Front Office Registration

Brief Description

Reports to: Administrative Site Manager and Administrative Site Lead

Type: Non-exempt

Rationale: Front Office Registration plays an important role in connecting patients with mental health services, helping them find a provider that aligns with their needs and preferences. This position acts as the first point of contact for new patients and referents by providing information on services, scheduling intakes, and processing referrals.

Job Duties:

• Ensures a positive first impression for patients and referents by guiding them through the intake process with professionalism and empathy
• Act as the point of contact for all intra-office referrals and inquiries by providing education on all services, intake procedures, and scheduling appointments
• Register new patients by collecting and verifying demographic and insurance information
• Answer inbound and make outbound phone calls while responding to inquiries in a prompt and courteous manner, providing accurate information or triaging as appropriate
• Process internal and external referrals and communicate scheduling outcomes
• Collaborate with clinical staff regarding patient care issues and scheduling
• Maintain awareness in trends, patterns, and needs for new services
• Handle patient concerns and crises with empathy and patience and collaborate with site leadership to resolve as needed
• Participate in front office tasks such as checking in patients for appointments, collecting payments, electronic filing, scanning, faxing, mailing
• Maintain a clean and organized workspace and waiting room space by managing patient paperwork, office supplies, and other amenities
• Attend mandatory meetings and trainings
• Other duties as assigned
  
  

Qualifications:

• Highschool diploma or equivalent
• Experience working in health care facilities and an interest in behavioral health is strongly preferred
• Ability to prioritize responsibilities in a fast-paced environment
• Strong attention to detail
• Positive attitude
• Proficiency in technology and computer use including Microsoft Office Suite
• Strong communication and interpersonal skills, both written and verbal
• Ability to manage stress while navigating difficult situations and escalated patient interactions
• Keep all business information strictly confidential
• Commitment to position for minimum of 1 year
  
  

It is clearly understood that all names and materials seen in this position are strictly and highly confidential due to state and federal regulations on patient privacy. Compliance of all HIPAA related regulations will be strictly enforced by Management.

Requirements

As a full-time Front Office Registration staff at our Coon Rapids, MN clinic location, you would act as a point of contact for scheduling all intra-office referrals for new or existing patients within the clinic, coordinate patient services efficiently and assist in referring between all NAL programs, as well as maintaining awareness of trends and parents and the need for new services.

An ideal candidate will have a passion for providing a high level of customer service to mental health and substance use disorder clients. Additionally, candidates will have had prior customer service experience in a fast-paced environment.

Nystrom & Associates is a team of mental health professionals that specialize in psychiatric evaluations, clinical social work, and family therapy. We are committed to helping patients in our community who are experiencing personal, emotional, marriage, family or psychological problems. Founded in 1991, we offer an intensive outpatient substance use disorder program, psychological testing, and behavioral health and medication management services.

Job Duties:

• Register and integrate new patients in emerging programs
• Educate patients and clinicians on all services offered within the clinic, including other NAL programs and locations
• Attend staff meetings and trainings as needed to educate staff on the live referral process and other Registration processes
• Follow up with clinicians regarding patient care issues and patient scheduling (i.e. patient needs a referral due to insurance change, patient was hostile with staff, etc.)
• Maintain awareness of trends, patterns, and need for new services; report these to management as needed
• Record all incoming calls and daily check outs in accordance with current policy and procedure
• Assist with the front desk and answering intake calls depending on clinic needs
• Assist with shift coverage in the event of staff shortage
• Other duties as assigned
  

Qualifications:

• Prior experience working in health care settings is preferred but not required
• Ability to multi-task and handle stress effectively
• Must be proficient in use of computers.
  
  

Hours (Please ensure that you can work the listed shift below):

• Monday-Friday 7:30am-4pm
  
  

Benefits:

Nystrom & Associates, Ltd. prides itself on the benefits and compensation offered to staff, including:

• Medical & Dental insurance
• Paid Time Off (PTO)
• Paid Holidays (Nystrom is closed in observance of 5-7 Holidays a year and staff are not required to work)
• Opportunities for professional growth and career advancement
• Health Savings Account (HSA) and Flexible Spending Account (FSA) for applicable medical and dependent care expenses
• 401(K) Retirement Plan with employer matching contribution
• Supplemental insurances, such as short term disability, cancer insurance, and accident insurance
• Employee Assistance Program
• Free Term Life Insurance Policy
• Tuition discounts with a number of schools:
• St. Mary's University - 10% discount
• University of Northwestern - St. Paul - 10% discount for select programs
• Bethel University - $400 Scholarship per term for select programs
• Capella University - 10% tuition discount plus additional perks
• Adler Graduate School - 10% tuition reduction