Administrative Support Specialist II /CRM

Job Description

Job Description

Description:

The Administrative Support Specialist/CRM is an entry-level position located at the Taylor Center front desk with "lived" experience that provides welcoming, professional, and direct front-office support as needed, including reception, scheduling appointments, creating client files, verifying information, running standard reports, and completing accurate data entry. This position supports a program in which all employees, including front desk staff, have lived experience. Provides assistance to answer frequent questions and resolve lower-level issues and refers matters to higher-level staff when appropriate.

ESSENTIAL FUNCTIONS:

Serves as the first point of contact for clients, family members, and others, providing a welcoming and professional demeanor;

Attends to appropriate requests of clients using exceptional customer service and client care;

Answers multi-line phone system efficiently and professionally, transfers calls, and takes/delivers messages as needed;

Is responsible for referral management, including processing of incoming referrals from internal and external parties to gather appropriate information, complete data entry into EMR, make initial contact with the client for scheduling in a timely manner, and closing the loop with the referring party; Additionally manages the referral tracking system and coordinates referrals with psychiatric care and/or other outside specialists;

Creates client files as needed, verifies accuracy and completeness of all client data, runs reports for clinical staff to complete files for billing for both the file and EMR database;

Organizes and schedules client appoints for all of the team to ensure the schedule is fully booked without double-bookings occurring;

Is responsible for management of data entry of clinician case reports into EMR for admittance and discharge;

Provides other administrative support including collecting payments, verifying insurance pay sources, verifying demographic information, obtaining client consent forms and releases of information, maintaining client attendance reports, scanning client records into EHR system, preparing and proofing reports, notices, correspondence, overseeing and maintaining office filing system and prescreening mail and faxes;

Manages procurement of program supplies/equipment on behalf of the programs, coordinating with approved BestCare vendors, Admin fiscal/operations staff;

Maintains supply inventory and orders supplies/tracks expenses;

Oversees fiscal coordination with Finance (mgmt. of petty cash, weekly deposits, and managing client payments;

Trains new staff on Front Office processes/procedures, maintaining documentation on all process changes and improvements;

Schedules and participates in team meetings for administrative purposes, to take notes and coordinate projects with the larger team;

Supports the office operating needs and changes with office space and serves as the point of contact for needs/questions of approved contracted vendors such as the landlord, cleaning company, and landscape company;

Manages the program team’s schedule, including organization of schedule template in EMR, Outlook and Teams platforms;

Organizes, manages, and communicates the schedule for community meetings and internal meetings in the conference room;

Provides complex, confidential, and specialized clerical and administrative activities in support of the program;

May be engaged with entering additional data for MOTs, EAP, Health App organizations, and Problem Gambling data into additional outside platforms;

Follows accounting and recordkeeping policies and practices in assigned program;

Creates, maintains, and enters information accurately into databases and EHR system;

Conducts regular safety inspections and ensures all documentation logs are completed for safety equipment, PPE in stock, utilized/completes safety documentation related to safety aspects;

Answers and creates professional emails daily, documents outreach to clients, and documents incoming referrals;

Ensures that the reception area and office are kept clean, sanitized, and presentable;

Conducts special projects as directed;

Other related duties as assigned.

ORGANIZATIONAL RESPONSIBILITIES:

Models BestCare’s mission, vision, and values, promoting integrity, compassion, and collaboration;

Supports the organization’s commitment to equity and inclusion, fostering an environment of open-mindedness, cultural awareness and respect for all individuals;

Aligns department goals with organizational strategic initiatives;

Complies with Code of Conduct, Business Ethics, Employee Handbook, and all relevant policies and OARs;

Maintains professionalism, confidentiality, and compliance with HIPAA, 42 CFR, and Oregon statutes;

Completes assigned training timely and satisfactorily, and attends other seminars, training, and educational opportunities to develop professional skills and abilities;

Ensures that any required certifications and/or licenses are kept current and renewed timely;

Works independently and collaboratively as a positive member of the BestCare team;

Performs other organizational duties as assigned.

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

Assoc. degree or college-level business courses + 2 years’ solid business/office experience or

HSD (or equivalent) + 4 years’ solid business/office experience

LICENSES AND CERTIFICATIONS:

Must maintain a valid Oregon Driver License or ability to obtain one upon hire and be insurable under the organization’s auto liability coverage policy (minimum 21 years of age and with no Type A violations in the past 3 years, or three (3) or more Type B violations) and must have a reliable vehicle with adequate insurance to travel as needed.

PREFERRED:

Experience in a healthcare setting is preferred

CRM or PSS as an admin or ability to obtaim

Experience with multi-line phone system is preferred

Bilingual in English/Spanish a plus

REQUIRED COMPETENCIES:

Must have demonstrated competency or ability to attain competency for each of the following within a reasonable period:

Strong proficiency in MS Office 365 (Word, Excel, Outlook), EMR system, MOTS, virtual meeting platforms, internet, and ability to learn new or updated software

Proficiency with report-writing techniques and strong understanding of basic accounting practices and recordkeeping

Ability to understand and follow BestCare’s accounting and recordkeeping practices

Excellent interpersonal and customer service skills and ability to apply these skills to engage with clients, family members, or community resources

Ability to show compassion towards individuals with mental health and substance abuse disorders within a culturally diverse community

Excellent communication skills (oral and written) with an emphasis on grammar and punctuation;

Excellent organizational skills and attention to detail, accuracy, and follow-through

Strong time management skills with a proven ability to meet deadlines

Critical thinking skills

Ability to maintain strict confidence as required by HIPAA, 42 CFR, and Federal and State regulations

Ability to work effectively and respectfully in a diverse, multi-cultural environment

Ability to manage a multi-line phone professionally and efficiently, and take accurate phone messages to route timely to the appropriate person

Ability to work independently as well as participating as a positive, collaborative team member.

Ability to build and maintain trust and positive relationships with co-workers and other staff or community partners

Ability to function well and use good judgment in a high-paced and at times stressful environment

Ability to manage conflict resolution and anger/fear/hostility/violence of others appropriately and effectively

ACCEPTANCE AND EQUAL EMPLOYMENT OPPORTUNITY:

BestCare provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin/ancestry, religion, sex, sexual orientation, gender, gender identity, marital or family status, age, genetic information, expunged juvenile record, military status or performance of duty in a uniformed service, physical or mental disability, or any other characteristic protected by local, State, or Federal laws, regulations, or ordinances. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

I understand that BestCare’s sources of funding include private grants, government funding, and insurance revenue collected for services provided. Employee salaries, benefits, and all other costs of doing business are paid through these revenue streams; thus, any changes in revenue can have a direct impact on fiscal business decisions that are reviewed annually and may impact this and other positions at BestCare.

I have received, reviewed, and accept the responsibilities outlined above and understand that this does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the business needs for the employer and requirements of the job change.