Outpatient Intake Representative

Brattleboro Retreat•Brattleboro, VT

About The Position

Plays a key role in supporting patients as they access outpatient services at the Brattleboro Retreat. This position serves as an initial point of contact for individuals seeking care and works to ensure patients feel informed, supported, and guided through the intake process. The Outpatient Intake Representative gathers and tracks information necessary to determine program eligibility and clearly communicates next steps while helping patients understand available services and participation requirements. This role actively assists patients in navigating the healthcare system by supporting patient portal setup and communications, answering questions, and ensuring patients have access to important information related to their care. The Outpatient Intake Representative also facilitates scheduling, reception functions, insurance verification conversations, and initial financial screening to help patients understand their insurance coverage and explore financial resources that may assist with accessing treatment. Through collaboration with Practice Management staff, clinical teams, Patient Financial Services, insurance payers, providers, and patients, the Outpatient Intake Representative works to reduce barriers to care and promote timely access to outpatient services. This role is essential in helping create a welcoming, respectful, and patient-centered experience for individuals seeking treatment.

Requirements

Demonstrated customer service experience, preferably in a healthcare or patient-facing environment.
Knowledge of or experience with admissions, reception, registration, and scheduling processes.
Experience working with insurance payers (governmental and commercial), including eligibility verification, service coverage verification, and obtaining prior authorizations.
Proficiency in Microsoft Office applications and comfort navigating electronic health record (EHR) systems and online insurance portals.
Strong organizational and multitasking abilities, with the capacity to manage multiple priorities in a fast-paced environment.
Ability to work independently, including setting priorities, establishing deadlines, and managing competing demands effectively.
Excellent interpersonal and communication skills, including the ability to interact with patients in a respectful, compassionate, and professional manner.
Strong critical thinking and problem-solving skills to assist patients in navigating administrative and financial aspects of care.
Ability to effectively collaborate and communicate with patients, families, clinicians, team members, and other Brattleboro Retreat staff to support coordinated patient care.
Customer service experience required, preferably in a healthcare or patient-facing environment.
Insurance verification experience required, including familiarity with eligibility verification, service coverage, and prior authorization processes.
A high school diploma or equivalent (GED) is required.

Nice To Haves

Cash handling experience preferred.
Associate’s degree in a related field preferred.
Previous experience in admissions, registration, or centralized scheduling preferred.

Responsibilities

Coordinate and manage required patient forms and documentation needed to determine program eligibility.
Manage and track program packets to ensure all required information has been received, forms are completed, and documentation is uploaded promptly for eligibility review.
Communicate program eligibility decisions (approval or denial) to patients and provide additional information regarding program expectations, next steps, and available resources.
Manage program-specific patient portal communications, including responding to patient questions and assisting patients with portal setup and navigation.
Perform front-end reception duties as needed to best support patient needs, including thorough patient check-in and check-out, answering and triaging incoming phone calls, and scheduling or rescheduling appointments.
Maintain and update intake and workflow process documents as needed to support efficient operations and a consistent patient experience.
Process and track program-specific referrals in a timely manner to support prompt access to services.
Promote a positive patient experience by facilitating patient flow, notifying providers of patient arrival through the electronic health record (EHR), monitoring delays or no-shows, and communicating updates to both patients and clinical staff.
Perform additional duties as trained, requested, or assigned by the Practice Manager to support patient access and clinic operations.
Assist with verification of patient insurance eligibility and coverage for outpatient levels of care provided at the Brattleboro Retreat, including when prior authorization is required.
Utilize online eligibility platforms and current and past EHR systems to confirm insurance information and benefits.
Verify and update insurance information for new and existing patients, including changes to primary or secondary plans, loss of coverage, or identification of non-covered services.
Contact insurance providers to obtain required prior authorizations or referrals when necessary.
Communicate with patients regarding insurance verification outcomes, including expected financial responsibility and required co-payments due at or prior to appointments.
Explain non-covered services to patients when identified through insurance portals or communication with insurance representatives and provide guidance on next steps when appropriate.
Support provider scheduling by assisting with management of provider calendars, sending virtual appointment links, and contacting patients to schedule or reschedule appointments when needed.
Collaborate with other outpatient programs to support scheduling and patient access needs, which may include: Anna Marsh Psychotherapy (individual and group therapy) Psychiatry Specialty Medicine Clinic Intensive Outpatient Program (IOP) / Partial Hospitalization Program (PHP) Transcranial Magnetic Stimulation (TMS) Program
Attend and complete all required annual trainings.
Demonstrate work that reflects the integration of the Brattleboro Retreat’s mission and values, including compassion, respect, and patient-centered care.
Maintain reliable attendance and punctuality to ensure consistent support for patients and clinical teams.