Intake RN- Call Center

Intake RN
- Call Center | Raleigh Oaks Behavioral Health | Garner, North Carolina About the Job

PURPOSE STATEMENT:
The Intake RN performs the daily operations of patient intake and/or admissions, which may include screening, financial counseling, insurance verification, and assessment at or outside the facility, depending on the needs of the patient or hospital. Screens and evaluates admissions to assess clinical and medical appropriateness and communicates this information to a physician who makes the admission and level‑of‑care decision.

Works closely with the business office, nursing, and clinical staff as well as external parties to ensure the timely admission of patients. Responds to inquiries regarding admissions.

• Facilitates admissions and assessment processes for incoming patients, provides initial evaluation and initiates the integrated assessment, documenting patient symptoms, functioning and needs.
• Collaborates with other facility medical and psychiatric staff to ensure appropriate recommendations and admissions. Communicates projected admissions to designated internal representatives in a timely manner.
• Provides additional coverage for the Call Center Team – e.g., answers phones, processes admission requests, reviews and accepts patients, verifies insurance, and assists with insurance pre‑certifications during high‑volume periods.
• Ensures all medical admission documentation is gathered from external sources prior to patient admission and secures initial pre‑authorization for treatment and admission.
• Reviews patient charts to determine medical necessity; staffs each referral and assessment with the appropriate physician to obtain orders, recommendations, and DSM‑V diagnosis when appropriate.
• Communicates treatment recommendations and coordinates with other treatment teams.
• May administer patients’ medications and follows all physician orders in consultation with a psychiatrist and in accordance with established hospital and licensing agency protocols. Educates patients on side effects, evaluates the effectiveness of education, questions compliance, and adjusts medications under psychiatrist supervision as needed; monitors lab results to validate medication compliance.
• Maintains accountability of medication administration, recording, control, and security, including narcotics; assures completion of Adverse Drug Reaction forms as necessary; maintains knowledge of common psychiatric medications.
• Advocates for the lowest level of care consistent with the patient’s needs and coordinates admission and transfer between levels of care within the facility.
• Ensures thorough, accurate documentation is completed for all patients on each shift and facilitates the response to requests for services, including the initial response, the assessment, referral process, designation of appropriate level of care, initiation/admission into services, and follow‑up activity.
• Responds to inquiries about the facility within policy time frames.
• Performs insurance benefit verifications and disseminates the information to patients, their families, and appropriate facility staff. Provides accurate and ongoing assessment of patient status during the admissions process.
• Completes other duties as assigned, including assisting on patient units.

• Graduation from an accredited school of nursing required. BSN preferred.
• One or more years of experience in mental health or substance use disorder admissions preferred.
• Experience in clinical interviewing, patient assessment, referral, treatment planning, and communicating with external review organizations or comparable entities.
• Experience in the managed care pre‑certification process, level‑of‑care assessments, and utilization management.
• Outstanding interpersonal, interviewing, and assessment skills. Skill in telephone etiquette and paging procedures.

• Valid current RN license from the state or from a compact state, where applicable.
• CPR and de‑escalation and restraint certification required (training available upon hire and offered by facility).
• First aid may be required based on state or facility requirements.

This position is onsite at the facility and is not a remote position.

This position is an Individual Contributor.

Raleigh Oaks Behavioral Health offers a comprehensive benefit plan and a competitive salary commensurate with experience and qualifications.

Raleigh Oaks Behavioral Health is an EOE. Veterans and military spouses are highly encouraged to apply. Summit BHC is dedicated to serving Veterans with specialized programming at our treatment centers across the country. We recognize and value the unique strengths of the military community in supporting our mission to serve those who have served.