Behavioral Health Office Coordinator

Pay Range:$25.00 - $31.88

Provide administrative support to program staff and management. Works directly with patients to obtain and verify information during the registration process as well as other duties to support patient care. Position is first line of contact for all telephone calls and patients presenting in crisis. Position requires ability to work under pressure with many interruptions. Position often works in an environment with multiple tasks at hand requiring prioritization. Position may also provide front desk coverage as necessary.

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health insurance, dental, and vision benefits, life insurance and long and short-term disability, and more.

Key Essential Functions and Accountabilities of the Job

Greet and assists patients and family members at the designated facility

• Checks patients in and out for appointments and schedules follow up appointments as needed or directed.
• Collects, verifies, and enters demographic, financial and/or insurance information and accurately enters the information into the electronic health record to ensure prompt and accurate billing.
• When scheduling, responsible for scheduling and facilitating telehealth for clients to connect to/from other locations.
• Screens patients for priority risks and raises questions and concerns on complex patient situations to the clinic supervisor(s).
• Completes Mental Health Initial Contact form with client.

Responsible for processing, accepting, and tracking referrals/consults for clinic

• Responsible for scheduling appointments for intakes and ensuring all documentation is completed.
• Responsible for working with clinic supervisor(s) to assign the patient for an assessment.
• Responsible for collecting required consents.

Responsible for calling clients for appointment this can include the following

• Intake appointments.
• No Show or Cancelled appointments.

Responsible for reviewing collected documentation for accuracy

• Identifies Release of Information (ROI) and submits completed document to Health Information Management.
• Reviews Intake Packet for completion and accuracy.
• Reviews Annual Consents are collected and in patient EHR.
• Provides support to Assessment and Referral by assisting clients in completing Intake documentation.

Responsible for Opening and Closing Duties

• Turn on/off the lights to the clinic and unlock/lock common spaces and storage.
• Checking phone messages upon arrival and throughout the day.
• Responsible for preparing necessary paperwork that needs to be collected from patients.
• Responsible for checking printers/fax machines and ensuring confidential content is not left out.
• Secure and/or shred confidential material.
• Print the schedule for the next day and secure before departure.
• Ensure common areas are tidy including conference rooms, classrooms, and lobby.

Maintains confidentiality of all verbal, written, and electronic forms of communication or information sharing

• Responsible for scanning documents and ensuring that all information is uploaded to the proper location.
• Responsible for data collection and entry including but not limited to internal, State, and Federal data.
• Completes and maintains patient-specific training, e.g., BHA, Crisis, or other therapeutic skills and techniques.

Responsible for following the highest standards of SEARHC mission, vision, and values

• Responsible for remaining calm and supporting clients when they appear upset or overwhelmed and must request a supervisor if a client becomes distressed.
• Responsible for remaining culturally aware, and valuing others cultural differences as well as their strengths.
• Responsible for talking respectfully to clients, staff, and supervisors without exception.

Required to complete On-the-job training

• 1)HIPAA Compliance and Patient Confidentiality - Training on maintaining privacy and confidentiality of patient information, understanding HIPAA regulations, and managing sensitive records securely.
• 2)Behavioral Health Documentation Systems -Hands-on training in using electronic health records (EHR) or practice management systems specific to behavioral health, such as documenting client appointments, progress notes, and billing.
• 3) Crisis Management and De-escalation Techniques- Education on recognizing behavioral health crises, supporting staff in high-stress situations, and understanding emergency response protocols.
• 4) Insurance Verification and Billing Processes - Instruction on verifying coverage for behavioral health services, and addressing billing inquiries.
• 5) Customer Service and Patient Communication Skills - Training on communicating effectively with diverse populations, managing challenging patient interactions, and fostering a supportive office environment.

Other Functions

• Works collaboratively with peers and/or colleagues, aiding as needed to meet the needs of patients and organizational goals.Key Essential Functions and Accountabilities of the Job 

• Manages scheduling resources for patient appointments 
• Manages communication tools for patient scheduling requests by patients and care teams 
• Manages the pre-registration review process for insurance verification for upcoming appointments 
• Manages follow-up appointment request  
• Retrieves payment collection for services, flat rate services, co-pay or up-front collections 
• Collects documentation by the requirements and timeliness for registration compliance 
• Scan registration documents into the electronic health record 
• Reviews and assigns insurance tiering for proper payor assignment.  
• Validates insurance eligibility and pre-authorization requirements 
• Communicates with peers, patients and care teams through multiple communication channels for appointment requests and patient-initiated outreach 
• Create new patient profiles in the electronic health record with quality data input of demographic information and proper identification collection 
• Manages multiple worklists assigned: New Patient Registration Worklist 
• Schedules and register for various disciplines: Primary Care, Behavioral Health, Optometry, Rehabilitation, Radiology, Laboratory, and others. Cross training for assigned coverage as a PRS.  
• Coordinates signing up patients in the MySEARHC patient portal 
• Enacts SEARHC’s 7 Standard of Service Excellence and provides exceptional customer service delivery  
• Works well with peers, patients, and leadership  
• Participates in departmental improvement efforts, maintains a clean and safe working environment for self, staff, and patients, and maintains compliance with annual competencies.  
• Identifies community resources, fosters partnerships, and utilizes resources effectively. 
• Refers all patients without insurance coverage or questions to a Financial Counselor for resolution.  
• Refers patients to the Patient Health Benefits team for screening/enrollment in available/qualified insurance resources  
• 80% of the job will require registration and insurance verification work, 20% patient and care team scheduling request communication. 
• Other duties as assigned. 

Additional Details:

Education, Certifications, and Licenses Required

• High school diploma or equivalent.
• Must currently hold or be actively pursuing certification as a Behavioral Health Aide or Chemical Dependency Counselor.

Experience Required

• Two years of office experience, medical office experience preferred.

Knowledge of

• Office functions
• Computer applications.
• Office machines and equipment.
• HIPAA privacy rules.

Skills in

• Verbal and written communication.
• Problem solving.
• Time management, organization, and customer service.
• Data entry with a high degree of accuracy and detail orientation.

Ability to

• Prioritize work and multi-task in a fast-paced office setting with many interruptions.
• Self-start and willingness to learn.
• Read and comprehend instructions, correspondence, and memos.
• Demonstrate time-management, organizational, and customer service skills.
• Work with accuracy and detail.
• Maintain professional composure during stressful times.

Computer Skills: 

• Proficient in Microsoft Office Products including Word, Excel, and PowerPoint.
• Experience using Electronic Health Records is Required.

Travel Required: 

Less than 10% travel expected.

Safety and Risk Management Responsibilities: 

Employees are responsible for complying with safe work rules; reporting all accidents and injuries immediately; cooperating in all accident and injury investigations; reporting defective equipment and unsafe conditions.

Physical Demands: 

• While performing the duties of this job, the employee is regularly required to talk or listen. The employee is frequently required to stand, walk, sit, use hands to finger, handle or feel and reach with hands and arms.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch or crawl.  The employee must lift and/or move 25 lbs.

Work Environment: 

• The noise level in the work environment is usually moderate.
• The setting for this role will include office and healthcare settings.
• The normal work routine involves no exposure to blood, body fluids or tissues.

Position Information:

Work Shift:OT 8/40

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!