Patient Access Representative I - Full Time, Days, Behavioral Health Patient Access, Morristown, NJ

Atlantic Health System • Morristown, NJ

5d

About The Position

Serves as the first point of contact for patients, families, referring
providers, and internal staff seeking behavioral health services. This role is
responsible for providing excellent customer service, gathering clinical and
demographic information, conducting preliminary screenings, scheduling
appointments, and providing referrals or information as appropriate. The
representative ensures callers are connected with the right level of care
quickly, safely, and compassionately.

Responsibilities

• Answer inbound calls in a timely, professional, and compassionate manner.
• Gather demographic, insurance, and preliminary clinical information to assess needs.
• Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
• Document all call details accurately in the electronic health record (EHR) and/or call management system.
• De-escalate distressed callers when possible and involve clinical staff when necessary
• Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
• Schedule appointments for behavioral health services according to established workflows
• Provide callers with information about program services, locations, and hours of operation.
• Assist with electronic referrals and manage referral work queues
• Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
• Follow up on voicemails and return missed calls within established timeframes.
• Participate in training sessions, and quality improvement initiatives.
• Maintain confidentiality and comply with all HIPAA and organizational privacy standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed