Behavioral Health Call Center Specialist (Remote)

About the position Fast Pace Health strives to provide a best in class patient experience in every interaction. We are seeking a highly-skilled, experienced Behavioral Health Call Center Specialist to join our growing team. Our ideal candidate will be deeply committed to nurturing our Fast Pace mission of teamwork, communication, empowerment and quality care in a friendly and encouraging environment. Fast Pace Health aims to push for a new vision of healthcare in rural communities that will consist of an array of different services. We are changing the delivery of healthcare in these rural areas by integrating excellent patient care, education, accessibility, and community service, in a way that puts the patient's needs first and improves the health status of our communities. The Behavioral Health Call Specialist reports to Director of Behavioral Health and is a member of the Behavioral Health team. The Behavioral Health Call Specialist position involves consistent, quality customer service to both internal staff members and external patients. The call specialist will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. He or she will listen to the patients' request and take appropriate action to respond to it, including; but not limited to the scheduling of intake and follow-up appointments, assisting with online check-in, assisting patients with use of technology to see providers, documenting patient encounters, compiling referral information and numbers for reporting, communicating with providers about patient or medication concerns, communicating with the pharmacy to verify prescriptions or to call in refills, make reminder calls, and provide information to clinics who are referring to behavioral health services. In managing these requests, the Behavioral Health Call Specialist will exemplify the highest level of customer service with a focus on efficiency and quality. The Behavioral Health Call Specialist will consistently demonstrate proficient data entry skills and knowledge of insurance billing while maintaining confidentiality. It is essential that they demonstrate efforts to maintain and improve job-specific competencies, and perform other duties as assigned.

Responsibilities

• Promote the five principles of Fast Pace: Communication, Teamwork, Empowerment, Quality of Care, and Friendliness
• Answers and Coordinates phone calls
• Triage
• Appropriately Recording Telephone encounters via EHR system
• Obtain Medical release as needed for patient requested forms
• Schedule and confirm appointments for patients
• Verify insurances
• Collect co-pays or fees for service
• Completing Prior Authorization and Override forms for medication approval if nurse is unavailable or assistance needed
• Complete knowledge of EHR including updating pharmacy information for patients
• Faxing info from EHR
• Obtain and Scan required documents into EHR
• Complete knowledge of registering patients
• Update patient information
• Respond appropriately to agitated or disgruntled patients
• Review schedules daily to ensure accuracy and fill appointment opportunities
• Learn the aspects of compliance in the company by completing all mandatory compliance training
• The ability to maintain friendly, cordial relations with all employees
• The ability to build and maintain friendly, cordial relations with patients
• The ability to build and maintain friendly, cordial relations with pharmacies, referral sources and members of the professional community
• The ability to maintain a positive work atmosphere by acting and communicating in a manner that result in a positive work relationship with patients, co-workers, and managers
• The ability to perform the physical, use of senses, cognitive, and environmental functions of the position, as specified on the physical demands
• Ability to comply with Company standards of operations
• The ability to promote and maintain a respectful culture of employee, employer and business confidentiality

Requirements

• High School Diploma or GED
• Healthcare experience in Medical or Behavioral Health
• At least 2 years of experience in call center, front desk, or as clinic coordinator in an outpatient setting
• Experience in behavioral health setting preferred
• Electronic appointment scheduling experience preferred
• Strong customer service experience
• Excellent Verbal communication skills
• Proven ability to Multi-Task
• Problem Solving and critical thinking skills a plus

Nice-to-haves

• CNA licensed preferred

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