JOB SUMMARY: 

Under the general supervision of a licensed clinician, assesses, prioritizes and refers telephone calls received by patients or referral sources. Schedules new patient appointments and makes referrals to outside agencies as necessary.

EDUCATION/EXPERIENCE: 

Bachelor's degree in a Social Science or Nursing OR current license to practice as a registered nurse (RN) required. Six months of directly related experience performing telephone triage of patients in the applicable setting required. Experience in the department to be served and knowledge of current insurance practices/procedures preferred. 

ESSENTIAL FUNCTIONS: 

1. Answers calls received by patients or referral sources. Assesses the urgency and nature of the patient's situation in order to determine when and by whom the patient should be seen. 

2. Schedules new patient appointments with the appropriate physician or health professional based on the specific needs of the patient, level of urgency, and physician availability. 

3. May coordinate inpatient admissions, partial hospitalizations, and outpatient ECTs. 

4. Performs telephone crisis intervention if required for position. Directs calls as appropriate to supervisor or physician. 

5. Communicates with referral sources (i.e., insurance companies, employee assistance plans, other physicians, social services personnel, etc.) in order to obtain necessary patient information. Makes determinations regarding the patient's condition in order to gather complete information. 

6. Assists patients in locating alternative community resources when necessary. Must be familiar with alternative service providers in medicine, mental health, allied health, etc. 

7. Obtains and reviews all intake information (hospital reports, physician records, reports of results of previous evaluations, etc.) necessary to determine patient needs, if required. Consults with appropriate clinicians regarding scheduling of patients as needed. 

8. Maintains databases and prepares reports as required. 

9. Participates in departmental meetings as necessary. 

10. Performs other related duties incidental to the work described herein. 

SKILLS/QUALIFICATIONS: 

Excellent oral communications skills Knowledge of community resources particular to the position to be filled Ability to communicate effectively and efficiently with patients and referral sources Special expertise in particular types of patients/referrals may be required Basic computer skills including the ability to operate a PC and knowledge of word processing software as specified by the department 

WORK ENVIRONMENT: 

Clean, well-lit, comfortable office environment