Medical, Clinical & VeterinaryClinical Support & Patient Administration
About the job
Requirements
A high school diploma is required.
At least 2 years of customer service experience, or a combination of education and experience, is required.
Current CPR certification from an approved American Heart Association or American Red Cross provider is required before hire and must be maintained; approved CPR certification must be obtained before hire.
Successful completion of Management of Assaultive Behavior training, including restraint and seclusion policies, is required before assuming patient care responsibility.
Must maintain current CPR and Handle with Care certifications.
Must communicate effectively orally and in writing, including legible handwriting, understanding written instructions, writing reports and appeals, and making verbal presentations during telephone interactions.
Must interact effectively with people from diverse roles, backgrounds, cultures, and socioeconomic classes, including people in crisis or resistant or negative toward the organization.
Must exercise appropriate judgment when answering questions and releasing information, and analyze and project the consequences of decisions and recommendations.
Must maintain self-control in potentially volatile situations, remain flexible, and handle disagreements without becoming easily frustrated.
Must handle confidential information sensitively.
Basic data-entry skills are required.
Must apply problem-solving, organizational, time-management, prioritization, and crisis-intervention skills.
Must demonstrate basic knowledge of treatment procedures, interventions for acute psychosis and non-violent crises, and medical and psychiatric emergency procedures.
Must know patient rights and laws pertaining to mental health.
Must work and concentrate amid noise, conversation, foot traffic, and frequent interruptions, and move between tasks.
Must have well-developed English verbal and written communication skills to exchange or provide information and build or maintain cooperative relationships.
With or without reasonable accommodation, must be able to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, and grasp, and perceive object attributes such as size, shape, temperature, and texture by touch.
Must express and exchange spoken information accurately, including detailed or important instructions, sometimes quickly and loudly.
Must meet the specified hearing ability, with or without correction, to perceive sound and detailed oral information and make fine sound discriminations.
Must perform repetitive wrist, hand, and finger motions; exert up to 100 pounds of force occasionally; and lift, carry, push, pull, or otherwise move objects, including carrying 20 pounds frequently and 10–50 pounds occasionally.
Must communicate clearly; see well enough to read charts, treatment plans, and typed materials; hear unit or department noises; and frequently discern odors.
Must meet the physical demands of both prolonged sitting and walking the facility grounds and units.
Responsibilities
Conduct in-person and phone conversations with people seeking mental health care or information about mental health-related services, and share information about the organization's programs and services to help them determine appropriate care.
Document and process Care Center calls in accordance with Care Center policies.
Obtain administrative approval for all admissions.
Complete admission data-entry paperwork in accordance with hospital policy.
Make follow-up calls to people who do not attend appointments.
Obtain pre-certification in accordance with insurance requirements and send verification-of-benefits emails.
Notify Administration of problems or significant events.
Identify safety problems and take corrective action.
Answer alarms and investigate disturbances.
Answer telephone calls, take messages, answer questions, and provide information during non-business hours or when the switchboard is closed.
Write reports about irregularities, property damage, theft, unauthorized persons, or unusual occurrences.
Respond to and document telephone and face-to-face inquiries from people seeking mental health care or information about mental health-related services.
Complete admissions paperwork when applicable.
Collaborate with interdisciplinary professionals to determine and provide appropriate patient care.
Provide social support to patients by creating and encouraging participation in support groups, social activities, and other therapeutic measures.
Maintain accurate records and documentation of patient treatments, immunizations, laboratory results, reactions to psychotropic drugs and other medications, written charts, patient activities, and progress in accordance with medical-record standards and hospital policies and procedures.
Help clients understand the nature of emotional disturbances and accept the need for treatment.
Comply with applicable laws, rules, regulations, protocols, and procedures.
Use professional judgment to select and apply appropriate intervention techniques with patients in crisis.
Help maintain a safe and secure environment for staff and patients.
Perform administrative tasks, including filing, answering phones, and entering progress notes into a computer.
Maintain patient confidentiality.
Stay informed about the organization's programs and services.
Participate in activities that support professional growth and development.
Meet the organization's ethics and customer-service standards.
Desired Qualifications
Experience in a behavioral healthcare setting, phone triage, telehealth, or case management is preferred.
Basic computer skills are preferred.
BLS and Handle with Care certifications are a plus.
The Patient Access Representative , will have in-person and phone conversations with people seeking mental health care or information about mental health-related services. You will learn about DBHH program sand services and share this information with others to help them determine the best health care solution for their situation.
