Front Desk Specialist / Case Manager

Job Summary
We are seeking an experienced and dynamic Front Office Specialist / Case Manager to oversee the daily operations of our mental health establishment. The ideal candidate will ensure exceptional client experiences through effective management of front desk activities and administrative functions and case management. This role requires strong leadership skills, a passion for people, and the ability to coordinate the new client process. The Front Office Specialist / Case Manager will play a pivotal role in maintaining high standards of customer service, operational efficiency, and case management functions within our facility. This position is 60% Office Specialist and 40% Case Manager.

Responsibilities

Front Desk Specialist

• Coordinate and manage all aspects of patient scheduling, including appointment reminders and follow-up communications.
• Manage patient appointment reminders through Phone and Texting systems, ensuring timely and effective communication to reduce no-show rates and improve patient attendance.
• Uses physician protocols, insurance participation information, and patient preference to determine most appropriate approach to schedule patients.
• Call patients to reschedule appointments as assigned.
• Handle general scheduling duties, including managing provider calendars, rescheduling appointments, and coordinating patient preferences with provider availability.
• Accurately documents all scheduling attempts and reports results to supervisor.
• Communicates professionally with provider. Provides appropriate notices for same/next day add-ons and cancellations.
• Collects information and accurately performs data entry in EMR to create or maintain patient demographic information, referral source, transition of care, referring provider and other information as required.
• Collect accurate patient insurance information and verify patient eligibility ensuring accuracy and compliance with billing regulations and insurance requirements.
• Work with billing staff to address billing inquiries related to medical services and help resolve any billing discrepancies with patients and optimize revenue collection for the practice.
• Collect Patient balances and co-pay amounts in the clinic and accurately document all the collections to report to management.
• Ensure that the office environment is clean, organized, and conducive to patient care, coordinating with janitorial staff or external vendors as necessary.
• Provide exceptional customer service, addressing patient inquiries and concerns in a professional and compassionate manner to enhance patient satisfaction.
• Maintain lab supplies inventory, ordering supplies as needed and ensuring proper storage and utilization to support patient care and clinical operations.

Case Management

• Conduct comprehensive patient assessments to determine the appropriate level of care and treatment plans.
• Provide individual and group counseling sessions utilizing techniques such as cognitive behavioral therapy, motivational interviewing, and crisis intervention.
• Develop and implement treatment plans that address the unique needs of each patient, including addiction counseling and PTSD care.
• Facilitate group therapy sessions to promote peer support and recovery strategies among participants.
• Maintain accurate medical documentation, including intake forms, progress notes, and treatment summaries in compliance with HIPAA regulations.
• Collaborate with healthcare professionals to ensure integrated care for patients, including case management and coordination of services.
• Engage in research activities to stay updated on best practices in addiction medicine and behavioral health.
• Provide home and community care as needed, ensuring that patients receive support in their natural environments.
• Utilize medical terminology effectively when communicating with other healthcare providers regarding patient care.
• Provide crisis interventions and de-escalation techniques

Skills

• Proven experience with a focus on front desk operations.
• Strong customer service skills with a friendly and professional demeanor.
• Excellent phone etiquette and proficiency in handling multi-line phone systems.
• Knowledge of EMR systems.
• Leadership skills with the ability to motivate and manage a team effectively.
• Ability to handle guest complaints diplomatically while maintaining high service standards.
• Strong organizational skills with attention to detail in administrative tasks.

Requirements

• CDCA or higher

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person