Required Qualifications:   

Licensure, Education, & Experience:  

HS diploma/GED required; Bachelor’s degree in a related field preferred. Three years previous administrative, two of which working in a medical setting is required

 

Essential Duties and Responsibilities:

·         Answer all calls through appropriate call queues

·         Resolve all questions from callers and/or route call to appropriate site/department

·         Complete all documentation in EMR and marketing systems related to calls

·         Complete initial prescreening and make determination of appropriateness for scheduling based on exclusionary guidelines

·         Schedule new and returning patients appropriately in EMR system

·         Complete follow-up duties necessary to resolve all outstanding issues, and complete scheduling of LOCA for new/returning patients

·         Complete outbound call duties – related to calls and/or assigned tasks (voicemails, faxes, web submissions, team email monitoring)

·         Maintain performance as related to KPIs and performance/quality review measures

 

Supervisory Responsibilities

None

 

Job Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

·         Strong communication skills, both written and verbal

·         Ability to retain and recall knowledge as it relates to EMR and marketing applications, as well as behavioral health

·         Exceptional interpersonal and rapport building skills – well developed listening skills, patience, and empathy

·         Ability to manage time and organize work flow to ensure all call situations are handled efficiently and timely

·         General knowledge of behavioral health overall and general needs of the public as it relates to mental health and substance use

·         Ability to work autonomously and at times, under high stress situations related to psychiatric crisis calls

 

Physical Demands

While performing the duties of this job, the employee is frequently required to talk or hear. The employee is regularly required to sit, stand, use hands to finger, handle, or feel, and reach with hands and arms. The employee is seldom required walk, stoop, twist, kneel, or crouch. The employee must seldom lift and/ or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 

Work Environment

 This position is remote with the option to travel to corporate facilities and offices. The noise level at corporate   

 facilities and offices is usually moderately quiet & indoors. Incumbent may be exposed to virus, disease, and/or

 infection from clients in the work environment.  Incumbent may be exposed to traumatic situations (i.e. psychiatric).

Pyramid CORE Values:

We are committed and proud to live our CORE values and use them to inspire those around us. Our employees are expected to align with these values, behaviors and standards. We are held accountable for upholding these CORE Values: INTEGRITY is striving to be honest, transparent and ethical when dealing with clients, staff and the community. DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence. PASSION is genuine, compelling and relentless desire to improve lives and support Pyramid Healthcare’s mission.