Behavior Health Member Services Representative

Job Posting Information

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** JOB DESCRIPTION**

Mariposa Community Health Center

Behavioral Health Member Services Representative

Behavioral Health Operations Supervisor

Non-Exempt

Mariposa Community Health Center (MCHC) is a leading healthcare facility dedicated to providing comprehensive primary and behavioral health services to our community. The Behavioral Health Member Services Representative (BH MSR) role is to ensure the seamless coordination of patient referrals and appointments. BH MSR will be responsible for processing internal and external referrals and tasks, scheduling patient appointments, maintaining accurate records, routing patient concerns to a BH supervisor, revising insurance, and collecting payments while delivering exceptional customer service to patients and the integrated healthcare team.

Each employee is expected to support and demonstrate MCHC's cultural beliefs to help drive organizational success. This includes:

• Demonstrating excellent customer service by greeting patients and clients promptly with a smile.
• Engaging with patients and clients genuinely in a caring manner.
• Responding to requests for assistance from colleagues in a positive and helpful manner.
• Complying with HIPAA regulations by maintaining workplace professionalism, including refraining from inappropriate use of social media.
• Exhibiting a high degree of personal integrity; an employee’s conduct reflects on MCHC both on and off duty.

• Serves as the primary point of contact for patients, addressing inquiries and providing information about the referral and appointment process while maintaining a professional and empathetic demeanor when interacting with patients and their families.
• Schedules patient appointments for behavioral health services considering patient preferences and provider availability, coordinating multiple schedules to optimize appointment efficiency, and sending appointment reminders to patients and confirming their attendance.
• Receives and reviews incoming behavioral health referrals from various sources, verifies that all necessary information is included in the referral document, and communicates with referring providers to clarify any missing or incomplete information.
• Maintains accurate electronic and paper records of referrals, appointments, and patient information while ensuring compliance with privacy and confidentiality regulations such as HIPAA.
• Collaborates closely with behavioral health providers, administrative staff, and other support staff to facilitate the referral and appointment process efficiently, communicating any changes or issues related to appointments promptly.
• Assists in monitoring and improving the referral and scheduling processes to enhance efficiency and patient satisfaction, participates in ongoing training and professional development to stay updated on MCHC standards, and maintains accurate documentation in compliance with applicable behavioral health requirements.
• Other duties as assigned.

None

• Frequent mobility and/or sitting for extended periods.
• Requires manual dexterity to operate keyboard, calculator, photocopy machine and other related office equipment.
• Eyesight is correctable to 20/20 to read numbers, policies, and computer terminals.
• Hearing within normal range.
• High stress potential may require dealing with angry or upset individuals.

• Fluency in English and Spanish, with the ability to read, write, and speak both languages.
• Knowledge of medical or behavioral health terminology, office procedures, coding, and insurance company requirements.
• Ability to perform job duties with a consistent calm demeanor regardless of internal or external events.
• Strong interpersonal communication skills that allow for professional and positive relationships with coworkers, patients, and families.
• Excellent communication skills, evidenced by a nonjudgmental approach, effective listening, and positive interactions.
• Possesses analytical problem-solving skills.