Centerstone

Call Center Representative

• Ensure all callers are met with a tone of respect, compassion, and resolution while meeting standard call handling metrics.
• Assist individuals and families in connecting with and scheduling services which are most appropriate to their needs.
• Schedule new patient appointments with the most appropriate service line and/or best matched clinician.
• Provide brief telephone screening of clinical need and level of care required.
• Collect basic information from individuals seeking services and document contact in CRM and/or EMR.
• Manage specialty referral partners through concierge screening, assessment, referral and scheduling.
• Complete tele-video screening, test sessions, and scheduling for all patients of virtual/telehealth care.
• Capture funding source and complete brief insurance verification.
• Assess and provide intervention and/or connection to help for crisis callers.

Contact Center Specialist II

Compliance

• Supports and maintains an effective compliance and privacy program within an assigned market
• Ensures compliance with federal and state laws, regulations, and organizational policies, including HIPAA and applicable Office of Inspector General (OIG) Compliance Program Guidance
• Promotes ethical conduct and a culture of compliance and serves as a trusted compliance resource for leadership and staff
• Work collaboratively with market leadership to implement and maintain the enterprise compliance and privacy program within an assigned market
• Serve as the primary compliance and privacy resource for the assigned market
• Monitor completion of onboarding and annual compliance and privacy education and training to staff and leadership
• Provide compliance training for staff and leadership as necessary
• Assist with the development, implementation, and monitoring of the markets adherence to enterprise policies, procedures and standards
• Receive and investigate compliance, integrity and privacy concerns, including hotline reports, in a timely manner
• Maintain accurate documentation related to compliance activities and investigations
• Prepare timely, comprehensive written investigation reports documenting facts, analysis, root cause, and applicable laws, regulations, and organizational policies
• Track and document implementation of corrective action plans related to compliance and privacy issues and monitor for effectiveness
• Maintain independence and objectivity in all compliance and integrity activities and promptly disclose and recuse from matters presenting an actual or perceived conflict of interest
• Lead compliance risk assessments and annual compliance work planning activities
• Establish audit controls and measurements for market processes, ensuring that correct controls are in place to reduce compliance risks
• Assist with auditing and monitoring activities of identified compliance risks and potential areas of improvement
• Promote a non-retaliation environment and ensure confidentiality related to compliance reporting
• Collaborate with operational leadership, Human Resources, Legal, and other departments as appropriate to ensure consistency of compliance culture across the market
• Maintain current knowledge of applicable healthcare laws, regulations, compliance guidance, and enterprise policies and procedures
• Establish a collaborative relationship with market Integrity Specialist
• Manage and chair the market compliance committee
• Provide timely and accurate reports and assist leadership in making meaningful connections with the information presented
• Develop and obtain market board approval for the market’s annual compliance plan
• Ensures plan is modified and maintained as appropriate
• Report to the market Board of Directors with timely and relevant information on all aspects of compliance issues within the market
• Provides interim CPO coverage for other markets, as needed

Compliance/Privacy Officer

Customer Support

• Provides case management services to children and families in their home, in the community, and in school settings
• Coordinates client care and maintains essential elements of the client’s record
• Teaches and trains clients in activities of daily living, in a group and individual settings
• Connects client with community support systems
• Provides telephone and on-site crisis intervention/prevention and follow-up to clients and their families
• Will be working closely with foster children, foster families, biological family members, the Indiana Department of Child Services, and other providers on the child's team

Contact Center Specialist II

Compliance/Privacy Officer

Foster Care Family Support Specialist