Sandhill Scheduler at Nystrom & Associates Ltd in O Fallon, Missouri

Job Description:

At Sandhill Counseling (a subsidiary of Nystrom & Associates), we believe that every person is valuable and worthy of kindness, love, and compassion. We know everyone has unique gifts and that profound change is possible!

We make a difference by meeting people where they are, engaging them with dignity, and empowering them to deal with life's challenges while being their best selves.

That's why we offer a supportive, inclusive culture where you can hone your skills, collaborate with a fantastic team and build a rewarding career focused on what matters most to you: helping others find hope.

We are seeking a Sandhill Scheduler. In this role, you would promptly answer patient phone calls in a timely and courteous manner and accurately schedule patients for appropriate services. Additionally, you would provide education to clients, triage calls to correct individuals within the organization, and verify/update patient demographic information.
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.

Reports to: Administrative Site Manager and Call Center Managers
Type: Non-exempt
Rationale: The Sandhill Scheduler 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:
1. Ensures a positive first impression for patients and referents by guiding them through the intake process with professionalism and empathy
2. Exclusively conducts all patient interactions through incoming and outgoing phone calls in a prompt and courteous manner, providing accurate information or triaging as appropriate
3. Handles patient inquiries by providing education on all services, intake procedures, and scheduling appointments
4. Register new patients by collecting and verifying demographic and insurance information
5. Process internal and external referrals and communicate scheduling outcomes
6. Collaborate with clinical staff regarding patient care issues and scheduling
7. Maintain awareness in trends, patterns, and needs for new services
8. Handle patient concerns and crises with empathy and patience and collaborate with site leadership to resolve as needed
9. Attend mandatory meetings and trainings
10. Other duties as assigned

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