Description
Department: Operations
Position: Referral and Scheduling Care Coordinator (RSCC)
Requirements: Hybrid and remote options may be available.
Salary Range: $16.57 - $24.87
FLSA: Full Time; Non Exempt
GENERAL DESCRIPTION
The Referral & Scheduling Care Coordinator (RSCC) is an instrumental member of the operations team at Frontier Psychiatry, responsible for overseeing a range of administrative functions related to patient referral management and scheduling. This position plays a pivotal role in facilitating access to quality psychiatric and addiction care for underserved communities. In addition to managing referrals and coordinating care schedules, the RSCC also performs reporting tasks and undertakes additional projects as requested by their supervisor.
ESSENTIAL FUNCTIONS
Referral Management:

• Process all incoming referral faxes within three business days.
• Follow up on pending referrals, ensuring attempts to contact patients has been made a minimum of three times and referring provider has been contacted, thus closing the "referral loop".
• Adhere to no-show and dismissal policies for patients which includes sending certified letters and/or secure emails to non-adherent patients.
• Discuss referral details and expectations with patients.
• Manage referral lists and schedule patients with appropriate providers.
• Enter complete and accurate patient demographics and insurance information into the EHR.
• Ensure patients insurance is valid and active and covers telehealth services via performing eligibility checks.
• Maintain communication with referring providers throughout the referral process.
• Register patients via abstracting information from incoming referral documents.
• Notify Lead RSCC if new referral facilities or providers need to be added to the system.

Patient Scheduling:

• Conduct various types of scheduling, including new patient appointments, follow-ups, reschedules, cancellations, and transfers of care.
• Schedule pre-visit appointments as necessary.
• Document patient appointment cancellations and manage requests sent to the schedule email group.
• Coordinate patient portal invites and maintain accurate patient records in the EHR.
• Manage provider schedules, ensuring full utilization.
• Assist providers with follow-up scheduling and other scheduling needs as required.
• Answer phone calls in a pleasant manner and address all voicemails by the end of day. Triage and transfer calls as needed.
• Collect copayments and/or outstanding balances when prompted.
• Promptly correct registration errors as assigned by the billing department.
• Provide patients with cost estimates for services per policy.
• Fulfill daily assigned duties promptly and effectively.

Administrative:

• Attend weekly/monthly departmental and facility wide meetings, in addition to ad hoc meetings.
• Actively participate in group discussions and meetings.
• Communicate with appropriate colleagues should issues or questions arise.
• Name and index documents per HIM protocols.
• Perform all other related work as requested or assigned.
• Contract Clinic Scheduling:
• Act as the primary contact for contracted clinics.
• Schedule patients for clinics within specified contract timeframes (e.g., 30 days, 7 days).

EDUCATION, EXPERIENCE AND REQUIREMENTS

• High School diploma or equivalent education, and/or training and experience that demonstrates the ability to perform the duties of the position.
• Comfortable speaking with patients and clients, demonstrating empathy and professionalism in all interactions.
• Able to deal with ambiguity and proactively problem solve, adapting to changing circumstances and finding solutions to challenges.
• Professional attitude that aligns with Frontier Psychiatry's Core Values.
• Preferred experience working with Electronic Health Record (EHR) systems.
• Excellent interpersonal and customer service skills, fostering positive relationships with patients, caregivers, and healthcare providers.
• Proficient in Microsoft Office Suite and Google Suite or related software.
• Excellent organizational skills and attention to detail, ensuring accuracy and efficiency in all tasks.
• Ability to work independently while also collaborating effectively within a team environment.
• Willingness and ability to spend significant time communicating with patients and stakeholders via phone.
• Clear communication of breaks, lunches, or time away from duties to ensure continuity of patient care.
• Ability to work well with others, fostering a collaborative and supportive work environment.

KNOWLEDGE, SKILLS AND ABILITIES

• Passion for improving access to mental health and addiction care in rural and underserved communities.
• Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.
• Empathy and sensitivity when interacting with patients and caregivers, recognizing the unique needs and challenges they may face.
• Strong problem-solving skills with the ability to navigate complex care coordination issues and resolve conflicts effectively.
• Team player mentality with a willingness to collaborate and support colleagues in achieving shared goals.
• Adaptability and flexibility to respond to changing priorities and unexpected situations with resilience and professionalism.

ENVIROMENTAL WORKING CONDITIONS

• Office-based role with potential for remote work arrangements, depending on organizational needs.
• Extensive phone time required, including communication with patients and healthcare providers via phone, email, and other virtual communication channels.
• Collaboration with interdisciplinary teams and external partners to coordinate care across different settings and organizations.

PHYSICAL AND MENTAL DEMANDS

• Ability to sit for extended periods and use a computer for tasks such as data entry, scheduling, and communication.
• Capacity to manage emotional and psychological demands associated with working in a healthcare environment, including exposure to patient distress and sensitive information.
• Resilience and self-care practices to maintain personal well-being while supporting others in their healthcare journey.
• Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
• Manual dexterity sufficient to operate a keyboard, telephone, copy machine, printer, and other office equipment as necessary.

The Referral & Scheduling Care Coordinator position in the United States of America offers an estimated hourly rate of: $16.57 - $24.87.
Compensation determinations consider various factors such as qualifications, location of the role, and market alignment. Our benefits package encompasses paid time off, including paid sick time, paid vacation, and 8 paid holidays. Additionally, employees enjoy a paid day off for their birthday, a 401(k) plan with company match, and much more.