Clinical Intake Coordinator

POSITION SUMMARY

The Clinical Practice Coordinator is responsible for completing all facets of daily front office and Center operations, client in-take, client authorizations, and provider scheduling across all departments of BGC and further ensure front end support is available to providers while operating with the overall safety, quality service and well-being of everyone at the Center.  This may include, but is no limited to, processing all paperwork for client intake and admissions, maintaining data and documentation in the Central Reach EMR system data, completing all tiers of center scheduling, insurance authorizations, client benefit check verifications, maintaining cancellation lists and client wait lists, training and onboarding of new providers, securing additional patient consents and all required forms annually, performing payor inquiries, obtain physician referrals, support team development and culture and serve as a primary point of contact for clients and prospective clients inquiring about Beautiful Gate Center’s programs and services.

The position requires skill in collaborating with multiple staff, making early morning schedule adjustments, creating multi-tiered scheduling for providers, reviewing utilization and analysis of staff resources, advanced planning, strong problem-solving abilities, strong analytical ability, advanced computer skills, strong knowledge of Excel worksheets, acting as liaison with various payor communications, and the ability to work in a fast paced, quickly changing environment to support the growth and diversity of the services offered by BGC. 

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 

General

• Oversee and support front office needs, coordinate around staff needs, and other client requests as they arise.
• Act as primary liaison regarding client/patient inquiries or requests as necessary.
• Oversee and support answering of incoming client/patient calls.
• Oversee and/or perform various clerical work that includes filing, copying, scanning, and faxing as needed.
• Ensure compliance with BGC policies and procedures (review manuals with employees on a continuous basis)
• Ensure compliance with all BGC handbooks and manuals (review manuals and handbooks on a continuous basis)
• Ensure compliance of HIPAA privacy and policy practices and standards of performance preferred (review HIPAA policies and practices with staff on continuous basis)
• Demonstrate accuracy, thoroughness, and personal accountability.
• Support all staff needs when using Central Reach EMR System.
• Maintain professionalism in all aspects of work and communications.
• Exemplify BGC’s Mission, Vision, and Core Values.
• Experience working collectively among executive leadership, a multi-disciplinary team, directors, administrative staff, while supporting a diverse clientele and busy schedule
• Demonstrate discretion and the ability to maintain confidential and private information across all settings.
• Assist Speech Pathologists with Assistive Technology device contract management and track inventory as needed.
• Develop understanding and working knowledge of provider ethics and common standards of practice required by ASHA (American Speech Hearing Association), the BACB (Behavior Analysis Certification Board) and AOTA/NOTA (American Occupational Therapy Association) (National Occupational Therapy Association).
• Assist with center accreditations or payor audits as they arise.
• Maintain and provide recurring accountability reports to Executive Director including intake quota reports, waitlists, treatment data production, staff utilization, timesheets, and more.
• Maintain Confidentiality around all areas of Center Operations.
• Support other duties and responsibilities as assigned or requested by Executive Director or other Directors.

In-Take/Admissions

• Oversee and assist each family through the intake or admissions process with a focus on customer service and satisfaction, updating families at each step of the process to include collaboration with Special Education Coordinator for Center-Based program (CBP) enrollment, assessment scheduling and participation.
• Ensure all patient in-take forms are up to date and completed accurately with copies scanned and stored electronically.
• Oversee and collect key demographics and insurance information required for medical claim billing purposes.
• Oversee and complete benefit checks to establish approval and payment of future claims.
• Oversee and submit pre-authorization requests and track/ process re-authorizations for number of approved treatment sessions.
• Oversee and track expiring authorizations on file.
• Oversee and provide collaborative support to obtain information from child’s physician, insurance companies, and families and secure required information/documentation to mitigate delays with intake.
• Oversee and perform new employee provider enrollment process for insurance credentialing, providing consistent follow up and updates on applications for all payors.
• Maintain meticulous and timely records within BGC’s EMR database system, of all interactions/communication with the child’s family, Medicaid, and the insurance companies.
• Participate in meetings to collaborate with Intake and CBP staff on clinical operation matters and scheduling of CBP operations.
• Oversee and communicate directly with families, clinical staff, leadership staff, practitioner’s offices, clinical outreach and other stakeholders to keep them informed about the intake process.
• Train new staff to perform all or some duties in this area as appropriate and/or as new job descriptions are developed by the Executive Director or Human Resources.

