Benefits:
- Health insurance
- Paid time off
- Vision insurance
- 401(k) matching
- Dental insurance
Job Summary
Under the direction of the Facility Operations & Customer Success Manager, the Facility Operations Coordinator serves as the liaison between PNS and its contracted facilities, ensuring clear and consistent communication and continuity of care. The Coordinator provides day-to-day administrative and operational support to PNS providers and to partner mental health and drug and alcohol treatment facilities, including scheduling, provider and facility support, onboarding and training, and tracking and documentation.
PNS partners with multiple mental health and substance use treatment facilities, providing psychiatric services as an extension of each facility's overall treatment program. Because each facility has unique operational needs, expectations, and challenges, this role requires flexibility and adaptability. The Coordinator must be able to adjust to changing priorities, accommodate reasonable requests, and respond to unexpected situations while maintaining a high level of customer service and support.
Knowledge, Skills, and Abilities
- Friendly, outgoing, people-oriented, with strong customer service and telephone etiquette
- Excellent written and verbal communication skills
- Ability to clearly train and guide providers and facility staff on systems and processes
- Strong computer and smartphone skills, with the ability to navigate and work across multiple EMR (electronic medical record) systems, communication platforms, and email accounts.
- Proficiency in Google Workspace, including Google Calendar, Sheets, and Drive
- Ability to prioritize multiple tasks at once and manage high stress in a fast-paced environment of changing priorities
- Strong sense of urgency and reliable follow-through on pending items
- Ability to work with little or no supervision
- Attention to detail and strong problem-solving skills
- Ability to follow established policies and procedures consistently
- Working knowledge of HIPAA and secure handling of confidential information
- Ability to professionally interact with all levels of staff
Education and Experience
- High school diploma required; college or equivalent education preferred
- Experience in a Healthcare setting or equivalent required
- Experience in a mental health or substance use disorder setting preferred
Physical Requirements
- Dependable attendance is required
- Ability to sit, walk, squat, bend, stand, reach, lift up to 40 lbs, and type for extended periods
- Visual acuity sufficient to maintain accurate records and understand written directions
- Ability to speak and hear sufficiently to give and receive information in person and by telephone
- Fine motor skills adequate for using computers and medical equipment or supplies, as needed
Duties and Responsibilities
The following are essential job functions. This list is not all-inclusive and may be revised, and additional duties may be assigned as needed.
Facility Liaison and Support
- Serve as the primary point of contact between internal teams and contracted facilities for patient-related and administrative needs
- Maintain friendly, consistent communication with facilities about their patients, including medication refill requests, form statuses, and patient questions
- Assist and guide facilities with day-to-day administrative tasks, such as medication enrollment forms, FMLA and disability paperwork, letters, and other forms
- Support verification of benefits and medication prior authorization processes, including follow-up as needed
- Adapt to varying operational needs, changing priorities, and unexpected requests across multiple contracted facilities while maintaining flexibility, professionalism, and a solutions-oriented approach
- Build strong working relationships with facility staff by providing responsive, reliable, and consistent support
- Navigate and manage multiple EMR systems and two separate email accounts to support daily operations, maintain communication, and access facility-specific patient records and information.
Communication and Escalation
- Monitor and respond to emails, voicemails, and messaging platforms, and ensure provider responses, within the established cutoff times
- Ability to properly route requests to the correct owner, and escalate issues outside the scope of daily operations to the direct manager
- Follow through consistently on all pending items, as they directly impact patient care, and work with a sense of urgency
Scheduling and Coordination
- Schedule and coordinate patient appointments, including transfer of care, alumni, procedures, and peer-to-peer review appointments, ensuring details are accurate and communicated to all parties
- Maintain calendars and appointment trackers across multiple platforms, and report any discrepancies
- Coordinate medication sample pickups
- Assist with provider coverage scheduling as needed
Provider Support
- Assist providers with administrative tasks, including obtaining schedule rosters, uploading lab reports and referral forms, and entering orders and results into patient charts
- Troubleshoot and assist providers with technical issues in EMR and prescribing platforms
- Create patient charts and support intake and evaluation workflows in the EMR
- Ensure provider billing sheets are completed as required
Onboarding, Offboarding, and Training
- Onboard new facilities and providers following established onboarding checklists
- Offboard facilities when indicated, including the transition to the appropriate representative
- Train providers and facilities on how to use TigerConnect, and train facilities on how to complete and submit patient forms, including work-related forms
- Coordinate provider training and shadowing during transitions
Tracking, Records, and Compliance
- Maintain accurate, HIPAA-compliant records and logs, including procedure and injection logs, lab results, signature stamps, and alumni balances
- Monitor patient counts to ensure they align with facility schedules and flag discrepancies
Team Support
- Cover for team members during absences
- Assist with projects and perform additional duties as assigned
