• Excellent communication and persuasiveness skills with ability to communicate instructions to individuals from diverse backgrounds.
• Great interpersonal skills, and the ability to build effective business and customer relationships both in person and at a distance.
• Must have the appropriate level of behavioral maturity and patience in handling clients.
• Must have the diplomacy and tact in handling difficult/or irate clients.
• Customer focused and driven by results and achievement.
• Able to take responsibility for own workload, problem solve and make decisions.
• Strong administrative and organizational skills.
• Strong attention to detail.
• Strong ethics and a high level of personal and professional integrity.
• As this position is a remote position, an office location of the employee's choosing from any location that ensures privacy and maintains HIPAA compliance for all client information.

Testing Requirements:

Tuberculin Skin Test required annually for employees working on site.

Job Type: Full-time

Pay: $ $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Remote