Behavioral Health Services Coordinator/CMA

JOB DESCRIPTION 

Title:                      Behavioral Health Services Coordinator/Clinical Medical Assistant 

FLSA Category:    Exempt

Reports To:           Director of Patient Services 

Date Issued:        January 12, 2024, July 2025, May 2026

Job Summary: 

Under the direct supervision of the Center Manager, the Behavioral Health Services Coordinator/Medical Assistant will perform bi-lingual administrative support to patients in regards to daily answering incoming patient calls, determining patient eligibility, scheduling appointments, informing patients of payments due/balances and processing patient payments, coordination of behavioral health services with Behavioral Health Providers and other team members in order to perform the assigned work in fulfillment of GBMS’s Mission. Works closely with the Director of Behavioral Health Services but reports to the Center Manager at the assigned location. 

Essential Functions:  

• Attend training to schedule patients for HEDIS measurements as arranged by  Population Health Department at GBMS.
• Schedule Behavioral Health patients for visits related to preventive medical care and focused on HEDIS measures and schedule medical patients for behavioral health services to reduce barriers to care.
• Monitor no-shows for preventive medical appointments.
• Target to get 50% of Behavioral Health patients to meet preventive medical care needs as measured by HEDIS measures and other measures (e.g., HgA1c, blood pressure, cancer screenings).
• Reach out to Behavioral Health patients and HEDIS patients within seven days of an Emergency Room visit.
  • Manage scheduling of more difficult clients.
  • Assist providers with follow-up appointment scheduling.
• Assist providers manage technical challenges, particularly with telehealth.
• Educating patients on telehealth applications and use of the system.
• Manage medication prior authorizations for patients.
• Monthly reporting of client visits by provider and reviewing results with management and providers.
• Capturing Policies and Procedures for MH/BH to comply with grants and Greater Baden practices.
• Assist with the development of clinical quality measures that align with the grant outcome or organization initiatives (e.g., increasing patient attendance to telehealth appointments.
• Monitor utilization, fiscal impact, challenges, and outcomes of Telehealth applications, sharing and disseminating information for continual quality improvement. 
• Assist with various grant implementation and reporting.

 Clinical Medical Assistant duties : 

 Preloads, reviews charts and or EMR for scheduled patients before clinic starts. Ensures that needed lab or other results are in the EMR. 

• Escorts patient back to the exam room; updates the problem list and or history; obtains and records vital signs and reason for visit; prepares the patient for the provider. 
• Monitors appointment schedule to ensure low wait time, and that all patients are identified and not overlooked. 
• Completes referrals, including preauthorization, as appropriate; assists case management by follow through of patient compliance with alerts. 
• Returns and follow up calls to patients for the provider. Provides follow up services as requested by the provider and/or as indicated by the needs of the patient. 
• Documents telephone encounters with patients in EMR. 

 Nonessential Functions: 

1. Performs other duties as assigned.

 Core Values: Quality, Respect, Teamwork, Equity, Passion, Integrity, Love 

 Supervisory Responsibility - None 

 Managerial Responsibilities - None 

 Minimum Qualifications: 

1. High School diploma, GED, or equivalent certification of competency.
2. Bachelor’s Degree in business administration, public health, program management or equivalent discipline; and two (2) years of specified work experience.
3. Demonstrated ability to write accurate, well organized and descriptive text.
4. Strong organizational skills and attention to detail
5. Excellent written and oral communication skills
6. Ability to multitask in a fast-paced work environment
7. Positive, professional, team-oriented attitude
8. Proficient in Microsoft Word, Excel, and PowerPoint
9. Other relevant duties as assigned
10.  Bilingual Spanish/English Preferred, but not required

 Communication: 

1. Internal: Daily contact with center staff and providers

1. External: Frequent contact with insurance carriers and vendors.

 Competencies Needed: 

 Accountability - Meets established expectations and takes responsibility for achieving results; encourages others to do the same. 

Analytical Skills – The ability to tackle a problem by using a logical, systematic, sequential approach. Possess creative thinking, learning, systems thinking and problem solving. Must be effective at defining and solving problems in order to ensure that the real, underlying challenge is understood and that solutions actually address it. 

Healthcare Systems – Knowledge of healthcare and medical terminology. 

Interpersonal Skills – Work closely with other team members to effectively support their work so that solutions can be effectively implemented. Serves as a liaison for various staff and/or management and acts as the Point of Contact. 

Results Oriented – The ability to focus on the desired results, setting challenging goals, focusing effort on the goals, and meeting or exceeding them. 

Reporting - Drafts, runs, and distributes reports. Provides overview and communicates report findings. 

Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

 Physical and Mental Demands 

1. Ability to remain in a stationary position 50% of the time.
2. Ability to cope with stress.
3. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
4. The person in this position frequently communicates with patients and/or employees. Must be able to summarize and exchange accurate information.
5. Performs a variety of duties, often changing from one task to another.
6. Performs with frequent interruption or distractions.
7. Adjust priorities quickly as circumstances dictate.
8. Ability to interact appropriately with colleagues for different purposes in different context.
9. Expressing or exchanging information to convey detailed spoken instructions accurately, or quickly.
10. Ability to judge distances and spatial relationships to see objects where and as they actually are.
11. Cognitive ability to analyze, count, summarize and synthesize information from multiple sources

Language Skills 

Bilingual Spanish/English preferred, but not required

 Ability to read and interpret written or verbal documents and instructions. Ability to speak effectively to patients, employees and/or stakeholders of the organization. 

 Travel 

This position may require travel within the community. Ideally mainly in Brandywine or Capitol Heights.