TITLE: Office Coordinator

RESPONSIBLE TO: Office Coordinator Lead

WORK AREA: West Virginia Outpatient Behavioral Health Office

SUMMARY: Under the supervision of the Office Coordinator Lead, the Office Coordinator will answer telephones, schedule client services, perform insurance verification, reschedule, and confirm client appointments, greet and check-in clients, obtain client documentation and intake paperwork and scan to the system, and move clients through a pre-determined schedule of appointments at the office. Employee will also submit completed care charges to billing and make follow-up appointments.

BLOODBORNE PATHOGEN CATEGORY I: Tasks with actual blood/body fluid exposure are not included in this position’s duties.

Day to Day Responsibilities:

• Answers all incoming calls in an efficient, pleasant, and professional fashion. Schedules new clients for intake appointments; provides explanation to client of what to bring and what to expect at first appointment.
• Verifies client’s insurance when scheduling.
• Works with clients and billing to resolve any client insurance issues that impacts client’s ability to receive treatment.
• Confirms client’s appointment and information; updates systems to reflect any changes.
• Welcomes and greets all clients as they arrive, orienting client to the space and providing company information, patient rights information, privacy information and other required notifications.
• Checks client in and scans all client-completed paperwork to the electronic health record. Notifies provider of client’s arrival. (Ensure that ROIs are obtained)
• Schedules client’s return appointment and checks client out at end of visit. Reviews and updates client’s care record, submitting to billing department.
• Serves to gather client information to assist billing department in the event of a coding denial. Maintains professional relationship with client as the face of Path Behavioral Healthcare, impacting the client’s care experiences.
• Requests and scans prior care records at the request of the clinical providers at the site. Follows up on requests to ensure that information is available.
• Manages mail, faxes, and office supply ordering for site.
• Identifies opportunities for marketing and business growth; prepares for and attends events when available.
• Update Rosters, Census, Referral log, and Provider Bios.
• Works with Business Development team to identify Referral Partners and communicate daily with Partners.
  • This includes following up on clients that were referred that didn’t show up and need to be re-scheduled, clients who are completing treatment. (ROI must be obtained)

Day to Day Team Member Responsibilites:

• Willingly serves in a professional and collaborative capacity with all other employees and Path Behavorial Healthcare.
• Fully understands and complies with all organizational processes and policies
• Takes initiative to help clients and others.
• Consistently practices active listening and maintains a pleasant, solution-focused attitude.
• Collaborates with all colleagues and coworkers to communicate with transparency and drive implementation of the organization’s goals, objectives and processes.
• Maintains an organized workspace and outpatient office.
• Is at work on time and ready to work, and leaves work at the completion of client care responsibilities.
• Maintain strict compliance with HIPAA guidelines and confidentiality agreements.
• Maintains a demeanor of positive professionalism.
• Assist with additional clerical services as requested

Assist Nurse Practitioner:

• Scheduling and rescheduling of patient appointments
• Take vitals to include height and weight.
• Take phone messages for NP.
• Order supplies.

Professional Development/Education*

• Attends all company education seminars, seeks other opportunities to grow knowledge of company and work responsibilities.
• Participates in site team meetings, company meetings, volunteers for special projects or committees that would enhance professional growth.

QUALIFICATIONS:

Education:

Preferred: Associates degree in a healthcare related field

Required: High school diploma with experience as noted below.

Certification:

Must hold active CPR certification

Experience/Skills:

Preferred: 1-year recent clerical, customer service or marketing experience in a behavioral health office

Minimum of 2 years’ experience in a clerical or customer service-related field in a healthcare environment

Thorough knowledge of billing and coding guidelines.

Thorough knowledge of privacy, HIPAA, and confidentiality requirements.

Physical Effort:

Requires working under stressful conditions or with interruptions.

Requires sitting, viewing computer monitors and keyboarding.

Must be able to lift 25 pounds

Interpersonal Skills: Requires excellent interpersonal and time management skills and a calm, professional style of communication.

Background: Must pass all federal and state background checks. Educational and work history will be confirmed in compliance with company policies. Required to pass all pre-employment drug, alcohol and Tb testing.

PERFORMANCE STANDARDS

1. DAY TO DAY CLIENT RESPONSIBILITIES

Measurement Criteria:

Source: Direct observation by Supervisor, management, clinical providers, or coworkers, assessments from Supervisor, clinical providers or coworkers, chart and billing reports review, review of client satisfaction reports.

