Description
Under direct supervision, obtains relevant information from self-referred or provider referred patients or their families regarding psychiatric emergencies (including but not limited to: suicidal ideation, suicide attempts, hallucinations, potential violence, extreme emotional instability) & other more routine request for Psychosocial services (including but not limited to: phobias, marital problems, divorce & separation issues, behavioral difficulties & family problems). Ensures necessary information is included on the intake form.
Essential Functions:
- Upholds KP's Policies & Procedures, Principles of Responsibilities & applicable state, federal & local laws.
- Triages the above information to the appropriate intake clinician for disposition, per established guidelines.
- Uses judgment, based on departmental guidelines, to determine when a clinician needs to talk to a patient immediately.
- Works in concert w/ the intake clinicians as part of on duty/triage team that processes new patients into the system.
- Calls & schedules patients for initial appointments, utilizing the computer terminal.
- Explains the procedures for initial appointment & informs patient of fees according to their mental health coverage.
- Informs patient of procedure for checking in including completion of questionnaire form for crisis appointments.
- Makes up charts for new patients & sends out questionnaires for couples.
- Sends multiple questionnaires if more than one family member is seen.
- Maintains a paper flow & log system, according to established departmental policy which allows for tacking of all initial referrals.
- Monitors referrals to be sure they are processed in a timely fashion.
- Maintains patient confidentiality at all times, including familiarity w/ the complex & specialized aspects of psychiatric confidentiality to avoid inadvertent breach of confidential information.
- May perform the following duties as required.
- Serves as liaison between the provider & patients by phone or in person, alerting clinicians to the patient's concerns & needs, especially those of urgent nature.
- Exercising tact, sensitivity & diplomacy in dealing w/ patients who are upset prior to a screening clinician or provider's availability.
- Sends follow up letters to patients who cannot be contacted by phone.
- Per established guidelines, assists patients who require referral to internal KP programs (Chemical Dependency Rehabilitation & Employee Assistance) or external programs (Child Protective Services & Mesa Vista Hospital).
- Provides telephone coverage for designated providers by taking messages w/ complete & appropriate information.
- Provides reception for designated area.
- Collects payments for services.
- Carries out appropriate cash control procedures.
- Schedules patient's next appointment.
- Processes necessary paperwork.
- Utilizes the computer terminal for patient scheduling & generation of provider schedules.
- Calls in medications to designated pharmacies.
- Communicates directly w/ psychiatrist when prescriptions are unclear or confusing.
- Request patient's medical chart ensuring availability prior to scheduled appointment.
- Ensures that release forms, reports from all providers, diagnostic evaluations & all pertinent documents are filed in the chart appropriately.
- Re-files returned charts.
- Provides information to members who inquire about debarments & community services.
- Explains procedures to access department services.
- Performs other duties as required.
- Assume other activities & responsibilities from time to time as directed.
Basic Qualifications:
Experience
• One (1) year clerical experience in a medical office or acute hospital setting with direct patient interaction required
• One (1) year medical office experience including multi-line phones, reception & computer use
Education
N/A
License, Certification, Registration
N/A
Additional Requirements:
• Good oral and written communication skills.
• Must complete and successfully pass Basic Computer Literacy test. Test must be on file during posting period.
Preferred Qualifications:
• Payroll, cash control, spreadsheet experience preferred.
• Medical Terminology preferred.
• Bilingual preferred.
Notes:
- May be required to work at various locations due to department need.
- Bilingual preferred.
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