Care Center calls must be documented and processed in accordance with Care Center policies
Administrative approval obtained for all admissions
Admission data entry paperwork is completed in accordance with hospital policy
Follow up calls are made to those failing to show up for appointments
Pre-certification is obtained in accordance with insurance requirements, and verification of benefits email is sent
Ensures Administration is notified of problems or significant events
Ensures safety problems are identified and corrective actions taken
Answer alarms and investigate disturbances.
Answer telephone calls to take messages, answer questions, and provide information during non- business hours or when switchboard is closed.
Writes reports on an irregularities, property damage, theft, presence of unauthorized persons, or unusual occurrences.
Responds to and documents telephone and face-to-face inquiries from persons seeking mental health care or information about mental health-related services.
Complete admissions paperwork (if applicable)
Collaborate with interdisciplinary professionals to determine and provide the best possible care for patients.
Provides social support for patients by creating and encouraging patients to take advantage of opportunities such as support groups, social activities and other therapeutic measures.
Maintains accurate records and documentation of patient treatments, immunizations, laboratory results, notes reactions to psychotropic drugs and other medications, written charts, patient activities and progress according to standard medical record keeping and hospital policy and procedures.
Assists the client in understanding the nature of emotional disturbances and accepting the need for treatment.
Complies with laws, rules, regulations, protocols, and procedures.
Uses professional judgment to ascertain and to apply appropriate intervention techniques with patients in crisis
Assists in maintaining a safe and secure environment for staff and patients.
Performs administrative tasks such as filing, answering phones and computer entry of progress notes.
Maintains patient confidentiality.
Stays abreast of organization's programs and services.
Participates in activities which enhance professional growth and development.
Upholds the Organization's ethics and customer service standards.
Education – High School Diploma required.
Experience – Minimum of 2 years customer service or combination of education and experience required. Experience in behavioral healthcare setting, phone triage, tele-health or case management, clinical preferred.
Required Licenses - Current CPR upon hire. BLS and Handle with Care certifications a plus.
Additional Requirements - Must provide proof of approved (AHA/ARC) current CPR maintain approved CPR certification prior to hire as well as successful completion of Management of Assaultive Behavior training including restraint and seclusion policies prior to assuming patient care responsibility. Must maintain current CPR and Handle with Care. Violators will be suspended up to termination if not compliant within 1 week of expiration.
Knowledge Skills and Abilities
Ability to communicate effectively both orally and in writing i.e. legible handwriting and ability to read and understand written instructions to include writing techniques for reports and appeals and verbal presentations for telephone interactions.
Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crises or resistant or negative toward organization.
Ability to exercise appropriate judgment in answering questions and releasing information; analyze and project consequences of decisions and/or recommendations.
Ability to exercise self-control in potentially volatile situations such as being verbally or physically confronted in a threatening or aggressive manner; must be flexible and not easily frustrated in dealing with differences of opinions.
Ability to handle confidential information with great sensitivity.
Basic data entry skills required, and preference for basic computer skills.
Problem-solving; organizational and time management; crisis intervention skills.
Displays basic knowledge of treatment procedures; interventions common to acute psychotic as well as non-violent crises intervention practice, medical and psychiatric emergency procedures.
Knowledgeable of patient rights and laws pertaining to mental health.
Must be able to work and concentrate amidst distractions such as noise, conversation and foot traffic; ability to handle interruptions often and be able to move from one task to another.
Skills in problem solving, prioritizing, organizational and time management
Well-developed verbal and written communication skills in English. Skill to communicate effectively in order to exchange and/or provide information, build and/or maintain cooperative relationships.
Physical Requirements/Environmental Conditions - With or without reasonable accommodations must be able to:
Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips.
Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.
Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.
Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects. Have the ability to lift and carry 20 pounds frequently, 10-50 pounds occasionally.
Have the ability to communicate clearly and see well enough to read charts, treatment plans and typewritten material, hear well enough to detect noises on the unit/department and have the ability to discern odors frequently
Must be able to meet the physical demands of the position to include both sitting for long periods of time and walking the grounds and units of the facility
This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the hospital.
If you are among the most competitive and qualified candidates for the job, you will be contacted directly by one of our hiring managers. Due to the high volume of applications we receive, we are unable to respond to individual inquiries regarding your application status. Good Luck & we hope to meet you soon!
Dallas Behavioral Healthcare Hospital is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
Full-time employees are eligible for medical, dental, vision, company paid disability, 401(k) and a generous amount of paid time off.