Data Entry - Baystate Health

Req#: R17257
Category(s): Administrative Support, Data Entry
Full Time / Part Time: Full-Time
Shift: First


Under direction performs various duties and functions, including intaking of referrals, insurance verification, and timely scheduling outpatient visits at the Family Advocacy Center. The Intake Coordinator demonstrates respect, collaboration, and excellent communication in helping patients access needed services as efficiently as possible. The intake coordinator demonstrates the ability to work with a population of patients who have been impacted by crime, including but not limited to child sexual and physical abuse, exploitation, and human trafficking or families impacted by homicide.

The scheduling/intake coordinator specialist acts as a bridge for referring physicians, patients, and community partners. The scheduling specialist is responsible to ensure appropriate and timely access of care for patients throughout the Northern, Eastern and Metro regions within Baystate Health System.

The scheduling team serves as a partner with Baystate Medical Practices (BMP), physicians and other care providers, and their clinical teams to ensure integrated, patient-centered care that ensures timely delivery with appropriate provider access for patient care. The service team fosters communications and high-level service and satisfaction to clients (referring physicians, patients, and community partners).

The scheduling/intake coordinator specialist will understand patient conditions and needs from the referring provider and then utilizes his or her clinical and administrative knowledge to make decisions that will enable the appropriate referral disposition and the most expedient and efficient access to care. 

The scheduling/intake coordinator specialist is responsible for ensuring efficient work processes, positive referral outcomes that meet provider and patient needs, and strong relationships with clients that build the loyalty of all referring physicians and patients.      

Job Requirements:

1- Receives all incoming calls from potential patients, conducts thorough screening interviews over the telephone, gathers basic information, and clearly translates this information to relevant intake forms.  Assesses case priority (triage) and determines appropriate referral disposition. 

2- Responds to physician BMP, Community Providers needs to ensure appropriate and timely access to care for patients with the Family Advocacy Center. Investigates issues/problems as identified by referring physicians and/or their associates, which may require considerable initiative and investigation, judgment, and discretion regarding patient’s clinical diagnosis that will guide decision-making for selection of BMP MD Specialist and timing of patient care.  

3- Receives all referrals from internal referral sources and external referral sources, including outside professionals, social service agencies, etc.  Obtains relevant case information from these referral sources and establishes with the referral source the mechanism through which contact with the potential patient will be made.

4- Responds to referring physician needs and concerns in a timely manner. Provides responses to referral source via telephone, fax, and online portals promptly, professional, sensitive and courteous manner.

5- Engages directly with patients to support timely, appropriate appointment scheduling.

6- Responsible for obtaining referrals, authorizations and diagnosis that meet medical necessity requirements to ensure maximum reimbursement for clinic visits and outpatient testing. Review CIS information to ensure correct clinic appointment type and duration has been assigned.

7- Responsibly manages insurance pre-certification activities for accepted referrals.

8- Troubleshoots difficult and hard to resolve problems, using a high level of judgment and knowledge of health system processes and functions. In solving problems, works closely with FAC practice teams (clinical and non-clinical), and schedulers in meeting referral source requests on behalf of patient needs. Uses judgment regarding issues regarding the need to escalate to the ancillary department, procedural area managers communicate all sensitive information and challenges/problems to the Manager.

9- Responsibly manages the case assignment process and maintains current information regarding appointment/bed availability.

10- Provides information to those callers seeking information about appropriate services.  Continuously cultivates new referral sources through respectful and collaborative contacts with potential referrers.  Maintains positive, responsive relationships with current referral sources.

11- Schedules appointments using departmental software.

12- Provides referral to appropriate resources for those patients who would be more appropriately served in another setting.

13- Demonstrates use of quality/process improvement in daily activities. Positively support and adopt to change and enhancements as needed.

14- Engaged and Customer Focus. Able to work effectively in a team environment.

15- Performs mentoring responsibilities during new staff introductory period.

16- Content expert for assigned activities and resource to team.

17- Acts as a role model for staff by exhibiting positivity, confidence, and an overall professional attitude.

18- Exceeds both departmental QA and Productivity Standards.

19- Mastery of Intake Coordinator activities.

Required Experience:

3-5 years of experience in a physician office or health care setting.  Understanding of referral relationships required along with a good working knowledge of the client service function. Able to adapt to fast paced, high energy department. Strong oral, written and interpersonal communication skills. Maintain strict standard of confidentiality.

Skills/ Competencies:

Experienced and comfortable working with physicians/medical professionals, with the goal of meeting their needs. Solid communication skills in English (both written and verbal). Positive, upbeat personality with a positive outlook. Orientation focused on service excellence. Experienced and familiar with medical practices, hospital services, operations and environment. Ability to use phone, computer and related technology. Ability to communicate in writing and orally in English, in a consistent professional manner reflecting the Baystate Operating Principles. Ability to effectively manage multiple projects. Demonstrated ability to problem solve. Demonstrated ability to develop, maintain effective working relationships with internal and external clients in a professional and positive manner. Ability to influence outcomes without direct line of authority and in a professional and positive manner. Ability to plan, organize and manage resources within prescribed timeframes (prioritize and focus). Ability to identify and respond proactively to primary client/customer needs with the amount of detail needed to achieve resolution.   Ability to actively listen and engage n communications to ensure understanding of requests/needs of clients. Ability and willingness to learn new processes, software or other tools as needed to ensure efficiency and effectiveness. 

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



Bachelor of Arts, High School Diploma (Required)


Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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