Unit Clerical Support - Baystate Health

Req#: R19582
Category(s): Administrative Support, Unit Clerical Support
Full Time / Part Time: Full-Time
Shift: First


Reports to the Manager of Adult Outpatient Behavioral Health and to the Program Supervisor of the Adult Partial Hospital Program who coordinates all daily activities. Works with patient care team to insure all business functions related to program operations are met. To include: reception functions, preparation / maintenance of medical records, patient registration, patient billing, managed care denial resolution, maintenance of inventory / supplies, well developed PC skills – including CIS / Kronos / SMS.

Job Responsibilities: 

1) Performs Reception Functions Effectively. Responsible for first line of telephone triage functions per department policies. Performs telephone triage responsibilities within clinical area based on policy / procedure / protocol. Displays good judgment in triage responsibilities as evidenced by minimal complaints throughout the year. Provides information and answers routine inquiries in accordance with established unit guidelines. Answers all telephone calls within the time frames set by department standards and / or policy. Accurately receives and communicates all verbal and telephone messages in a professional manner as evidenced by no complaints throughout the year. Triages phone calls to appropriate nurse / provider as evidenced by less than 1-3 complaints in a year

2) General Clerical Duties Performs a variety of clerical duties including filing, mailing, logging, copying, retrieving, faxing and operating standard equipment. Prepares charts daily and reviews for completeness and accuracy. Files chart copies, lab data, and other records daily as directed by supervisor and observed by departmental staff. Maintains, duplicates and distributes logs, records, reports, files and statistics as required and observed by supervisor and charge person. Requests charts as directed by medical / nursing staff. Opens, sorts and distributes all incoming mail daily as directed by supervisor and in a timely fashion, based on unit standards. Prepares all correspondence requests internally and externally within 72 hours of receipt as observed by supervisor or designated charge personnel. Maintains adequate inventory of supplies weekly and notifies designated personnel when par level are reached or exceeded.

3) General Clerical Duties-cont. Monitors office supplies and food services budgets and notifies manager when there is a need to exceed the budget allowance. Observes all health, safety and confidentiality requirements. Response to requests for medical records from other ambulatory sites is met 95% of the time. Medical records returned to site within 48 hours of visit 95% of the time. Punctuality standards met 100% of the time. Types letters and other correspondence as requested by clinical staff. Develops / revises formatting for all patient education handouts. Prepares all start up packets for charts and admission folders for new patients. Develops / revises unit specific medical record documental tools. Maintains adequate inventory of daily patient group handouts. Makes sure lunch orders for patients are put in by allotted time limit.

4) Kronos Enters staffing schedule as per unit policy. Reviews timecards and performs time card authorizations.

5) CIS Is able to locate patients in CIS with 100% accuracy and able to print face sheets on all new patients starting the program. Enters MD orders as needed. Accesses other clinical data as needed. Functions as super user / resource person. Reports critical laboratory results immediately to appropriate registered nurse or MD.

6) Registration Registers patients at time of admission into SMS and Behavioral Health databases. Maintains accuracy of demographic info, updating as needed.

7) Managed Care Recognizes the importance of maintaining the managed care systems established by the department, as evidenced by maintaining the system 100% of the time. Enters authorization info into Behavioral Health database. Submits data to managed care companies for their data collection. Collaborates with clinicians and the billing office to resolve disputes about authorizations and write-offs.

8) Billing and Charge Tickets Institutes billing procedures for BMC and BMERF. Reviews charge tickets completed by clinicians for accuracy and completeness 98-100% of the time. Ensures BMERF charge tickets have episode / diagnosis information to be sure appropriate coding can occur. Collects BMERF charge tickets for data processing and BMERF following departmental directive and / or policies as an ongoing process 24 hours per day98-100% of the time. Enters daily billing for all PHP volume into Behavioral Health Data Base.

9) Collaborates with a Central Intake representative in order to resolve rejected charges. Reviews write-off list with representative and compares it to the patient managed care sheets to ensure accuracy of original charge ticket and also reviews the SMS notes for comments from the billing office. Calls Managed Care Company and works with a representative to discuss rejected charges and works with them to readjust the charge.

Required Work Experience: 

1) 1 year of clinical experience required

Preferred Work Experience: 

1) 1 year of ambulatory experience is preferred

2)  Experience with CIS, SMS and Kronos preferred

Skills and Competencies: 

1) Successful incumbent will have had exposure to Medical Records / HIPAA

2)  Well developed PC skills including word processing and e-mail

3)  Knowledge of office procedures

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.



GED or HiSET (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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