Clinic Care Coordinator

At Lightheart Mental Health, a member of Transformations Care Network (TCN), we are committed to improving access to the highest-quality mental health care in our local communities. As a Clinic Care Coordinator, you'll be an essential part of our administrative support team.  

This role provides exceptional customer service to ensure the highest quality work standards are achieved and maintained according to practice policies and procedures. Responsibilities include handling customer calls by answering questions, finding solutions to issues, scheduling appointments, addressing concerns or complaints, and providing important information. The ideal candidate possesses superior customer service skills and professionalism, the ability to multi-task, and a conscientious and compassionate approach to supporting clients and staff. Success in this role requires a high level of motivation, the ability to work as part of a cohesive team in a fast-paced environment, and a commitment to protecting sensitive information, complying with HIPAA requirements, and maintaining composure and professionalism during stressful situations.

Essential Duties and Responsibilities:

• Answer phone calls in a professional manner, respond to voicemails in a timely manner, and utilize other technologies as they become available to communicate with patients.
• Guide patients through troubleshooting company technology, including but not limited to telehealth applications and patient portals.
• Process medication prior authorizations.
• Support providers with various administrative duties including document preparation, written and electronic correspondence, phone calls, and completion of required forms and paperwork.
• Answer general questions about the practice and services provided.
• Collaborate with team members and other locations to provide excellent customer service in a timely, accurate, thorough, and professional manner to resolve patient issues.
• Coordinate care between patients and providers.
• Manage patient scheduling needs and provide general information and support, including collecting patient financial responsibility, relaying financial information, and obtaining insurance updates when requested.
• Complete documentation in the EMR in a timely, accurate, and professional manner.
• Provide administrative support to providers, facilitate patient-provider coordination, and assist with regulatory compliance and licensure maintenance.
• Follow processes for supporting medication refill requests.
• Help train new team members as needed.
• Track completion of required paperwork for patient files for providers.
• Follow processes for on-site medication handling.
• Potentially be trained in Interventional Treatment support.
• Maintain dependable attendance in accordance with the agreed-upon work schedule and provide timely notification of tardiness or absence.
• Support clinicians and prescribers with managing waitlists.
• Maintain a professional dress code at all times (business casual).
• Complete all work in a manner that complies with applicable state and federal regulations.
• Attend trainings and required meetings.
• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• Desire to perform thorough work in a fast-paced environment; must be detail-oriented, highly organized, and possess strong time management skills.
• Ability to maintain a professional appearance and demeanor and interface effectively with patients and teammates in a mental health setting.
• Excellent written and verbal communication skills and the ability to work well as part of a team, especially in stressful situations.
• Patient, empathetic, adaptable, and flexible attitude.
• Computer proficiency, including familiarity with Microsoft applications.
• Strong phone skills, including familiarity with complex or multi-line phone systems.
• Ability to maintain patient confidence and protect operations by keeping patient information confidential.
• Strong customer service skills.
• Ability to create a safe, productive work environment while adhering to practice policies and procedures.
• Ability to complete additional office tasks as needed.
• CMH: CPR certification or willingness to become certified through an accredited program within six months of hire.

Preferred Qualifications:

• Experience as a Medical Assistant.
• Experience in a medical office or call center environment.
• Experience verifying insurance, obtaining prior authorizations, and scheduling for multiple providers.
• Familiarity with HIPAA regulations.
• Experience with EMRs (electronic medical records), medical terminology, and a basic understanding of clinical pharmacology.
• Strong data entry skills.
• Experience working with patients experiencing anxiety and depression.
• Exceptional interpersonal, rapport-building, active listening, and communication skills.

Explore the Advantages of Joining Our Team:

• Enjoy competitive compensation and a wide range of benefits, including medical, dental, vision, low-cost virtual care, dependent and domestic partner coverage, 401K, and more, designed to support your well-being and financial security.
• Immerse yourself in a community united by a deep commitment to enhance mental health and revolutionize client care.
• Embrace a journey of continuous learning, guided by seasoned professionals, fostering your career growth in a nurturing environment.
• Play a pivotal role in reshaping behavioral health, with your efforts directly improving client lives.
• Thrive in an environment that celebrates collaborative success, driven by effective communication and unity.
• Receive comprehensive onboarding and ongoing educational resources, tailored to cultivate your talents and support your success in the role.

Lightheart Mental Health is committed to fair and equitable compensation practices. The hourly compensation range for this role is $25–$28. Actual compensation may vary based on licensure, experience, market-driven enhancements, and incentive opportunities available for this role. These ranges represent our current standard compensation practices and may be adjusted over time to remain competitive and aligned with organizational needs.

Transformations Care Network is an equal opportunity employer, committed to fostering an inclusive and diverse workplace.