Behavioral Health Scheduler & Survey Liaison

Nemours Children's Health is recruiting a Behavioral Health Scheduler & Survey Liaison for our Orlando, Florida location. The role primarily involves accurate scheduling of behavioral health appointments and acting as a liaison among referring doctors, hospitals, insurance companies, patients, and parents. Additionally, the position includes managing data for the US News & World Report (USNWR) Survey to optimize departmental performance metrics.

Duties and Responsibilities

The Behavioral Health Scheduler & Survey Liaison is responsible for:

• Collecting accurate patient demographics and insurance details.
• Handling incoming calls promptly and scheduling appointments for the Behavioral Health Department.
• Receiving patient referrals through various channels such as phone, electronic transmission, walk-ins, or mail.
• Maintaining a referral log and adhering to response time guidelines.
• Communicating appointment preparation information directly to families during scheduling.
• Returning voicemail messages promptly during operating hours.
• Coordinating with the authorization team to ensure pre-certifications are secured before patient appointments.
• Liaising with patients, parents, and providers regarding pre-certification issues or additional information requirements.
• Ensuring coordination of care with follow-up plans post-discharge for behavioral health concerns.
• Scheduling or offering follow-up appointments with licensed behavioral health providers either within Nemours or the community at discharge or after emergency treatment.
• Providing discharge summaries and psychiatric medication lists to families, behavioral health providers, and primary care providers at hospital discharge.
• Making post-discharge follow-up calls to confirm adherence to discharge recommendations and continuity of behavioral health care.
• Communicating with primary care providers if a patient poses a potential danger to themselves at discharge.
• Serving as the primary liaison for the Behavioral Health USNWR Survey, including data tracking, participation in survey meetings, completing the survey annually, and striving to improve targeted metrics.
• Performing additional duties as assigned by supervisors.

Requirements

Applicants must have:

• An associate degree, although relevant healthcare experience may substitute managerial discretion.
• At least one year of experience in an administrative healthcare role.
• American Heart Association BLS Certification.
• Proficiency in written and verbal communication, Microsoft Word, and Excel.
• Knowledge of CPT, ICD-9 codes, and medical terminology.
• Scheduling experience is preferred but not mandatory.

What We Offer

• Competitive base compensation in the top quartile of the market
• Annual incentive compensation that values clinical activity, academic accomplishments and quality improvement
• Comprehensive benefits: health, life, dental, vision
• 403B with employer match.
• Not-for-profit status; eligibility for Public Service Loan Forgiveness
• For those living and working in Florida, enjoy the benefit of no state income tax. Those based in Delaware benefit from the state's moderate tax structure.

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