Responsibilities
1. Patient Services & Front Desk Operations
- Greet all clients and visitors professionally and maintain a welcoming environment
- Manage daily check-in and check-out processes
- Ensure confidentiality and HIPAA compliance at all times
- Maintain cleanliness and organization of the front desk area
2. Intake & Scheduling
- Complete new client intakes accurately and in a timely manner
- Schedule appointments for PRP, OMHC, and SUD services (PHP, IOP, OP)
- Manage appointment changes, cancellations, and follow-ups
- Issue appointment reminders and slips
3. Phone & Communication
- Answer and route incoming calls appropriately
- Take accurate messages and ensure timely communication
- Serve as a liaison between clients, clinicians, and external agencies.
4. Insurance & Authorization Support
- Verify client eligibility prior to services
- Track and follow up on service authorizations
- Contact Carelon Behavioral Health to:
- Close out open authorizations
- Follow up on pending cases
- Document all calls, reference numbers, and outcomes
5. Clinical Documentation & Binder Management
- Ensure all clinical binders are complete and audit-ready
- Maintain SUD blue folders with required documentation
- Confirm presence of:
- Intake documents
- Consent forms
- Treatment plans
- Authorization records
- Report missing or incomplete documentation to management
6. PRP Coordination
- Identify due/overdue treatment plans
- Print treatment plans and submit to manager for review
- Follow up with staff regarding completion as directed
7. Telehealth Support
- Assist clinicians with telehealth setup
- Ensure links and documentation are prepared
- Troubleshoot minor technical issues
8. Supplies & Food Coordination
- Maintain inventory of office supplies, snacks, and beverages
- Assist with serving lunch to clients Monday through Thursday and ensure food/snacks are distributed appropriately
- Notify management of low inventory
9. Forms & Administrative Support
- Print and maintain stock of all required forms, including:
- Intake packets
- SUD leave slips
- Appointment slips
- Grievance forms
- Ensure forms are always accessible and organized
10. SUD Specimen Collection
- Collect specimens for all clients receiving services in the SUD Department
- Follow agency procedures for client identification, specimen labeling, documentation, confidentiality, and chain of custody
- Maintain professionalism, privacy, and infection-control precautions throughout the collection process
- Immediately report refused, missed, invalid, or concerning specimen collections to the appropriate SUD staff member or manager
11. OMHC Billing Support
- Update the OMHC spreadsheet with all new clients who receive OMHC services
- Enter client information accurately and promptly to support the billing team
- Review entries for completeness and report missing or conflicting information to management or the billing team
- Maintain HIPAA compliance and protect confidential client and billing information at all times