Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Mental Health Intake Coordinator
Location: 3535 Market St
Schedule: M-F Day
Summary:
The Employee Assistance Program (EAP) Mental Health Intake Coordinator position, under the direction of the EAP Director, serves as a primary point of contact for employees and household members seeking EAP services. This role is responsible for telephone management, intake and triage, referral coordination, benefit education, scheduling support, and clinical documentation within the EAP.
The EAP Mental Health Intake Coordinator utilizes sound judgment, established protocols, knowledge of internal and community resources, and escalation procedures to determine the appropriate level of support for each caller, including crisis escalation to on call clinicians, completion of EAP intakes for counseling services, connection to work-life resources, and navigation of online self service tools. This role functions as the front door to the EAP, ensuring callers are supported, informed, and efficiently connected to the right services while maintaining confidentiality and regulatory compliance. The ideal candidate possesses excellent critical thinking and communication skills, both spoken and written, for determining and facilitating connection with appropriate services for potential patients.
Responsibilities:
Complete daily calls assigned
- Completes all scheduled calls with patients
- Intakes are completed accurately & within established time frames
- Utilizes proper billing area and appointment locations
- Patient outcomes are consistently and accurately communicated with primary care
- Coordinates appropriate referral arrangements
- Information entered in the clinical system is complete & in compliance with set, accepted criteria
- Follow adherence to criteria and CCBH policy/procedures to meet standards of chart audit of completed cases
- Keeps manager aware of potential issues/problems as they arise
- Demonstrate assessment and critical thinking skills, while following protocol, to appropriately screen, assess, risk stratify, and refer patients
- Recognize and communicate with supervisor when assistance is needed with determining the appropriate course of action
- Regulatory Compliance
- Completes consent to treatment
- In partnership with CPUP, SOM and the University, maintains accountability compliance with all federal, state, and local regulatory standards and requirements, including JCAHO, Department of Health, funding agencies, FDA, HIPPA, HCFA, DPW, LCGME, SCGME, department specific guidelines, and other
- Job duties are performed in compliance with departmental & regulatory standards.
- Ensure 100% observed compliance with Resource Center workflows and processes
- Ensure 100% goal achieved in completed calls assigned
- Ensure 100% compliance in reconciliation of EPIC and BHL documentation
- Financial
- Verifies insurance information
- Maintains a basic knowledge about accepted and non-accepted insurances within CCBH program
- Ensure 100 % accurate capture of billing information
Education or Equivalent Experience:
- Bachelor's Degree A bachelor’s degree in social work, Psychology, Marriage and Family Therapy, Counseling or any healthcare related field is highly preferred but not required (Required)
- Master's Degree Social Work, Marriage or Family Therapy or Healthcare Field Candidates working towards master’s degree in social work, Experience in customer service highly preferred (Preferred)
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.