[Hiring] Referral Coordinator @Tennessee Voices For Children

Role Description

This role combines customer service, intake coordination, and administrative support for behavioral health services. Responsibilities include assisting clients and families, managing referrals, scheduling appointments, maintaining records, verifying insurance, and coordinating care and resources. The position also supports office operations, program compliance, reporting, and Behavioral Health Safety Net services.

• Provides information, referrals, advocacy, and support to inquirers who contact the agency via telephone, email, or internet.
• Completes intake and documents contacts in Qualifacts Point of Entry database.
• Ensures callers are linked to resources and information necessary to address needs either directly or through referral to TNV programs.
• Disseminates resources and other informational documents to inquirers.
• Gathers pertinent documents (IEPs; Release of Information, Permanency Plans, reports) as may be required for service delivery.
• Distributes, maintains monthly satisfaction surveys and survey monkey questionnaire, and runs monthly and quarterly reporting on surveys.
• Coordinates with staff and assists with scheduling service visits and collecting payment for services as applicable.
• Assist with gathering information and processing the release of medical records.
• Ensure proper front desk coverage, answering phone calls and greeting guests.
• Responsible for implementing and assuring building maintenance/needs are met.
• Oversees and assures timely and accurate ordering of supplies.
• Work closely with the Clinical Director, VP of Programs and Clinical Providers to accomplish program goals and objectives.
• Knowledge of the service area and of TNV clinical resources for youth, families, and adults.
• Facilitate each client’s progress through the complete intake process, referral to program engagement.
• Assist with gathering all information for Behavioral Health Safety Net (BHSN) and enter into EHR as well as State Portal to manage BSHN admissions.
• Assist with monthly care coordination for those enrolled in BHSN Program for the purpose of linking to clinically indicated services or to benefits that would provide an alternative payer source for services.
• Services can be:
• Completing related documentation to identify the needs of the individual.
• Monitoring and follow-up activities for care.
• Monitoring progress toward treatment plan and engagement in services.
• Monitoring and assisting with follow-up for therapy, medication management, pharmacy assistance, lab-work and community engagement.
• Ensure youth and families/natural support, where appropriate, are engaged in all aspects of the Intake process or BHSN program as appropriate.
• Assist with the facilitation of internal referrals and manage special request of outpatient service recipients by reviewing staffing availability in other TNV programs.
• Assist with the scheduling for all clinical services for service providers, including therapy, psychiatry, and intake services and adjust need to accommodate service recipients and service provider using Microsoft Office and electronic health record software.
• Assist with the scheduling phone line and be available during business hours to take calls pertaining to scheduling and medical records.
• Enter all service recipient information in EHR system, scan all new service recipient medical records into EHR system and ensure accuracy of patient information, demographics, insurance and any additional information.
• Assist with verifying insurance information through use of TN Anytime, Availity, UHC Portal and other provider portals as necessary and input into EHR.
• Assist with verifying and confirming copay information and coinsurance information for all commercial insurances and enter into EHR.
• Follow up with referrals for TN Voices within 24 business hours of receipt of referral.
• Communicate with referrals about initial paperwork and obtain all necessary releases of information for clients to begin services with TN Voices and scan that paperwork into the EHR.
• Work with Clinical Director to receive referrals for medical records and provide appropriate follow-up with referrals to send out required paperwork.
• Demonstrate enthusiasm for all services of TNV and be fully knowledgeable about the regions where services are provided, and benefits of TNV services.
• Adhere to establish Security/Confidentiality and HIPAA guidelines while handling all protect service recipient information and ensure that we conform to CARF standards applicable to the services provided.
• Provide direct service delivery as assigned.
• Monitors and disseminates correspondence received via email, fax, or postal service.
• Other duties and/or tasks as assigned.

Qualifications

• High school diploma or equivalent. Bachelors or Associate degree in social or behavioral science or closely related field strongly preferred.
• Non-profit organization experience and work history within child serving systems preferred.
• Three years customer service preferred.

Requirements

• Excellent collaboration, exemplary customer service, and time management skills.
• Knowledge of the developmental, mental, emotional, relational, and social needs of children, youth, and young adults.
• Ability to effectively communicate to various internal and external audiences both in person, and through various electronic media.
• Desire to help and support individuals, parents of youth and adolescents with strong customer service skills.
• Commitment to system of care principles, cultural competency & effective teamwork.
• Proven ability to train and provide leadership.
• Strong written and verbal communication skills.
• Demonstrated ability to work independently and efficiently.
• Strong computer and organizational skills.
• Proficient in Microsoft Office.
• Proven ability to implement procedures and solve problems.
• Sound, rapid decision making and consulting skills.
• Ability to travel, access to reliable transportation and current auto insurance required.
• Access to reliable home internet service required.

Company Description

Tennessee Voices Inc. is Tennessee’s collaborative leader in mental health and family well-being. Each year, we serve thousands of children, parents, and adults across all 95 counties with services that prevent crisis, heal trauma, and build long-term stability. Our model works because it’s whole-family, trauma-informed, and community-driven. By healing parents alongside their children, providing critical resources like housing and mental health support, and advocating for systemic change, TN Voices helps families thrive and communities grow stronger.