DESCRIPTIONThe Intake Specialist is part of an integrated team and provides support to the mental health counseling staff and the Office Manager. This position is the initial primary administrative contact for Light Counseling and is supervised by the Client Care Manager.We are seeking an experienced and motivated individual to join our team as an Intake Specialist As part of our care team, you will be the first point of contact for current and potential clients, visitors, community partners and referral sources. You will gather vital information to collect a complete referral (from another provider, self-referral, etc.) and coordinate clients entry into our care system before placing them in our scheduling system. You must have strong communication skills, experience with accurate data entry, and knowledge of common behavioral health and medical terminology. The Intake Specialist will also provide support duties to include (but not limited to) greeting persons entering the office, handling client referrals, collecting registration paperwork and client payments, answering inquiries via in-person, phone, or email settings; and scheduling and rescheduling sessions.LEVEL OF RESPONSIBILITY:Employment with Light Counseling is of a confidential nature and operates in accordance with federal and state privacy laws and practices (i.e. HIPAA). All work is performed under supervision, but does require the ability to effectively function independently, with flexibility, initiative, maturity and decision-making within the framework of Light Counseling policy and procedures. DUTIES AND RESPONSIBILITIES:
- Add's new clients into the Electronic Health Record (EHR).
- Verifies client's insurance coverage and eligibility for services
- Promptly processes referrals with internal providers or refers them to the appropriate external care provider
- Performs data management of consents, socio-demographics, insurance information, and referrals.
- Ensures all necessary intake paperwork, consents, disclosures, and releases are completed before sessions.
- Updates EHR with information from releases, paperwork, etc.
- Fills provider schedules with current clients that don't have a future appointment
- Conduct interviews with referral sources or prospective clients to determine service needs and eligibility.
- Secures office/building at end of day (locks all files, offices, and external entries, straightens up waiting room and kitchen, turns off internal lights and turns on exterior lights).
- Learns and provides support for various electronic applications and platforms used by Light Counseling
- Establishes and maintains a good rapport with medical, business, community groups, and other potential referral sources so Light Counseling may respond to community needs, enhance public relations and coordinate services.
- Verifies room assignments
- Provide front desk office support when needed
- Supports safety initiatives and maintains an environment of safety for clients, staff, and visitors.
- All other duties as assigned
KNOWLEDGE, SKILLS, & ABILITIES
- Knowledge of office operations and customer service practices
- Ability to listen to others and interact well with the public
- Understanding of federal and state privacy and security laws, regulatory requirements, and standards for maintaining information security and confidentiality.
- Knowledge of commercial and government insurance plan and coverage
- Knowledge of key insurance terms and how claims are processed by a health plan (i.e. coinsurance, deductibles, copays, etc.).
- Must demonstrate an understanding of and an appreciation for cultural diversity and inclusivity
- Ability to learn quickly new and existing tasks, platforms, and workflows
- Ability to effectively communicate information and respond to clients, staff, and community partners.
- Demonstrate the ability to focus on details, complete assigned projects, meet deadlines, and prioritize multiple competing tasks in a fast-paced, team-based environment
- Ability to define problems, collect data, establish facts, research solutions, and draw valid conclusions.
- Ability to problem-solve a variety of hardware and software issues;
- Ability to provide assistance with practice billing and collections
- Be detail-oriented, organized, self-motivated, and possess strong time management and problem-solving skills to handle multi-faceted conversations and situations
- Be proficient with operating Microsoft devices
- Be proficient with Microsoft Office 365 (Outlook, Word, Excel, Teams), and have the initiative to learn and become proficient with all other platforms and applications.
The Intake Specialist is an integral part of the team and must be willing to not only be flexible, but also learn and accept new responsibilities, work well with others, and contribute to the mission and values of Light Counseling. The Intake Specialist must represent Light Counseling to all clients in a manner that reflects its values.MINIMUM QUALIFICATIONS
- High School diploma or equivalent
- Related experience in customer service
- Experience processing referrals and verifying eligibility
- Experience with Electronic Health Records preferred
- Moderate computer proficiency
- Excellent oral and written communication skills.
- Valid Driver's License and acceptable driving record.
- Complete all required background checks and drug testing.
- The employee has never been convicted of, or pled guilty (including, but not limited, a plea of no contest) to crimes other than minor traffic offenses and comparable offenses;
- Passing a satisfactory pre-employment credit and background check
- Satisfactory response from professional and personal references