Summary:

The Intake Specialist serves as a patient advocate and facilitates the process that allows for access to life changing care for members of the community. The Intake Specialist is a professional who serves as the first point of contact at the facility for all patients and families seeking services. Intake Specialists work within a collaborative team including physicians, providers, other intake specialists and many other members of a multidisciplinary team. The Intake Specialist gains career experience to develop and progress with a nationally recognized behavioral health leader.

Job Duties, Skills, and Responsibilities:

Welcomes patients and their caregivers to the facility.

Meet with admitting patients to educate them regarding the admissions process and ensure a seamless transition to the appropriate program.

Gather, confirm and input medical, insurance and demographic information, with accuracy.

Knowledge of all Rogers programs and services and the ability to explain to patients/families/referents.

Understanding of admissions paperwork and the ability to explain all forms to patients/guardians.

Obtain all signatures needed for admissions including, but not limited to:

• Patient’s Rights

• Consent for Treatment

• Consent for the Release of Information

• All other admissions forms

Register patients in the Cerner system.

Distribute/Scan all documents required for admissions; ensuring proper labels and make sure they are accurate and saved in Cerner. 

Responsible for initial safety check (wanding, banding) and secure patient belongings, and may include either supporting as a witness or performing belongings searches at times.

Has the ability to manage patients in crisis; de-escalation, maintaining positive and welcoming positive patient experience intake environment

For unscheduled admissions, greet the individual; may offer a phone screening with Patient Access or may conduct the remaining steps in the admissions process (screening, review and scheduling) in collaboration with Patient Access.

General knowledge of HIPAA and Emergency Medical Treatment and Active Labor Act (EMTALA) and how it relates to admissions.

Demonstrate clear, accurate and timely use of clinical encounter documentation.

Comply with needed metric collection to facilitate continuous improvement.

Explain insurance coverage to patients during the admission process and answer related questions.

Involve the Supervisor in cases that require special attention due to the complex nature of the case.

Ability to communicate and coordinate transfer to and from Rogers.

Communicate with members of the multi-disciplinary team, as needed, regarding documentation and clinical criteria to assist with reimbursement and third-party reviews and treatment issues.

Be available for on-call coverage as scheduled. Holiday and weekend rotations required.

Provide clear case summary to on-call provider to provide recommendation for level of care, as needed.

Provide accurate and complete clinical documentation on screening to support decisions for appropriate level of care for each patient.

Reach out and collaborate with Patient Access to schedule bed assignment.

Apply good practice principles to job duties.

• Use good communication skills and tact to deal effectively with third-party carrier representatives, professional staff members, Hospital management, and employees.

• Use common sense in situations and respond appropriately in all communication modes (body language, verbal) to each patient, regardless of his/her behavior.

• Maintain a calm attitude and create a conducive atmosphere in difficult situations.

• Work cooperatively and supportively with Hospital staff.

• Remain courteous and respectful to others during work interactions and be willing to work out problems on a one-on-one basis.

• Complete assignments and documentation on time.

• Take responsibility for and manage day-to-day problems, including implementation of treatment plans and completion of all documents.

Complete other duties as assigned by the Intake Supervisor.

Promote department goals and the Mission of Rogers Behavioral Health.

• Communicate goals to fellow staff members.

• Demonstrate measurable goal achievement.

• Maintain department policies and procedures.

• Include requirements and guidelines from external agencies (State of Wisconsin, Joint Commission).

• Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.

• Demonstrate acceptance and training of student interns in the department, as directed.

Demonstrate understanding of Joint Commission and other regulatory agency compliance regulations. 

• Involve self in the learning and application of standards relevant to Admission Services.

• Participate in in-services, seminars, and other meetings to increase involvement and awareness     of regulations.

• Involve self in the education of other disciplines regarding Admission Services’ regulations.

Conduct self in a professional manner.

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.

• Communicate with all individuals in a positive and professional manner.

• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.

• Communicate concerns and provide solutions for same.

• Attend outside seminars to promote professional growth.

• Demonstrate a positive and professional attitude toward parties outside Rogers (patient families, visitors, vendors, etc.).

• Comply with the Hospital’s policies and procedures, including Human Resources, Infection Control and Employee Health policies and programs. Project a professional image by wearing appropriate, professional attire.

Perform admission duties as follows:

• Verify insurance benefits on all patients and potential patients.

• Complete financial forms/statements for admits and explain these to the patients/guarantors.

• Complete insurance status forms and present them to the patients/guarantors.

• Secure deposits, as directed

Perform patient registration

• Understanding of admissions paperwork and the ability to explain all forms to patients/guardians.

• Utilize e-signature to complete admissions paperwork

• Communication and collaboration with admitting staff

• Audit compliance of admissions paperwork

Physical/Mental Demands:

• Ability to be flexible with work assignments, including schedule changes, caseload volume changes, changes in required documentation, program additions, and changes in policy and procedure. Flexibility as to shifts and rotation of on-call weekend shifts.

• Ability to work effectively with patients’ families, professional staff, and Hospital staff members.

• Ability to plan, control and direct all aspects of employee relations. Tact required to deal effectively with employees and professional staff. Logical thinking and discretion required to make decisions in initiating        and implementing policies and procedures and standards.

• Must be detail-oriented. Clerical abilities to keep records and files on referrals and referents. Ability to organize and coordinate admissions duties. Ability to systematically review documentation in detail and maintain accurate records.

• Ability to exercise good judgment in determining the correct course of action in admission procedures and to utilize independent thinking. Ability to assess appropriate levels of psychiatric care.

• Ability to maintain a cooperative, tactful, warm, courteous, respectful, and helpful attitude toward patients, families, referents, professional staff, and Hospital personnel at all times.

• Dependability, flexibility, and efficiency, possessing a positive attitude toward work at Rogers Behavioral Health.

• Work takes place primarily inside the hospital or other buildings on the Rogers Memorial Hospital campus. Physical requirements include lifting and carrying medical records, walking between buildings on campus, and occasional exposure to combative or aggressive patients.

• Verbal and hearing ability to interact with patients and employees. Ability to read and communicate through written, verbal and auditory skills. Numerical ability to maintain records and operate a computer.

• Physical and mental ability to perform job duties as verified by a physical exam by a licensed physician, per post-employment physical.

Education/Training Requirements:

• High school diploma or equivalent required. Bachelor’s degree preferred.

• American Heart Association CPR certification within thirty (30) days of hire. Bi-annual re-certification is required.
• Training in Nonviolent Crisis Intervention (NCI) within sixty (60) days of hire/transfer. Annual re-certification is required.

• Mental Health experience preferred.

• Computer skills required, including word processing.

• Previous experience in insurance, billing preferred.

• Oconomowoc Only: Valid driver’s license preferred and must be granted insurable status by the Rogers insurance policy.

The System also includes Rogers Behavioral Health Foundation, which supports patient care, programs, and research; and Rogers InHealth, an initiative that works to eliminate the stigma of mental health challenges.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)