Patient Care Advocate - (Front Desk)

Job Title: Patient Care Advocate

Location: OnPoint Behavioral Health Front Desk

Job Summary: The Front Desk Advocate plays a pivotal role in creating a welcoming environment (“clearing the way”) for patients and visitors while efficiently managing front desk operations. This position requires excellent communication skills, sensitivity to patient needs, a professional appearance, and the ability to handle multiple administrative and operational tasks with professionalism.

Key Responsibilities:

Reception and Support:

1. o Greet and welcome patients and visitors in a warm, professional manner.
2. o Assist patients with check-in and check-out procedures.
3. o Respond to patient inquiries both in person and over the phone.
4. o Maintain confidentiality and protect patient information as per HIPAA regulations.

ü Appointment Management:

1. o Schedule, reschedule, and confirm patient appointments.
2. o Coordinate with therapists and practitioners to manage calendar availability.
3. § Make Updates to Provider Schedules
4. § Fax or Email Documents provided by Clinicians (Informed Consents, etc.)
5. o Inform patients of any changes or updates to their scheduled sessions.
6. o Check Community Referrals and Schedule Appointments

ü Administrative Duties:

1. o Maintain an organized and tidy reception area.
2. o Manage patient online records, ensuring accurate and timely data entry.
3. o Process payments, issue receipts, and handle billing inquiries.
4. o Print Following Week Column Appointments & Determine Copayments and Patient Balances
5. o Assist with filing, scanning, and other office tasks as required.
6. o Scan Advent Health Rounding Sheets to AdvancedMD

ü Communication and Coordination:

1. o Serve as a liaison between patients and clinicians.
2. o Communicate effectively with clinical and administrative staff.
3. § Send OhMD! Messages (Patient Balances, Copayments, Incomplete Paperwork)
4. § Check and Respond to All OhMD! Messages
5. § Provide Automated Response for Messages to Providers/Medication Requests
6. § Check and Schedule All Online Intake Requests (Intake Module)
7. § Check and Respond to All Voicemails
8. § Check and Respond to All Emails ([email protected])
9. § Answer Patient Phone Calls
10. o Assist in coordinating office events, meetings, or training sessions as needed.
11. § Schedule Office Lunches and Office Meetings

ü Operational Task

o Opening and Closing Front Office Duties

1. § Open Office Doors
2. § Turn Off Alarm System
3. § Turn on Office Lights
4. § Turn Diffuser.
5. § Turn on TV with Ambience Videos
6. § Turn on Pandora.

ü Qualifications:

1. A high school diploma or equivalent is required; an associate degree or higher in a related field is preferred.
2. Previous experience in a mental health setting is an advantage.
3. Previous patient services in a mental health facility desired
4. Excellent communication and interpersonal skills.
5. Strong organizational and multitasking abilities.
6. Proficiency in using office software and appointment scheduling systems.
7. Empathetic, patient, and responsible with a positive attitude towards mental health advocacy.

ü Working Environment and Conditions:

o Any other responsibility deemed necessary by the COO or the CEO

o Position may require occasional pre-scheduled evening or weekend work to support the office's needs.

o Involves sitting for extended periods and some light physical activity.

Key Essential Skills and Competencies:

1. Communication Skills:
   • Excellent verbal and written communication skills to effectively interact with patients, clinicians, and administrative staff.
   • Ability to listen actively and respond appropriately to patient inquiries.
2. Interpersonal Skills:
   • Strong interpersonal abilities to create a welcoming environment and build rapport with patients and staff.
   • Empathy and sensitivity to patient needs, particularly in a mental health context.
3. Organizational Skills:
   • Strong organizational skills to maintain an orderly reception area, manage records, and coordinate schedules.
   • Ability to prioritize tasks and manage time effectively, especially in a fast-paced and growing environment.
4. Multitasking Ability:
   • Proficiency in handling multiple administrative and operational tasks simultaneously without sacrificing quality or attention to detail.
5. Technical Proficiency:

o Familiarity with office software and appointment scheduling systems.

o Ability to manage digital records and communications using various platforms (e.g., OhMD! Messages, ADVanced MD, Simple Chime, etc.).

o Manage billing, insurance inquiries, and payment processing.

1. Confidentiality and Compliance:
   • Knowledge of HIPAA regulations or willingness to learn about protecting patient information and maintaining confidentiality.
2. Problem Solving:
   • Ability to respond effectively and professionally to inquiries, resolve issues, and adapt to changing situations or appointments.
3. Professionalism:
   • Always maintaining a professional appearance and demeanor.
   • Reliability and responsibility in handling sensitive information and administrative tasks.
4. Customer Service Orientation:
   • A positive attitude consistent with the vision of OnPoint Behavioral Health toward mental health advocacy and patient support, ensuring that patients feel valued and cared for.