Behavioral Health Program Coordinator - Behavioral Wellness

Job Requirements

POSITION SUMMARY

The Behavioral Health Program Coordinator provides support to leadership and team members with all functions within the Health First (HF) Behavioral Wellness department. The Behavioral Health Program Coordinators accountabilities may vary based on job role within the department such as having flexibility in fulfilling various roles, putting forth the needs of the HF Behavioral Wellness department. The Behavioral Health Program Coordinator leverages qualities of leadership and professionalism, utilizing organizational, communicative and problem solving skills.

PRIMARY ACCOUNTABILITIES

• Answers internal and external customer inquiries, completing the inquiry form and directing to the appropriate individual; ensuring complex customer issues are resolved within established timeframes, keeping customers informed along the way.
• Oversees and accountable for Behavioral Health department EPIC work queues including: Appt Requests (Behavioral Health, Babcock Center IOP, Babcock Center Ste 105) , Therapy Service Claim Edit (Registration); Patient (Babcock Center Clinic PRE-Reg Missing Items for appts).
• Identifies and addresses informal complaints of patients or Associates, while referring formal complaints to program manager or appropriate department director. (i.e., Patient Business Services, Managed Care).
• Provides communication channels for program manager and other departments across the organization, interacting with key contacts in other areas of Health First to resolve issues, facilitating communication with customers regarding outcomes.
• Verifies insurance, obtains pre-authorizations and concurrent reviews on all clients, as is warranted, and pre-registering and scheduling all potential clients into Epic; occasionally conducting Financial counseling, and the collection of all co-pays.
• Manages and maintains IOP physician and Therapy Service behavioral health therapists schedules and appointments.
• Delivers direction and guidance to program staff, including assisting new Associates orientation and assisting in the dissemination of information to program staff.
• Assists in site maintenance and reporting of any technical, mechanical or electrical issues and submission of tickets to resolve issues; identifying opportunities for the team to support Universal Skills and tools
• Directs and implements Customer Experience initiatives and strategies to optimize operational performance, while working closely with leadership to ensure continuous improvement of the Customer Experience; occasionally coaching others on the value of optimizing systems that result in better patient care and higher patient and associate satisfaction.
• Adheres to all Health First policies and procedures in regard to protected health information; consulting with leadership to clarify any concerns; maintains confidentiality at all times, following departmental and organizational confidentiality.

Work Experience

MINIMUM QUALIFICATIONS

• Education: High School Diploma or equivalent.
• Work Experience: Two (2) years' experience in healthcare.
• Licensure: None
• Certification: None
• Background Check: Satisfies the State of Florida Agency for Healthcare Administration Level II background screening.
• Skills/Knowledge/Abilities:
• Demonstrates and utilizes Time Management wisely.
• Understands the confidentiality of patient information and proper dissemination of this information.
• Proficient in Microsoft Office -- Word, Excel, PowerPoint, etc.
• Demonstrates excellent written, oral and interpersonal communication skills.
• Must be able to continuously create a positive work environment
• Ability to work and maintain composure in a stressful environment
• Ability to analyze various situations and provide possible solutions to issues
• Must be flexible to manage multiple assignments/priorities and handle a demanding work schedule
• Must have strong interpersonal and conflict management skills
• Ability to assess, interpret data and educate patients and family members of various ages and levels of understanding
• Ability to work with and share knowledge with leaders and associates
• Ability to prioritize and organize to maximize values for the organization.
• Must be able to work independently with assertiveness.

PREFERRED QUALIFICATIONS

• Education: Associate's degree.
• Skills/Knowledge/Abilities: Ability and skills to perform as an Epic SuperUser

PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, and stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Benefits

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule : All

Shift Times : Days

Paygrade : PG-28