Behavioral Health Call Center

Peach Tree Healthcare has an opening for a Behavioral Health Call Center Representative - Bilingual a plus in our Call Center location. This position is remote and is a Full-time position . Monday - Friday 8:00am - 5:00pm. Applicants must be fully vaccinated for Covid-19 and be able to show proof of vaccination.

Qualifications

Medical terminology required; Working knowledge of computerized registration; If multilingual, must demonstrate proficient oral and written skills in English and second language, and ability to effectively communicate and interface between patients and medical personnel.

Work Experience

Mandatory: Minimum two (2) years experience in medical office or health care setting; Minimum 1 (1) year working with Behavioral Health population. Experience in appointment scheduling and computerized registration.

Preferred: Two (2) years working with the Behavioral Health population; Experience in telephone triage; Knowledge of Medicare, Medi-Cal, PPO Insurance programs. Training or experience with Motivational Interviewing.

Education

High school graduate or equivalent required.

Skills

Speaking; Active Listening; Reading Comprehension; Time Management; Writing; Critical Thinking; Social Perceptiveness; Typing 45 wpm or more

Examples of Duties

· Answers, transfers, and manages mainly incoming Behavioral Health telephone calls. Assesses needs of each caller to determine appropriate handling or referral of call.

· Triaging situations over the phone to determine level of risk for patients.

· Verify customer information for correctness, checking it against previously obtained information as necessary.

· Update customers' name, address, and billing information as needed.

· Schedule patient appointments using computerized scheduling system.

· Takes electronic messages for clinic staff and providers, obtaining accurate and sufficient information to facilitate efficient and timely communications.

· Utilizes telephone voice mail appropriately.

· Receive and forward customer complaints.

· Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.

· Review Medi-cal to verify status as active.

· Provide education/training to other Call Center staff regarding the Behavioral Health program.

· Consult with patients regarding relevant social programs and assist with documentation for programs and sliding fee.

Additional Responsibilities

· Maintains a professional, neat, and well-organized work area.

· Ability to work with patients and families in multi cultural environment.

· Provides information in a manner that is ethnically, culturally, and financially sensitive and age appropriate.

· If multilingual, provides language translation for non-English speaking patients in accordance with demonstrated language.

· Ability to adapt to change based on the needs of the provider and organization.

· Organizational skills sufficient to accurately maintain knowledge of current requirements.

· Stress management sufficient to maintain a professional demeanor while dealing with upset customers.

Travel Requirements

Occasionally may travel to other sites to attend meetings, training, or to cover other shifts.

Tools & Technology

Tools: Calculators or accessories; Photocopiers; Scanners; Faxing equipment; Computers and Keyboards; Telephones

Technology: Data software - NextGen; Microsoft Office programs; Electronic Mail – Microsoft Outlook

Knowledge

Clerical, Customer and Personal Service, English Language; Medical Terminology, Behavioral Health Terminology

Abilities

Oral Comprehension; Oral Expression; Written Comprehension; Written Expression; Problem Sensitivity; Deductive Reasoning; Inductive Reasoning; Near Vision; Speech Clarity; Selective Attention; Speech Recognition; Flexibility in finding solutions to patient issues.

Work Activities