Intensive Outpatient Program Administrator

Location: TBD

Supervisor: IOP Director

Hours: FTE 40 hours/week 

Primary Function: The Intensive Outpatient Program Administrator is responsible for the administrative coordination of the Intensive Outpatient Program including communication among prospective and enrolled patients, IOP clinical staff, and PMHW staff in general.

Job Responsibilities: This position description is not intended to be an all-inclusive list of responsibilities, skills, or working conditions associated with this position. Management reserves the right to modify, and/or remove duties as necessary.

• Respond to all incoming inquiries for IOP program, respond to new patient inquiries submitted online, via telephone calls, and from PMHW providers within 2 business days (whenever possible)
• Complete primary screen for prospective patients, collect insurance information, assign the patient an account number and schedule an appointment in accordance with clinician and/or program guidelines
• Set up patient charts in EHR for new patients which includes following up with prospective patients to complete new patient documentation.
• Update patient demographics as needed
• Manage the IOP patient waiting list on a routine basis
• Cancel/reschedule appointments as needed; notify appropriate clinic personnel. This also includes contacting patients who do not show up for the program.
• Maintain documentation in EHR of all correspondence with patient
• Obtain initial and renewal authorizations for IOP services for every patient enrolled in program in a timely manner so as to not interrupt care.
• Provide referrals if patients are not appropriate for IOP services at Portland Mental Health and Wellness
• Obtain and communicate messages in an accurate and timely manner
• Referrals out to new providers for IOP patients who need an outpatient therapist following discharge
• Responding to and facilitating requests from patients regarding medication issues.
• Process incoming and outgoing faxes including records requests, release of Information forms and care Coordination Letters

• Attend administrative and clinical team meetings as needed

Performance Requirements: 

Knowledge: 

• Knowledge of or willingness to learn the practice’s policies and procedures. 
• Knowledge of or willingness to learn industry specific terminology and insurance practices. 
• Knowledge of grammar, spelling, and punctuation, for effective and appropriate communication.
• Knowledge of web-based computer programs and applications in an Apple/Mac environment
• Demonstrate a strong understanding of HIPAA policies and regulations

Skills: 

• Use office equipment, and handle and file paperwork adequately.
• Handle incoming phone calls and respond or resource appropriately. 
• Communicate effectively, both verbally and in writing. 
• Gather, interpret, and report insurance information. 
• Navigate patient privacy with critical thinking and follow through.

Abilities:

• Demonstrate compassion: Employees sees people during moments of trauma or crisis, where they and their family are vulnerable or in pain
• Demonstrate patience: Being patient with people who may have trouble communicating or understanding what is happening is important
• Ability to work effectively as a team member, and to communicate clearly, compassionately, and respectfully, with medical and mental health professionals, as well as with administrative support staff.

• Ability to interpret and understand insurance benefits.

• Ability to flexibly respond to changing demands within the work environment. 

• Ability to organize and prioritize tasks, time, and responsibilities effectively, as well as to work independently and with minimal supervision.

• Ability to establish and maintain effective working relationships with patients, employees, and the public. 
• Ability to function proficiently in a web-based computer environment.

• Work with Mac OS & GSuite

 

Equipment Operated: Standard office equipment, including computers, copiers, printers, telephones, etc. 

Work Environment: When working from a PMHW office, the position is in a well-lit office environment. Varied activities including sitting, standing, walking, reaching, bending, and lifting. 

Mental and Physical Requirements: Involves sitting approximately 90 percent of the day, walking or standing the remainder. Ability to tolerate mental and emotional distress as an anticipated aspect of the position. May require working under stressful conditions. 

This description is intended to provide only the basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as the practice’s needs evolve. Regular and predictable attendance is an essential function of every job.