Cohen Clinic Office Coordinator

Office Coordinator

Are you looking for a purpose-driven career? At Metrocare, we serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying.

Metrocare is the largest provider of mental health services in North Texas, serving over 55,000 adults and children annually. For over 50 years, Metrocare has provided a broad array of services to people with mental health challenges and developmental disabilities. In addition to behavioral health care, Metrocare provides primary care centers for adults and children, services for veterans and their families, accessible pharmacies, housing, and supportive social services. Alongside clinical care, researchers and teachers from Metrocare's Altshuler Center for Education & Research are advancing mental health beyond Dallas County while providing critical workforce to the state.

Job Description

The mission of Metrocare Services is to serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying. We are an agency committed to quality gender-responsive, trauma-informed care to individuals experiencing serious mental illness, development disabilities, and co-occurring disorders. Metrocare programs focus on the issues that matter most in the lives of the children, families and adults we serve.

The Steven A. Cohen Military Family Clinic at Metrocare is part of the Cohen Veterans Network, a national nonprofit network of clinics designed to strengthen mental health outcomes and complement existing support for veterans and military families. We break down barriers to care for veterans, including those from the National Guard and Reserves, active duty, and their families by providing timely access to high-quality care regardless of discharge status or ability to pay. The Cohen Clinic at Metrocare staff is comprised of a diverse and multidisciplinary team of mental health providers, case managers, outreach staff, and administrative staff. We provide individually tailored, evidence-based treatments to adults, children, adolescents, couples, families, and groups. Sensitive to the specific issues faced by military families, we strongly believe in building trusting, confidential relationships with our clients, and we maintain strong ethical and legal commitments to privacy and confidentiality.

The Office Coordinator is part of the clinic's administrative team and serves a critical function by facilitating client services, interfacing with both clinic staff and clients on a regular basis. A strong Office Coordinator candidate will demonstrate strength in customer service, communication, triaging needs, and documentation.

Essential Duties and Responsibilities

The essential functions listed here are representative of those that must be met to successfully perform the job.

• Serves as the receptionist for the clinic, greeting and appropriately directing clients, potential clients, visitors, vendors, and staff.
• Answers and directs incoming clinic calls and emails, triaging and determining needs and connecting to appropriate staff.
• Coordinates client scheduling, including communicating with clients and staff.
• Enters and updates client information and/or documents in the electronic health record and other tracking systems.
• Fully documents activities in the electronic health record and/or tracking systems within required timeframes.
• Performs general office duties such as monitoring/distributing faxes, mail, or other documentation.
• Coordinates with the medical records team, assisting as needed with release of information process.
• Provides information on supports and services provided by the clinic.
• Assists in maintaining cleanliness, organization, and operation of facility.
• Maintains required productivity levels as outlined in clinic and network policies.
• Attends relevant meetings and attends/completes relevant trainings.
• Maintains high standards of privacy in accordance with HIPAA guidelines.
• Performs other duties as assigned.

Competencies

The competencies listed here are representative of those that must be met to successfully perform the essential functions of this job.

• Highly developed customer service skills.
• Able to handle high volume of telephone calls.
• Exhibits good judgment, professionalism, cultural humility, strong interpersonal skills, a collaborative style, high integrity, and a positive attitude.
• Establishes positive and productive working relationships; generates trust; openly gives and receives honest, balanced feedback.
• Exhibits awareness of and responsiveness to cultural considerations including but not limited to race and ethnicity, gender, sexual orientation, and religion/spirituality.
• Communicates clearly, effectively, and appropriately via oral and written means.
• Work style is highly organized, detail-oriented, and reliable.
• Presents a professional and positive demeanor to referrals/clients, staff, funders, and the general public.
• Remains calm and maintains self-control in the midst of difficult circumstances and crises; responds in a professional manner in all situations.
• Represents the clinic, agency, and network professionally in all situations.
• Demonstrates interest, desire and passion in connecting veterans, active duty, and their families to high-quality evidence-based mental health care.
• Handles multiple tasks and special projects simultaneously, including meeting deadlines.
• Able to implement and monitor processes within team.
• Appropriately balances need for supervision with ability to work autonomously based on level of education and experience.

Education, Experience, Licenses, and Certifications

• High School Diploma or GED with a minimum of 4 years of customer service experience required, OR Bachelor's degree in related field.
• Experience in medical or behavioral health settings preferred.
• Experience working with a military or veteran population is preferred.
• Bilingual (Spanish, English) language skills are preferred.

Driving Required: No

Mathematical Skills:

• Basic math skills required.
• Ability to work with reports and numbers.

Reasoning Ability:

• Exhibits ability to make independent decisions but seeks consultation or supervision as appropriate, based on education and experience.
• Thinks analytically, including setting work priorities and creating and evaluating solutions to work-related problems.
• Analyzes problems, identifies alternative solutions, projects consequences of proposed actions, and implements recommendations in support of goals.
• Interprets and applies all applicable policies, procedures, rules and regulations.
• Ability to apply common sense understanding to carry out simple one or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.

Computer Skills:

• Use computer, printer, and software programs necessary to the position (i.e., Word, Excel, Outlook, and PowerPoint).
• Ability to utilize Internet for resources.

Physical Demands & Work Environment

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the incumbent is regularly required to talk and hear, use hands and fingers to operate a computer and telephone. Due to the multi-site responsibilities of this position the incumbent must be able to carry equipment and supplies

Demand - Frequency:

• Sitting - Frequent
• Walking - Frequent
• Standing - Occasional
• Lifting (Up to 15 pounds) - Frequent
• Lifting (Up to 25 pounds) - Never
• Lifting (Up to 50 pounds) - Never

Travel:

• In county travel may be required: None
• Overnight travel required: None

Work Environment:

The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

Employees in this role are expected to maintain composure under pressure, exercise sound judgment, and follow established protocols to ensure a safe and secure work environment. Ongoing training in crisis intervention, de-escalation techniques, and workplace safety is provided. Additionally, employees have access to resources such as the Employee Assistance Program (EAP), Telehealth Counseling, and Supportive Management.

• The noise