Job Description

The Patient Care Coordinator/Admissions Coordinator serves as the first point of contact for prospective patients seeking treatment for substance use disorders. This position is responsible for coordinating the admissions process, conducting intake screenings, verifying insurance benefits, scheduling assessments, and ensuring a smooth transition into treatment. The Patient Care Coordinator works closely with clinical providers, counselors, medical staff, referral sources, and patients to provide compassionate, timely, and efficient care while maintaining compliance with all federal, state, and organizational regulations.

Essential Job DutiesAdmissions & Intake

Respond promptly to incoming phone calls, referrals, and walk-in inquiries regarding treatment services.
Conduct initial pre-screening interviews to determine eligibility for IOP services.
Schedule clinical assessments and admission appointments.
Collect demographic, medical, psychiatric, substance use, and insurance information.
Obtain all required admission paperwork, releases of information, and consents.
Ensure all admission documentation is complete and entered accurately into the electronic health record (EHR).
Coordinate same-day or next-day admissions whenever possible.
Explain program expectations, schedules, attendance policies, and patient responsibilities.

Patient Care Coordination

Serve as the primary point of contact throughout the admissions process.
Coordinate communication between providers, counselors, nursing staff, case managers, and administrative personnel.
Assist patients in overcoming barriers to treatment, including transportation, scheduling, childcare resources, and community referrals.
Follow up with prospective patients who have not yet enrolled.
Maintain regular communication with active patients regarding appointments and treatment participation.
Coordinate referrals to higher or lower levels of care as clinically appropriate.

Insurance & Financial Coordination

Verify insurance eligibility and benefits.
Obtain prior authorizations when required.
Explain financial responsibilities, copays, deductibles, and payment options.
Collaborate with billing staff regarding insurance issues.

Referral Management

Develop and maintain relationships with referral sources, including hospitals, physicians, emergency departments, employers, probation/parole officers, drug courts, and community agencies.
Coordinate receipt of referral documentation.
Ensure timely communication with referral partners regarding admission status while maintaining HIPAA compliance.

Documentation & Compliance

Maintain accurate and timely documentation in the EHR.
Ensure compliance with HIPAA, 42 CFR Part 2, state regulations, CARF standards (if applicable), and organizational policies.
Track admissions, referrals, and conversion metrics.
Assist with quality improvement initiatives and audits.

Customer Service

Provide compassionate, nonjudgmental support to patients and families.
Create a welcoming environment for individuals seeking recovery services.
Address patient concerns professionally and promptly.
Maintain confidentiality at all times.

Administrative Duties

Answer incoming telephone calls and direct inquiries appropriately.
Schedule appointments and coordinate provider calendars.
Scan, upload, and maintain patient records.
Monitor admission paperwork for completeness.
Participate in staff meetings and interdisciplinary treatment team meetings as requested.
Perform additional duties assigned by management.

QualificationsRequired

High school diploma or GED.
Minimum of one year of experience in healthcare, behavioral health, substance use treatment, or medical office administration.
Excellent customer service and communication skills.
Strong organizational and multitasking abilities.
Experience with electronic health records (EHR).
Knowledge of HIPAA confidentiality requirements.
Ability to work independently and collaboratively in a fast-paced environment.

Preferred

Associate's or Bachelor's degree in Healthcare Administration, Social Work, Psychology, Human Services, or a related field.
Experience working in addiction treatment, behavioral health, MAT programs, or IOP/PHP settings.
Knowledge of ASAM Criteria and levels of care.
Experience verifying commercial insurance and Medicaid benefits.
Familiarity with prior authorizations and utilization review processes.
CPR certification (preferred).

Knowledge, Skills & Abilities

Strong interpersonal and motivational interviewing skills.
Ability to communicate with patients experiencing crisis or active substance use disorders.
Excellent time management and organizational skills.
Ability to maintain confidentiality and professional boundaries.
Strong computer skills, including Microsoft Office and EHR systems.
Ability to prioritize multiple tasks while maintaining attention to detail.
Problem-solving and critical-thinking skills.

Physical Requirements

Ability to sit, stand, and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Frequent use of computers, phones, and office equipment.

Work Environment

This position is performed primarily in an outpatient addiction treatment setting. The employee will interact with individuals receiving treatment for substance use and co-occurring mental health disorders and must demonstrate professionalism, empathy, cultural competence, and a commitment to patient-centered care at all times.

Performance Expectations

Success in this role is measured by:

Timely admission of eligible patients.
Positive patient satisfaction and engagement.
Accurate and complete documentation.
Efficient coordination of care.
Strong communication with clinical staff and referral partners.
Compliance with all regulatory and organizational standards.

Nola Par

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