Engagement Specialist-Patient Access Center

JOB SUMMARY:

The Engagement Specialist will serve school-based therapy patients and their families by supporting timely, efficient, and successful engagement in services, all while providing excellent patient experience. The Engagement Specialist will provide administrative support to school-based therapists by ensuring compliance metrics are met for each patient regarding completion of registration paperwork, verification of guardianship, and helping manage patient accounts. This position works directly with the patients.

SPECIFIC RESPONSIBILITIES:

• Process incoming referrals for school-based therapy services. Including initial patient/guardian outreach, building patient charts, verifying demographic information and insurance, supporting patient/guardian in completing initial registration paperwork, and verifying that all compliance standards are met before scheduling.
• Obtain and review patient's legal documentation related to decision-making for Risk review (such as guardianship and custody paperwork).
• Coordinate with referral sources and schools, providing updates on referrals and coordinating efforts to contact patients as needed.
• Monitor patient charts to ensure that registration paperwork, demographic information, and insurance information remains up to date. This will include patient outreach to collect all necessary patient demographic information and paperwork.
• Update patient charts to reflect accurate demographics, insurance information, contact information, etc.
• Refer patients to financial advocates as needed
• Schedule interpreting services for patient appointments, both intake and routine appointments as needed.
• Monitor therapist schedules, supporting in scheduling and reconciling of appointments.
• Monitor appropriate electronic health record inbox and provide follow-up as needed.
• Answer phones, checks voicemails, and monitor phone volume.
• Actively embraces and supports divisional and organizational initiatives.

This role description is a general description of the essential job functions.  It is not intended to describe all the duties the School Based Behavioral Health Engagement Specialist may perform.

KEY COMPETENCIES

• Integrity and Accountability - Instills trust through own actions and follows through on commitments. Demonstrates high standards of ethics and treats others fairly and consistently. Establishes clear expectations for self and others to achieve stated goals and objectives. Exemplifies conduct congruent with MAHEC values and professional guidelines.
• Relational Skills - Possesses high degree of self‐awareness. Recognizes and understands one's own and others' emotions and manages them effectively to respond appropriately, achieve intended goals, and relate well to others.
• Collaboration – Fosters commitment, team spirit and trust. Consistently develops and sustains collaborative working relationships, including across functions and departments. Fosters an inclusive culture of respect for individual and cultural differences.
• Resilience and Adaptability - Deals effectively with pressure while maintaining focus and remaining optimistic under adversity. Is open to change and new information, adapting rapidly in response to changing conditions and unexpected difficulties. Solicits and acts on feedback, learning from experience. Willing to compromise.
• Service Delivery – Places patients and colleagues at the center of priorities. Possess a high sense of urgency and ownership in solving problems. Looks for and identifies opportunities to enhance the level of service you and your team provide to others.
• Conflict Resolution – Knows how to uncover and resolve conflicts and disagreements in a positive and constructive manner. Maintains positive relationships and a professional and respectful attitude even under difficult circumstances. Helps people reach agreement.
• Diversity, Inclusion + Equity - Seeks out cross-cultural experiences that encourage awareness; seeks feedback from diverse stakeholders. Ensures equity mindset to carry out mission in culturally relevant ways.

EDUCATION AND EXPERIENCE

• MINIMUM QUALIFICATIONS:
  • Any combination of education and experience equivalent to the following: High school diploma or equivalent, two years of relevant experience, or comparable combined education and/or experience required.
• PREFERRED QUALIFICATIONS:
  • Previous experience in a medical office/clinical environment preferred.
  • Experience in Behavioral Health highly preferred
  • Familiar with the operations of community mental health services, school-based therapy, and/or child and family therapy services.

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