Baseline Scheduling

• Oversee and develop weekly and monthly clinical schedule for all staff and programs at BGC.
• Oversee scheduling for the completion of evaluations and assessments. 
• Oversee, document, track and report on all wait-listed families for all services and programs at BGC.
• Oversee and support daily calls or in person requests for client/patient scheduling as necessary.
• Coordinate with Executive Director regarding scheduling conflicts, staff utilization, recurring cancellations and other matters that halt, change or disrupt the scheduling of assessments and treatment hours on a weekly basis.
• Oversee and ensure calendar dates in clinic schedule are reserved and blocked for staff meetings, staff vacations, office closures, staff trainings, and other client/patient programming as necessary.
• Oversee and track re-schedule cancelled appointments as necessary to avoid client/patient regression and loss of revenue.
• Oversee and track secondary levels of scheduling to include, BCBA supervision hours, OT/ST supervision, etc.
• Review staff utilization weekly, monitor non-billable time, for strategic planning purposes and to eliminate loss of revenue or free time for staff training or collaboration to occur.
• Train new staff to perform all or some duties in this area as appropriate and/or as new job descriptions are developed by the Executive Director or Human Resources.

Center and Clinical Practice – General Operations

• Get to know the families and clientele on a first name basis.
• Track any supplies/resources/tools brough onsite at BGC by providers (not owned by BGC)
• Data entry employee timesheets for payroll processing
• Complete weekly quota sheets to review with Directors.
• Provide communication updates each week to Clinical Director relating to intake and utilization of staff to support clinical quotas.
• Complete Staff Utilization reports at each payroll period to review with Management.
• Assist SLPs with equipment loaner agreements
• Support the opening and closing procedures of the Center and collaborate with staff.
• Provide clinical training to staff as necessary.
• Assist Directors with office management matters as they might arise
• Ensure client records are locked and stored away at the end of each day.
• Provide training in various areas of operations for continued staff development.
• Accept and process financial payments from clients in the front office.  Issue cash receipts.
• Continue to cultivate a positive, professional, enjoyable, and supportive team culture towards the BGC Mission.

Client Authorizations

• Oversee and submit initial pre-authorization requests to obtain approvals for treatment sessions. Track and alert providers to available units when low.  Collaborate with providers and management as necessary.
• Oversee and submit renewal authorizations for expiring authorizations to obtain approvals for continued treatment sessions. Track and alert providers to available units when low. Collaborate with providers and Management as necessary. 
• Research and resolve matters involving denied authorizations.
• Record all authorization information accurately into Central Reach for every client.
• Provide collaborative support to obtain information from child’s physician, insurance companies, and families and secure required information/documentation to mitigate delays with billing claims.
• Maintain meticulous and timely records within BGC’s EMR database system of all interactions/communication with the SC Medicaid and the insurance companies as necessary.
• Train new staff to perform all or some duties in this area as appropriate and/or as new job descriptions are developed by the Executive Director or Human Resources.

POSITION QUALIFICATIONS

Competencies:

• Operational Management
• Team Management
• Knowledge of basic to moderate Human Resource administration
• Knowledge of board ethics with ASHA, BACB and NOTA/AOTA
• Strong organizational and electronic record-keeping skills required.
• Strong written, oral and soft communication skills required.
• Strong interpersonal skills to support client relationships.
• Strong conflict resolution skills
• Strong analytical and data problem solving skills.
• Demonstrate ability to be flexible and adapt to change.
• Maintain professional appearance at all times with staff, clientele and at BGC community sponsored events.
• Efficiencies and aptitude for critical thinking and problem solving required
• Must pass background checks with drug testing & fingerprinting included
• CPR and First Aid Certifications, preferred.
• Crisis Prevention Training
• Exemplary customer service skills
• Reliable attendance – flexible schedule to support vacancies and call outs.
• Energetic and enthusiastic, and detail oriented
• Comfortable with high volume transactions
• Comfortable attend many meetings
• Comfortable with ongoing telephone usage

SKILLS & ABILITIES

Education:             Bachelor’s degree in Public Health related field

Experience:  7-10 years of Clinical Administration or Practice Coordinator experience in a healthcare services environment preferred

Technology Skills: 

• Basic knowledge using PC, MAC, and IPAD technologies.
• Moderate knowledge of using EMR software, or similar clinical medical record system (Central Reach, Epic or Athenahealth preferred.
• Moderate knowledge of medical claim billing platforms
• Basic knowledge of Google eSuite Platform: Drive, Calendar, Meetings, Etc.
• Basic knowledge of Microsoft Word & PowerPoint
• Advanced knowledge of Microsoft Excel
• Basic knowledge of office technologies, i.e. iCloud technology for record keeping and document storage uploads, fax, scanner, label makers, laminating machine, printers, walkie-talkies, etc.
• Basic knowledge of VoIP commercial office telephone system

Other Requirements:

• Minimum age of 21
• Must be detail-oriented with excellent verbal and written communication skills and a willingness to spend long periods of time on the phone
• Applicants must be able to satisfactorily pass a background check to complete the hiring process.
• One year Employment Agreement required.

PHYSICAL DEMANDS

Sedentary and ambulatory work in a fast-paced customer environment with many overlapping tasks with intermittent disruptions throughout each day. Exerting up to 15 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

WORK ENVIRONMENT

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk considerable distances between campus buildings. The noise level in the work environment is mild to moderate in front office settings and overly moderate in other situations where clientele is present.