Intake And Referral Specialist

The Intake and Referral Specialist is an external and internal-facing role responsible for enhancing access to Mainstay’s program services. They serve as the main point of contact for people seeking services and act as liaison to County government, Supports Coordination Units, families, and people seeking services. They are responsible for rapidly learning and assimilating complex program service and eligibility information and communicating accurate information to stakeholders in a professional, composed, prompt, and helpful manner. The Intake and Referral Specialist also collects personal information, medical histories, insurance details from people seeking services and stakeholders seeking services on their behalf. They develop expertise in tracking Intake and Referral data in Mainstay’s electronic health record and perform key administrative duties to assist with billing in all program areas. In addition, the Intake and Referral Coordinator performs a behavioral health screen for people seeking services through Mainstay’s Counseling Center. Finally, this role will be responsible for closely coordinating with the Director of Program Operations to ensure efficient and effective utilization of program services.

RESPONSIBILITIES

General

Assimilates knowledge about Mainstay’s Program services and federal, state and local information pertaining to program service descriptions, program eligibility and individual insurance requirements.

Communicates accurate information about services and program eligibility to external stakeholders and people seeking services in a congenial, prompt, and helpful manner.

Serves as the single point of contact for all referrals coming into the agency, including its subsidiary companies, via email, web, and phone.

Handles inquiries and requests for behavioral health services.

Performs behavioral health crisis screens and makes warm referrals to crisis services as appropriate.

Provides communication and literature about Mainstay’s services to the referral inquiry.

Enters, tracks, and maintains all referrals for the agency utilizing Mainstay’s electronic health record, Therap.

Enters personal, demographic, referral source, and other information in the electronic health record Therap, using the Therap Intake module.

Works with the Quality team and/or billing, as needed, to ensure all documentation for services is complete before intake is complete.

Requests and maintains in Mainstay’s EHR updated Integrated Service Plans for people supported.

Completes, circulates, and tracks internal admission, transfer, and discharge forms.

Obtains and maintains all consent forms.

Verifies service authorizations and updates in Therap, as needed and annually.

Employment Services – enters and updates in Mainstay’s EHR the Employment Support Plan for people receiving supported employment services

24 Hr Residential – coordinates house visits and intake meetings, liaises with partners to obtain and maintain documentation needed for Intake and admission

Assists in preparing and processing billing across all program areas

Assists with completing and storing documentation as required by applicable state and federal authority.

Maintains confidentiality of all staff and resident information.

Responsible for the completion of other related duties as assigned.

Counseling Center

Obtains and maintains insurance information

Engages and follows up with referrals within required timeframes

Brief crisis assessment to ensure the individual is not experiencing an acute crisis event.

Track all required documents, verifying signatures and dates.

Upload all documents to Therap.

Confirms appointments and notifies patients of copays or payments.

Keeps a log of late or missed appointments.

Supports clinicians in maintaining schedule, including notification of upcoming appointments.

Communicates insurance issues.

KNOWLEDGE AND SKILLS

Strong customer service skills and ability to work with diverse people, showing highest levels of professionalism and composure

Strong motivation to enhance access to services by providing prompt and helpful communication about program services to stakeholders

Ability to rapidly assimilate complex information about services, eligibility, and funding sources and provide accurate information to stakeholders

Strong PC skills required (Microsoft Word, Excel, PowerPoint, Outlook, databases)

Effective communication, verbal and written, with all levels of agency

Professional presentation skills

Must possess excellent customer service skills

Must be organized, set priorities, meet deadlines and be detail oriented

Ability to work in a fast-paced environment; proficiency in coordinating multiple tasks

Ability to work both independently and as part of a team

Strong attention to detail

Strong interpersonal and communication ability to work well with people of diverse social, cultural, and economic backgrounds

Must maintain strict confidentiality of all information in compliance with federal, state, county laws and regulations.

MINIMUM EDUCATION, EXPERIENCE AND TRAINING

• Bachelor’s Degree preferred (a minimum of 60 credit hours required); plus minimum of 2 years experience working with Excel and databases, performing administrative staff, clerical, clerical technical, or secretarial work; or any equivalent combination of education and experience of the above requirements.
• Non-profit office administration experience preferred

PRE-REQUISITES

Must be at least 18 years of age

Valid driver’s license and access to reliable vehicle

Act 33 & 34 clearances

Job Type: Full-time

Pay: $43,969.00 - $49,166.00 per year

Benefits:

• Referral program

Schedule:

• Monday to Friday

Education:

• Associate (Required)

Experience:

• non-profit: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Pittsburgh, PA (Required)

Work Location: In person