New Patient Coordinator

Location: TBD

Supervisor: Practice Manager

Hours: FTE 40 hours/week

Compensation: $21.00

Primary Function:

The New Patient Coordinator is the first point of contact for almost all new patients. They are in charge of scheduling new patients coming into Portland Mental Health and answering incoming calls from existing patients. The New Patient Coordinator may perform other administrative tasks as requested by the management or clinical staff.

Essential Functions:

• Use an Electronic Health Record system to perform the majority of job responsibilities
• Respond to new patient inquiries submitted online and via telephone calls within 2 business days (whenever possible)
• Screen patients, collect insurance information, assign the patient an account number and schedule an appointment in accordance with clinician and/or office guidelines
• Verify insurance benefits for all new patients
• Update patient demographics as needed
• Routinely update the list of external referrals
• Manage the patient waiting list on a routine basis
• Cancel/reschedule appointments as needed; notifies appropriate clinic personnel
• Obtain authorizations for all HealthShare patients through an online portal
• Provide referrals if patients are not appropriate for services at Portland Mental Health and Wellness
• Coordinate administrative efforts between clinician and patient
• Facilitate internal referrals for patients when their clinician leaves the practice
• Respond to New Patient Support tickets, typically created by the clinician, within 2-3 business days
• Obtain and communicate messages in an accurate and timely manner

New Patient Coordinator must show the ability to:

• Work well independently
• Communicate professionally and effectively with patients and clinicians
• Answer electronic phone systems with excellent phone demeanor; warm/friendly tone, articulate, provide inteligible responses to patient questions or concerns
• Work with Mac OS & GSuite
• Demonstrate a strong understanding of HIPAA policies and regulations
• Demonstrate a strong attention to detail and organization
• Show compassion: New Patient Coordinator sees people during moments of trauma or crisis, where they and their family are vulnerable or in pain
• Demonstrate patience: Being patient with people who may have trouble communicating or understanding what is happening is important in this role
• Follow policies and procedures to contribute to the administrative efficiency of the practice
• Demonstrate strong computer skills including web based systems

Performance Requirements: 

Knowledge: 

• Knowledge of or willingness to learn the practice’s policies and procedures. 
• Knowledge of or willingness to learn industry specific terminology and insurance practices. 
• Knowledge of grammar, spelling, and punctuation, for effective and appropriate communication.
• Knowledge of web-based computer programs and applications in an Apple/Mac environment
• Demonstrate a strong understanding of HIPAA policies and regulations

Skills: 

• Use office equipment, and handle and file paperwork adequately.
• Handle incoming phone calls and respond or resource appropriately. 
• Communicate effectively, both verbally and in writing. 
• Gather, interpret, and report insurance information. 
• Navigate patient privacy with critical thinking and follow through.

Abilities: 

• Demonstrate compassion: Employees sees people during moments of trauma or crisis, where they and their family are vulnerable or in pain
• Demonstrate patience: Being patient with people who may have trouble communicating or understanding what is happening is important
• Ability to work effectively as a team member, and to communicate clearly, compassionately, and respectfully, with medical and mental health professionals, as well as with administrative support staff.

• Ability to interpret and understand insurance benefits.

• Ability to flexibly respond to changing demands within the work environment. 

• Ability to organize and prioritize tasks, time, and responsibilities effectively, as well as to work independently and with minimal supervision.

• Ability to establish and maintain effective working relationships with patients, employees, and the public. 
• Ability to function proficiently in a web-based computer environment.
• Work with Mac OS & GSuite

Equipment Operated: Standard office equipment, including computers, copiers, printers, telephones, etc. 

Work Environment: When working from a PMHW office, the position is in a well-lit office environment. Varied activities including sitting, standing, walking, reaching, bending, and lifting. 

Mental and Physical Requirements: Involves sitting approximately 90 percent of the day, walking or standing the remainder. Ability to tolerate mental and emotional distress as an anticipated aspect of the position. May require working under stressful conditions. 

This description is intended to provide only the basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as the practice’s needs evolve. Regular and predictable attendance is an essential function of every job.

The requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. By signing below, you acknowledge that you are able to perform the Essential Functions of this job, with or without accommodation. If an accommodation is needed, you acknowledge that you have been given an opportunity to discuss this with People & Culture.

Portland Mental Health & Wellness offers a competitive benefits package for full time employees that includes:

• Paid sick time (40 hrs to start)
• Paid holidays
• Paid vacation
• Health, dental, vision insurance
• Employer Paid Life/AD&D
• Voluntary Short Term Disability
• 401K retirement with 3-4% company match once eligible
• Quarterly profit sharing
• 20% discount on vitamins & supplements through Wellevate