Patient Representative I, Behavioral Health

POSITION SUMMARY

The Behavioral Health Patient Representative will serve as the primary point of contact for the Behavioral Health (BH) Department, reporting to the Medical Director of Behavioral Health. The Patient Representative (PR) will assure that the provision of high-quality; cost-efficient, culturally sensitive services comply with all Federal, State, and Local agency policies and procedures.

KEY FUNCTIONS & RESPONSIBILITIES

• Answers telephone calls promptly, identifies self and the center, refers calls to the appropriate department, and appropriately handles urgent calls. Accurately communicates phone messages as needed.
• Assists in scheduling return appointments, confirming patient demographics, and updating the computer system as necessary.
• Registers patients and contacts them to confirm scheduled visits in accordance with center procedures.
• Checks in patients as they arrive, updating their status in the system as “Arrived,” “No-Show,” “Walk-In,” or “Cancelled.”
• Notifies appropriate personnel of patient arrivals according to center protocol and secures the patient’s medical record for use by the Medical Assistant.
• Monitors the reception area, updates appointment statuses by the end of the day, alerts clinical staff of unusually long wait times, and seeks assistance in managing unusual or conflict situations.
• Performs additional clerical duties such as scanning, scheduling, documenting appointments or referrals, completing medical records release forms, and printing the provider schedule the day before.
• Reviews the schedule one day in advance to prepare necessary registration updates, including HIPAA forms, Consent to Treatment, M-CHAT, ASQ, patient profiles, and any other required paperwork.
• Exhibits and promotes a standard of excellence in all duties and interactions with patients, co-workers, and external contacts.
• Works with various programs such as dental, family planning, and medical, following applicable policies, procedures, workflows, and guidelines.
• On-site presence is essential for this role.
• Processes billing and collections.
• Delivers patient care instructions as directed.

EDUCATION AND EXPERIENCE

• High school diploma required; AA or BS degree preferred, or equivalent relevant experience.
• Minimum of one year of relevant work experience, preferably in a medical setting, or a combination of training and experience sufficient to perform clerical and administrative duties.
• Current CPR certification is preferred.
• Customer service experience required.
• Proficiency with computers and relevant EHR systems required; eCW a plus.

OTHER SKILLS AND ABILITIES

• Bilingual (English/Spanish) preferred.
• Excellent communication and interpersonal skills to greet and assist patients and visitors in person and over the phone.
• Ability to maintain professionalism, courtesy, and customer service in high-pressure or difficult situations.
• Strong literacy skills to read, write, and accurately update patient records, relay messages, and complete documentation.
• Professional appearance and demeanor required at all times.

WORKING CONDITIONS

• Must be able to work physically on-site Monday through Friday, from 8:00 a.m. to 4:30 p.m.
• Prolonged periods of standing, bending, or working at a computer are required.
• Must be able to lift up to 15 pounds.
• Must be able to work under stressful conditions in a controlled, enclosed environment on a daily basis.
• Work environment may involve exposure to potentially hazardous materials and situations that require safety precautions and personal protective equipment.

Why work at CCI?

• Extensive benefits plan including PTO
• 403B Retirement Plan
• Tuition reimbursement opportunities
• Continuing education assistance; can be used toward obtaining certifications, renewal of certifications, or possible conference attendance.
• Our providers are insured for malpractice under FTCA.

Equal Employment Opportunity (EEO)

CCI Health Services does not unlawfully discriminate based on race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer related or genetic characteristics or any genetic information), marital status, sex, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law. All personnel decisions are to be administered in accordance with this policy and in compliance with applicable federal and state law, including, but not limited to, decisions regarding recruitment, selection, training, promotion, compensation, benefits, transfers, lay-offs, tuition assistance, and social and recreational programs.

The CEO & President of CCI and all managerial personnel are committed to this policy and its enforcement. Employees are directed to bring any violation of this policy to the immediate attention of their supervisor, Human Resources, or the CEO & President. Any employee who violates this policy or knowingly retaliates against an employee reporting or complaining of a violation of this policy, shall be subject to immediate corrective action, up to and including termination of employment. Complaints brought under this policy will be promptly investigated and handled with due regard for the privacy and respect of all involved.