BHAC Appointment Specialist - On-Call

Kaiser Permanente Aurora, CO
Description: Schedules a variety of Behavioral Health specialty care appointments in Psychiatry, Mental Health, Chemical Dependency, Behavioral Medicine Specialty, Eating Disorders, Geropsychiatry, Autism, Nursing and Crisis clinicians as assigned. Schedules intake, consultative, return, follow up and group appointments based on patient criteria, referral directives, patient care plans and booking guidelines.

Essential Responsibilities:

Understands and provides scheduling decisions and requirements, which improve and maximize overall system efficiencies and increase appropriate utilization. Instructs and explains requirements for appointments, protocol, nature of appointment, and other pertinent issues to the patient as within scope outlined and defined by department policy. Serves as a resource to internal and external customers in both outpatient and inpatient arenas. Makes members/patients and their needs a primary focus of one's actions; develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems.

Reviews the patient care chart history as necessary and responsible for communicating information between patients, providers and clinics per department protocols and guidelines (HIPAA, Break the Glass).

Proactively schedules to ensure available time is used appropriately by scheduling into proper slots, and by utilizing the wait list / cancellation lists.

Schedules appointments within department access time frames and/or refers new patients to a network of contracted providers based on patient criteria and preferences. Create necessary referrals in KPHC.

Screens patients for safety concerns, medications, or other conditions that could affect decision as appropriate.

Determines what is urgent, emergent or routine as appropriate based on department protocols or conferring with clinicians as needed, and connects patient with appropriate service. Ability to manage and direct calls involving individuals in potentially life threatening crisis scenarios, patients under the influence of substance abuse, and potentially hostile/abusive patients.

Maintains knowledge of all new protocols and booking guidelines and their implications for patients and Behavioral Health department, and enhances knowledge base necessary to identify and make regional scheduling decisions.

Communicate with new members regarding available services, providers and provider specialties.

Benefit Liaison - partners with KP business office to help provide financial or co-pay information to patients based on their selected benefit plan for Behavioral Health and refer to other departments and assistance as necessary. Schedules interpreter for non-English speaking members or members that are hearing impaired. Maintenance of technical equipment necessary for the job, copy machine, fax machine, computers, etc.

Confers with all Providers or immediate supervisor or Team Lead as needed. Must be able to adapt to new information on a daily basis as events arise that change booking procedures. Manage and distribute daily calendar of regional Behavioral Health providers, reschedule patients for providers who are out.

Other duties as assigned.

Basic Qualifications:


Minimum two (2) years of experience in a high volume call center or one (1) year ofexperience in a medical/mental health setting (i.e., community mental health centers, hospitals, etc.)


High School Diploma or General Education Development (GED) required.

License, Certification, Registration


Additional Requirements:

Ability to be flexible and adaptive to change while maintaining a positive attitude

Ability to seek direction/approval on essential matters, yet work independently using professional judgment ad diplomacy.

Ability to work under pressure and complete assignments in a timely manner.

Ability to effectively present information to others, including other co-workers.

Preferred Qualifications:

Minimum three (3) years of experience in the behavioral health field.

Knowledge of or experience in mental health or chemical dependency fields.

Experience with intake, data collection/analysis, non-clinical assessments, and client education helpful.

Primary Location: Colorado,Aurora,Waterpark I 2500 S. Havana St. Scheduled Weekly Hours: 1 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: Varies Working Hours End: Varies Job Schedule: Call-in/On-Call Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: SEIU - Local 105 Job Level: Individual Contributor Job Category: Behavioral / Mental Health Department: Behavioral Health Access Center Travel: Yes, 5 % of the Time

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

Click here for additional requirements >