POSITION DESCRIPTION:

Provides front line support to the Outpatient Psychiatry and Counseling Center through the performance of phone screenings, assigning prospective patients to therapists and physicians, patient phone calls and assisting occasional walk-in clients. Assists with maintenance of the intake database and monthly reports on intake activity. Performs other duties as needed.

ESSENTIAL JOB FUNCTIONS:

Intake Responsibilities:

1. Under general direction of the Practice Manager or designee, provides intake services to callers and walk-ins requesting outpatient mental health, chemical dependency or psychoeducational services; schedules appointments for appropriate callers.
2. Triage urgent/emergent phone calls, sending to required staff if appropriate. Offer support and guidance via phone, following emergency protocols as designated by office.
3. Assists in coordinating available appointment times and skills of clinical staff with callers qualifying for services at the Outpatient Psychiatry and Counseling Center.
4. Supports other offices requiring mental health support via scheduling appointments directly with PCP and/or staff, managing and triaging appropriate referrals for clinic and assigning to designated providers.
5. Assists in maintaining intake logs, enters demographic data on cases new to the clinic into intake database, prepares monthly/periodic reports of intake service requests/actions, customer satisfaction and related process and outcome variables.
6. Monitors clinic work queues, waitlists and recall lists daily, ensuring compliance.
7. Compiles and forwards all required information for prior authorizations to appropriate parties to ensure medications are received and accurately filled in a timely basis.
8. Manages and maintains therapy and physician schedules, appointment types, admin time, etc., reorganizing and/or rescheduling as needed.

Reception Responsibilities

1. Courteously greets visitors to the office. Answers telephone calls in accordance with IHA telephone etiquette guidelines. Takes and relays accurate, comprehensive, dated and signed messages in a timely manner.
2. Schedules meetings and appointments, makes phone calls, works patient registries, mails and faxes letters and documents in a timely manner. Sends all no-show letters.
3. Maintains postage meter and petty cash fund.
4. Manages relevant filing systems. Files medical charts. Manages fax server, clinical pools, Indirect Work support, e.g., managing tasks.
5. Organizes and maintains inventory of office supplies and stock printed material.
6. Monitors, organizes and keeps work area clean.
7. Attends required meetings and training and participates in committees as requested.

Administrative Assistant Responsibilities:

1. Serves as primary contact person for other staff regarding routine facility and office equipment issues, IT issues, chart abnormalities and other tasks requiring problem solving.
2. Creates meeting packets, takes notes at meetings as needed.
3. Sorts and manages incoming mail & packages.
4. Creates and updates miscellaneous memos, forms and signs to communicate with office staff. Develops and updates spreadsheets.
5. Implements office improvements as needed.
6. Assists with coordinating office functions (i.e., luncheons, breakfasts, dinners), interviews, special events, gatherings, and meetings.

Other Responsibilities:

1. Completes special projects and performs other administrative support duties as needed.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the medical office clerical team.
3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
4. Maintains knowledge of and complies with IHA standards, policies and procedures.
5. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
7. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
8. Uses resources efficiently.
9. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: High School graduate or equivalent; additional education in social work, psychology or similar field is preferred.

CREDENTIALS/LICENSURE:None

MINIMUM EXPERIENCE: Minimum one year medical office experience as a Medical Receptionist or Medical Secretary.