Description

At Athena Care, our mission is to improve access to quality mental health care so that people can live happier, healthier, more productive lives. Our vision is to create the leading mental health services platform in Tennessee and neighboring states. Athena Care provides comprehensive mental health services to children, adolescents, and adults across middle Tennessee. Services include diagnostic assessment, medical management, psychotherapy, and TMS and Spravato treatments along with Intensive Outpatient Services for adolescents and adults. Founded in 2001, Athena Care is “in-network” with most major insurance plans.

Athena Care is seeking a full-time IOP & PHP Admissions Specialist for our Hendersonville clinic. The schedule for this position will be Monday - Friday, in office.

The IOP & PHP Admissions Specialist provides administrative and operational support for the IOP & PHP program. This person serves as a point of contact for IOP & PHP needs, greets patients, navigates the check-in and out process while striving for patient satisfaction in every interaction. In addition to excellent customer service the IOP & PHP Admissions Specialist must be dependable, reliable, and punctual for every scheduled shift. 

Core Job Duties & Responsibilities 

Administrative:

• Answer calls or other contact forms from patients; engage professionally and courteously with contacts.
• Monitor, update, and coordinate the referral funnel, ensuring a smooth process from initial inquiry and prospect engagement through scheduling patients into Intensive Outpatient and partial hospitalization services.
• Greet incoming patients and assist with the check-in process; collect copay/balance at check-in; call to collect all telehealth copays/balances after the appointment is over.
• Monitor the Athena care phone system for IOP/PHP-specific calls; respond to all referrals to IOP/PHP.
• Serve as the expert source of reference regarding program specific treatment models to both internal and external sources. 
• Act as point of contact for administrative tasks related to admission into the IOP/PHP program.
• Conduct pre-admission/intake tasks into IOP/PHP program, including UR review and insurance benefits verification, supporting both patients and providers during the process, and ensuring IDs and insurance cards and all other required documentation is uploaded into the EMR.
• Become knowledgeable of and provide administrative support related to the internal/external referral process working with business development, internal/external referral sources and parents.
• Ensure compliance with all policies and procedures, including maintaining patient confidentiality and compliance with regulatory agencies (e.g., OSHA, CLIA, HIPAA).
• Identify and resolve patients' needs and issues to ensure quality patient service as they arise.
• Follow correct protocol for handling inquiries as they arise.
• Complete administrative and operational tasks to ensure the office is clean, organized, free of clutter, and presents well to patients and visitors.
• Communicate effectively within the organization, providing regular updates to supervisors and peers about current and completed tasks.
• Request all office supplies for the assigned clinic and support printing/stocking/collating business development/marketing materials as needed.
• Complete medical records requests or forward to the appropriate person as needed.
• Sort mail for the assigned clinic and ensure it is delivered to the appropriate person.
• Complete monthly safety/fire extinguisher/emergency lights log.
• Maintain freezer/refrigerator temperature log daily.
• Perform weekly safety plug checks.
• Maintain first aid kit to meet state regulations.
• Support front desk needs for other clinics as requested.
• Perform other duties as assigned.

Financial:

• Conduct financial conversations with prospective and active patients regarding their estimated out-of-pocket expenses.
• Collect patient payments at the time of service.
• Assist with patient balance collections, including establishing payment plans.
• Obtain authorizations required from commercial payors for services and monitor the current status of approved days.

Clinical:

• Shadow groups to offer administrative support as needed.
• Provide superior customer service to all individuals and agencies involved through all modes of contact.
• Identify and resolve patients' needs and issues to ensure quality patient service as they arise.
• Follow correct protocol for handling inquiries as they arise. 
• Collect and share all required documentation such as consent, ROI’s, PHQ 9’s and satisfaction surveys.
• Schedule adjunct services such as medication management, psychological testing, 1:1 therapy or other Athena Care services. 

Requirements

Education/Experience:

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 1-year prior healthcare experience preferred.

Licenses/Certifications:

• None required

Knowledge, Skills, & Abilities

• Verbal communication
• Phone skills
• Listening
• Data entry skills
• People skills
• Informing
• Customer focus
• Customer service
• Attention to detail
• Professionalism
• Multi-tasking

Physical Requirements

• This is an office-type role with primary sedentary job duties and limited reaching, pulling, pushing, or carrying.