Recovery Access Coordinator (Finance)

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Time Type:

Full time

Department:

South End Recovery Services

All Locations:

1601 Washington Street, 79 Paris Street

Position Summary:

The Recovery Services Access Coordinator is a vital part of our harm reduction–focused clinics in the South End and East Boston, ensuring that patients receive timely, well-coordinated care across both sites. This direct patient-facing role combines compassionate interaction with behind-the-scenes coordination to keep services running seamlessly. You'll primarily work from one clinic, providing phone-based support for the other, with occasional on-site coverage as needed. In this position, you'll welcome and assist patients in person and over the phone, manage internal referral work queues, schedule and coordinate appointments, and serve as a central liaison between patients, providers, and staff.

Referral Management & Coordination:

• Manage and monitor internal referral work queues with the Recovery Services Department
• Process all incoming referrals, verifying patient demographics, insurance, and account information before scheduling appointments.
• Inform patients of potential fees, co-payments, and required documents.
• Provide patients with information and direct them to appropriate resources, including Patient Services, Patient Advocates, and other departments.
• Responsible for chart preparation for hospital follow-up and establish care visits. Assists in expediting flow of patients in the department by ensuring all the necessary documents and charts are available.  Completes initial review of outside records and updates medical record as appropriate.

Scheduling, Appointment & Office Management:

• Schedule, reschedule, and cancel appointments as per provider or patient requests.
• Block out staff schedules for approved time off and manage rescheduling due to staff illness or absence.
• Make confirmation calls for new patients.
• Handle incoming calls and emails regarding appointment inquiries and scheduling changes and referrals
• Manages office procedures –retrieves, replies to & transfers voice mail messages, creates and manages filing systems, faxes, creates and distributes  memos, reports, correspondence & forms.
• Track and order supplies

Provider and Patient Support:

• Patient facing and interacting role that is responsible for greeting patients, ensuring that the patient feels welcome, and orienting to the program. Respectfully reflects the needs and concerns of the patient.
• Consistently provides excellent customer service and makes patients feel welcome. Maintains a positive attitude.
• Monitor multiple department/provider schedules and in-basket pools to ensure timely responses.
• Assist with provider inquiries regarding patient scheduling, account status, or referral progress.
• Serve as the first point of contact for patient inquiries and appointment changes.
• Represents the department to outside entities in a professional positive way. Facilitates exchange of clinical information between outside institutions and NeighborHealth.

Insurance & Demographic Verification:

• Complete daily insurance verification processes for all scheduled patients.
• Ensure the accuracy and completeness of patient demographic information before appointments.
• Provide assistance with insurance-related queries and refer patients to the appropriate departments if necessary.

Documentation & Communication:

• Sort, fax, and scan patient documents and ensure they are accurately added to patient records.
• Assist with the completion of clinical forms, letters, prior authorizations and other documentation as directed by providers.
• Maintain clear and empathetic communication with patients and staff through written and verbal interactions.
• Composes and types detailed and accurate messages using telephone encounters and staff messages appropriately.

Collaboration & Teamwork:

• Work collaboratively with co-workers, share knowledge and expertise, and lend assistance to ensure department goals are met.
• Demonstrate professionalism, courtesy, and positivity in all interactions with patients and colleagues.

EDUCATION:

• High school diploma or equivalent required; associate's degree in healthcare administration or related field preferred.

EXPERIENCE:

• Previous experience in a healthcare setting, preferably in a behavioral health, substance use, or patient access role.

SKILLS/ABILITIES:

• Strong organizational and multitasking abilities with the capacity to manage complex scheduling and referral workflows.
• Proficient in Microsoft Office Suite and electronic health record systems.
• Excellent communication and customer service skills, with the ability to interact with patients, providers, and staff in a respectful and compassionate manner.
• Detail-oriented, with strong problem-solving skills and the ability to prioritize tasks effectively.
• Ability to work independently and as part of a team in a fast-paced environment.
• Bilingual skills are strongly preferred.

Additional Requirement: BLS/CPR Certification

Starting at $20.00 and up to $27.00 based on experience.

Schedule: Monday - Friday 8:00am - 5:00pm

EEO & Accommodation Statement:

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to HRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.