Heather Styer

Major Responsibilities:

Direct Service:

• Provides behavioral health screenings at assigned PCP clinics and over telephone
• Provides psychosocial support and education to patients during warm hand-offs and follow up contacts
• Provide patient education resources about common mental health and substance abuse disorders and the available treatment options as assigned by BH clinician and consulting psychiatrist.
• Assists patient upon arrival for virtual BH session,
• Conduct patient contacts over the phone or in person/in patient's home to record patient's current status, ability to follow care plan, barriers to care and alert care manager of issues/concerns within department guidelines.

Coordination of care:

• Effectively and efficiently communicates with patients and healthcare professionals to ensure smooth care transitions.
• Support the mental and physical health care of patients on an assigned patient caseload.
• Closely coordinate care with the patient’s medical provider and, when appropriate, other mental health providers.
• Identifies and maintains appropriate communication with supervisor involving problems and observations in course of daily operations
• Communication with case managers, managers, directors, other health care professionals, and various staff in a positive fashion in order to promote behaviors of excellence, patient satisfaction, quality services delivered and resolution of issues
• Facilitate referrals for clinically indicated services outside of the organization (e.g., social services such as housing assistance, vocational rehabilitation, mental health specialty care, substance abuse treatment).

Recordkeeping:

• Maintains behavioral health screenings within established guidelines
• Ensures appropriate releases are signed and up to date per policy
• Maintains record of patients being seen by BH clinician
• Ensures BH specialty care referrals are made and followed up

• Greeted patients upon arrival and directed them to the appropriate area.
• Provided customer service by answering patient questions and addressing concerns.
• Verified insurance information, collected payments, and scheduled appointments.
• Assisted with the completion of medical forms and records.
• Maintained a clean and organized reception area.
• Answered incoming calls in a professional manner.
• Ensured all necessary paperwork was completed prior to patient visits.
• Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
• Inputted patient demographic data into electronic health record system.
• Scanned documents into electronic health record system as needed.
• Performed administrative duties such as filing, faxing, photocopying.
• Adhered to HIPAA regulations when handling confidential patient information.
• Collaborated with supervisor on process improvement initiatives.
• Identified opportunities for process improvement.

Major Responsibilities:

• Reviews work queues to identify unscheduled ordered services and connects with the patient to schedule the appropriate service.
• Schedules appointments including complex specialty appointments and adheres to appropriate protocols. Communicates to the patient all pre and post appointment instructions (i.e., medication guidelines, food/beverage consumption guidelines, check in procedures, directions to facilities, etc.). Schedules the ordered medical service accurately and links order to appointment.
• Responsible for providing provider referrals to patients based on the ordered medical service and patient’s preferences.
• Responsible for documenting all contact attempts to schedule the ordered medical service in the patient’s electronic health record and adhering to department workflows and procedures for contact attempts. Responsible for notifying the ordering provider through telephone encounter in electronic health record when an ordered medical service is removed according to the department’s assigned removal reasons.
• Provides the highest level of patient service by problem solving, documenting patient concerns, and identifying appropriate follow-up for patients. Educates patients regarding referral and authorization requirements, payer coverage, eligibility guidelines, and insurance related changes or trends.
• Performs registration responsibilities to ensure accurate patient information and confirms patient payer information.
• Maintains knowledge of the following and the associated reference material; Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization and current accepted insurance plans.
• May obtain demographic and insurance information. May ensure insurance and patient information obtained is complete and accurate and update information if necessary. May update financial information and other data when changes or additions occur, and may communicate to patients as appropriate.