Outpatient Practice Assistant SUD Program

The Outpatient Practice Assistant plays a critical operational role in supporting the delivery of outpatient substance use disorder (SUD) services. This position is responsible for patient scheduling, urine drug screen (UDS) coordination, billing support, insurance verification, claims follow-up support, and daily practice operations to ensure timely access to care, continuity of treatment, accurate reimbursement processes, and compliance with Vermont regulatory and program standards.

The role requires strong organizational skills, attention to detail, and the ability to manage a high-volume environment while maintaining a compassionate, patient-centered approach. The Practice Assistant acts as a central point of contact for patients, providers, and external partners, supporting care coordination and limited case management functions.

Duties and Responsibilities:

1. Patient Scheduling & Access to Care

• Coordinate and schedule all patient appointments, including:

• Intake assessments

• Counseling sessions (individual and group)

• Medical provider visits (MAT/psychiatric)

• Maintain provider calendars and optimize scheduling efficiency

• Manage appointment changes, cancellations, and no-show follow-up

• Ensure timely access to care consistent with program expectations

• Communicate appointment details clearly to patients and care team

2. Urine Drug Screen (UDS) Management

• Coordinate and track all required drug screening in alignment with program protocols

• Schedule UDS collections in conjunction with clinical and medical visits

• Maintain accurate documentation of:

• Completed screens

• Missed or delayed screenings

• Communicate UDS requirements and expectations to patients

• Ensure proper chain-of-custody procedures and lab coordination (as applicable)

• Work closely with clinical staff to flag inconsistencies or compliance issues

3. Practice Management & Operations

• Serve as first point of contact for incoming calls, referrals, and patient inquiries

• Manage front-end workflow of outpatient practice, including:

• Patient check-in/check-out processes

• Documentation tracking

• Coordination of daily schedule flow

• Maintain accurate and up-to-date patient records in the EHR system

• Ensure required forms, consents, and documentation are completed

• Support compliance with Vermont Department of Health, DSU, and Medicaid requirements

4. Care Coordination & Support

• Coordinate care across multidisciplinary team members, including:

• Counselors

• Medical providers

• Case managers

• Assist with referrals to:

• Higher or lower levels of care

• External providers and community services

• Support continuity of care and follow-up planning

• Communicate with external partners as needed (e.g., pharmacies, labs, providers)

5. Mild Case Management Support

• Assist patients with basic care navigation, including:

• Appointment reminders

• Resource coordination

• Addressing barriers to treatment engagement

• Support tracking of patient engagement and attendance

• Identify patients at risk of disengagement and notify clinical staff

6. Communication & Customer Service

• Manage high-volume incoming calls with professionalism and empathy

• Provide clear information about services, expectations, and scheduling

• Maintain confidentiality and professionalism in all interactions

• Serve as a reliable liaison between patients and clinical providers

• Support timely communication with patients regarding basic billing-related questions and direct complex billing matters to the appropriate billing or management staff.

7. Billing, Insurance & Reimbursement Support

• Verify patient insurance coverage, demographic information, and payer requirements prior to scheduled services.

• Assist with prior authorization tracking, eligibility checks, and documentation needed to support reimbursement for outpatient SUD services.

• Ensure required billing-related documentation is complete, accurate, and entered or routed appropriately within the EHR and billing workflow.

• Monitor appointment status, no-shows, cancellations, completed visits, and UDS completion to support accurate billing and claims processing.

• Coordinate with billing staff, clinical providers, and program leadership to resolve missing information, rejected claims support needs, or payer documentation requests.

• Support Medicaid and commercial insurance compliance by maintaining accurate records and following established billing workflows.

Regulatory, Compliance, Work Environment, and Physical Requirements:

Regulatory & Compliance Expectations

• Maintain compliance with:

• Vermont DSU and Department of Health standards

• Medicaid documentation and program requirements

• Billing accuracy, payer requirements, prior authorization workflows, and claims-related documentation standards

• HIPAA and 42 CFR Part 2 confidentiality regulations

• Support audit readiness through accurate documentation and workflow adherence

Work Environment

• Fast-paced outpatient clinical setting

• Frequent interaction with patients in various stages of recovery

• Requires ability to manage high call volume and maintain professionalism under pressure

Physical Requirements

• Ability to sit, stand, and use computer systems for extended periods

• May require occasional movement between office and clinical areas

Education

• High school diploma or equivalent required

• Associate or bachelor’s degree in healthcare, human services, or related field preferred

Experience

• Prior experience in healthcare scheduling, medical office coordination, or behavioral health preferred

• Experience in substance use disorder treatment or MAT programs strongly preferred

• Experience with healthcare billing workflows, insurance verification, prior authorizations, Medicaid requirements, or claims support preferred

• Experience working in a fast-paced, high-volume environment required

Skills & Competencies

• Strong organizational and time management skills

• Ability to manage multiple priorities simultaneously

• Excellent verbal communication and phone etiquette

• High attention to detail and accuracy in documentation

• Proficient in Microsoft Office and electronic health records (EHR) systems

• Working knowledge of insurance verification, authorization tracking, billing documentation, and reimbursement support processes preferred

• Ability to handle confidential information in compliance with HIPAA and 42 CFR Part 2

• Compassionate, patient-centered approach with strong interpersonal skills