5 Exceeds Standard: This employee provides a model for others on this standard and exhibits exceptional performance matched by few other employees. Requires no performance development or process improvement coaching concerning this standard.

4 In between Exceeds Standard and Meets Standard: Employee is viewed as performing very well on this standard. Requires minimal or infrequent amount of performance development or process improvement coaching concerning this standard.

3 Meets Standard: Employee is viewed as performing well on this standard. Requires normal amount of performance development or process improvement coaching concerning this standard.

2 In between Meets Standard and Does Not Meet Standard: Employee is viewed as not performing well on this standard. Requires more than the typical amount of performance development or process improvement coaching concerning this standard. Improvement is needed on this standard.

1 Does Not Meet Standard: Employee is viewed as performing poorly or not at all on this standard and requires immediate improvement. Requires a significant or unusual amount of performance development or process improvement coaching concerning this standard.

2. DAY TO DAY TEAM MEMBER RESPONSIBILITIES

Measurement Criteria:

Source: Direct observation by Supervisor, management, clinical providers or coworkers, assessment from Supervisor, other clinical staff also providing services to clients, review of client satisfaction reports, review of billing and attendance reports.

5 Exceeds Standard: This employee provides a model for others on this standard and exhibits exceptional performance matched by few other employees. Requires no performance development or process improvement coaching concerning this standard.

4 In between Exceeds Standard and Meets Standard: Employee is viewed as performing very well on this standard. Requires minimal or infrequent amount of performance development or process improvement coaching concerning this standard.

3 Meets Standard: Employee is viewed as performing well on this standard. Requires normal amount of performance development or process improvement coaching concerning this standard.

2 In between Meets Standard and Does Not Meet Standard: Employee is viewed as not performing well on this standard. Requires more than the typical amount of performance development or process improvement coaching concerning this standard. Improvement is needed on this standard.

1 Does Not Meet Standard: Employee is viewed as performing poorly or not at all on this standard and requires immediate improvement. Requires a significant or unusual amount of performance development or process improvement coaching concerning this standard.

3. INTERPERSONAL RELATIONS/TEAMWORK/PRODUCTIVITY

Measurement Criteria:

Source: Direct observation by Management, Supervisor, or coworkers, assessments from Supervisor, coworkers, review of assigned work timelines, schedules and client satisfactions surveys.

5 Exceeds Standard: This employee provides a model for others on this standard and exhibits exceptional performance matched by few other employees. Requires no performance development or process improvement coaching concerning this standard.

4 In between Exceeds Standard and Meets Standard: Employee is viewed as performing very well on this standard. Requires minimal or infrequent amount of performance development or process improvement coaching concerning this standard.

3 Meets Standard: Employee is viewed as performing well on this standard. Requires normal amount of performance development or process improvement coaching concerning this standard.

2 In between Meets Standard and Does Not Meet Standard: Employee is viewed as not performing well on this standard. Requires more than the typical amount of performance development or process improvement coaching concerning this standard. Improvement is needed on this standard.

1 Does Not Meet Standard: Employee is viewed as performing poorly or not at all on this standard and requires immediate improvement. Requires a significant or unusual amount of performance development or process improvement coaching concerning this standard.

4. PROFESSIONAL DEVELOPMENT

Measurement Criteria:

Source: Direct observation, review meeting attendance and education programs attendance by supervisor or designee, 360 assessments by Supervisor, other meeting attendees.

5 Exceeds Standard: This employee provides a model for others on this standard and exhibits exceptional performance matched by few other employees. Requires no performance development or process improvement coaching concerning this standard.

4 In between Exceeds Standard and Meets Standard: Employee is viewed as performing very well on this standard. Requires minimal or infrequent amount of performance development or process

improvement coaching concerning this standard.

3 Meets Standard: Employee is viewed as performing well on this standard. Requires normal amount of performance development or process improvement coaching concerning this standard.

2 In between Meets Standard and Does Not Meet Standard: Employee is viewed as not performing well on this standard. Requires more than the typical amount of performance development or process improvement coaching concerning this standard. Improvement is needed on this standard.

1 Does Not Meet Standard: Employee is viewed as performing poorly or not at all on this standard and requires immediate improvement. Requires a significant or unusual amount of performance development or process improvement coaching concerning this standard