Patient Access Representative I - Full Time, Days, Behavioral Health Patient Access, Morristown, NJ

Serves as the first point of contact for patients, families, referring providers, and internal staff seeking behavioral health services. This role is responsible for providing excellent customer service, gathering clinical and demographic information, conducting preliminary screenings, scheduling appointments, and providing referrals or information as appropriate. The representative ensures callers are connected with the right level of care quickly, safely, and compassionately.

1. Answer inbound calls in a timely, professional, and compassionate manner.
2. Gather demographic, insurance, and preliminary clinical information to assess needs.
3. Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
4. Document all call details accurately in the electronic health record (EHR) and/or call management system.
5. De-escalate distressed callers when possible and involve clinical staff when necessary
6. Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
7. Schedule appointments for behavioral health services according to established workflows
8. Provide callers with information about program services, locations, and hours of operation.
9. Assist with electronic referrals and manage referral work queues
10. Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
11. Follow up on voicemails and return missed calls within established timeframes.
12. Participate in training sessions, and quality improvement initiatives.
13. Maintain confidentiality and comply with all HIPAA and organizational privacy standards.

Required - 

1. Bachelor’s degree in Psychology, Social Work, Human Services, or a related field required.
2. Experience working with patients experiencing mental health or substance use issues preferred.
3. Strong communication and interpersonal skills.
4. Ability to multitask and work in a fast-paced environment.
5. Basic computer proficiency (Microsoft Office, Electronic Health Records, scheduling platforms).
6. Familiarity with behavioral health terminology and levels of care is a plus.
7. Bilingual a plus

Competencies – 

1. Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
2. Demonstrate empathy, active listening, and professionalism in all interactions 
3. Ability to problem solve
4. Good working knowledge of Microsoft Office Suite including Word and Excel, and Microsoft Teams.
5. Teamwork and collaboration
6. Upholds professional ethical standards, maintains appropriate boundaries and therapeutic relationships. 

At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include:

• Morristown Medical Center, Morristown, NJ
• Overlook Medical Center, Summit, NJ
• Newton Medical Center, Newton, NJ
• Chilton Medical Center, Pompton Plains, NJ
• Hackettstown Medical Center, Hackettstown, NJ
• Goryeb Children's Hospital, Morristown, NJ
• CentraState Healthcare System, Freehold, NJ
• Atlantic Home Care and Hospice
• Atlantic Mobile Health
• Atlantic Rehabilitation

We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners.

We have received awards and recognition for  the services we have provided to our patients, team members and communities. Below are just a few of our accolades:

• 100 Best Companies to Work For ® and FORTUNE® magazine for 15 years 
• Best Places to Work in Healthcare - Modern Healthcare
• 150 Top Places to work in Healthcare - Becker's Healthcare
• 100 Accountable Care Organizations to Know - Becker's Hospital Review
• Best Employers for Workers over 50 - AARP
• Gold-Level "Well Workplace": Wellness Council of America (WELCOA)
• One of the 100 Best Workplaces for “Millennials” Great Place to Work® an