Clerical Secretary

CLERICAL SUPPORT SPECIALIST

Job Title: Clerical Support Specialist, Full Time FLSA: Non-Exempt, Hourly Location: Outpatient and Agency Locations Reports To: Office Manager

Job Summary:

Under the general direction of the Office Manager, the Clerical Support Specialist provides front-office and administrative support to ensure clients receive respectful, timely, organized, and professional service. This position serves as one of the first points of contact for clients and families and plays an essential role in creating a welcoming, safe, and trauma-informed environment. Responsibilities include scheduling, client registration, insurance verification, electronic health record (EHR) management, communication, record maintenance, and general office operations while maintaining confidentiality and professional boundaries.

Duties/Responsibilities:

Client Interaction

• Greet clients, families, and visitors in a welcoming, respectful, culturally responsive, and nonjudgmental manner.
• Communicate using person-centered, recovery-oriented, and trauma-informed language.
• Provide clear information regarding agency procedures, appointments, and expectations.
• Assist clients with administrative processes while preserving dignity, privacy, and autonomy.
• Recognize signs of client distress and respond calmly, respectfully, and appropriately.
• Obtain assistance from clinical staff when client needs exceed the scope of the administrative role.
• Maintain professional boundaries at all times.
• Support a safe, respectful, and inclusive environment for all clients and visitors.

Trauma-Informed Administrative Practices

• Recognize that many individuals accessing services may have experienced trauma, adversity, loss, discrimination, or instability.
• Approach all interactions with patience, empathy, professionalism, and respect.
• Provide choices whenever reasonably possible within agency procedures.
• Explain delays, changes, or administrative requirements to reduce confusion and anxiety.
• Protect client confidentiality and avoid discussing protected information in public areas.
• Utilize respectful communication during difficult situations or conversations.
• Avoid language or behaviors that may contribute to shame, fear, embarrassment, or a loss of control.
• Promote client engagement, trust, and emotional safety through consistent communication.

Scheduling and Client Access

• Schedule, confirm, reschedule, and cancel appointments according to agency procedures.
• Document all scheduling activities accurately within the EHR.
• Communicate appointment information clearly to clients and providers.
• Follow agency procedures regarding no-shows, cancellations, reminder calls, texts, and rescheduling.
• Identify potential barriers to treatment access and communicate concerns to supervisors.
• Assist clients with completing required documentation.

Insurance Verification and Registration

• Verify insurance eligibility and benefits according to agency policy.
• Accurately enter insurance and demographic information into the EHR.
• Review information for completeness and accuracy.
• Notify appropriate staff regarding coverage issues, eligibility concerns, or discrepancies.
• Follow established procedures to support accurate billing and uninterrupted client access to care.

Electronic Health Records & Documentation

• Enter, update, and maintain client demographic, scheduling, insurance, and administrative information.
• Scan, upload, and organize documents within the EHR.
• Maintain accuracy, timeliness, and completeness of electronic records.
• Access records only as necessary to perform assigned duties.
• Process releases of information, record requests, and corrections according to agency procedures.
• Complete administrative tasks and documentation within designated timeframes.
• Maintain compliance with HIPAA and confidentiality standards.

Front Office Operations

• Answer multi-line telephone systems and respond to inquiries professionally.
• Route calls and messages to appropriate staff and departments.
• Assist with client check-in and check-out procedures.
• Collect payments, issue receipts, and follow agency cash-handling procedures.
• Process administrative forms and supporting documentation.
• Maintain an organized, clean, and welcoming reception area.
• Monitor office supply inventory and communicate operational needs to the Office Manager.
• Operate office equipment including scanners, copiers, fax machines, and postage systems.

Professional Expectations

• Demonstrate professionalism, reliability, and accountability.
• Follow agency policies, procedures, and supervisory direction.
• Maintain confidentiality and protect client privacy.
• Communicate respectfully with clients, families, coworkers, and community partners.
• Refrain from gossip, harassment, discrimination, or stigmatizing language.
• Use agency technology and personal devices in accordance with organizational policies.
• Accept feedback and participate in coaching, supervision, and professional development.
• Report safety concerns, compliance issues, incidents, or policy violations promptly.
• Work collaboratively as part of a multidisciplinary team.
• Complete additional duties as assigned by the Office Manager or Agency Leadership.

Trauma-Informed Core Competencies

• Promote physical and emotional safety.
• Demonstrate empathy while maintaining professional boundaries.
• Utilize transparency, trust, and clear communication.
• Support client dignity, choice, and empowerment.
• Avoid judgmental or stigmatizing language.
• Recognize the impact administrative interactions have on the client experience.
• Collaborate respectfully with clinical, medical, and administrative staff.
• Maintain confidentiality and ethical conduct.
• Respond appropriately to conflict and challenging situations.
• Recognize situations requiring clinical or supervisory intervention.

Minimum Job Requirements:

Educational Requirements:

• High School Diploma or GED required.
• Associate degree in business, healthcare administration, human services, or related field preferred.

Required Skills and Abilities:

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and professionalism.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite and electronic health record systems.
• Ability to prioritize duties and manage multiple responsibilities simultaneously.
• Strong attention to detail and accuracy.
• Ability to work effectively with individuals experiencing mental health, behavioral health, substance use, or other life challenges.
• Knowledge of trauma-informed care principles preferred.

Preferred Experience:

• Previous administrative, clerical, healthcare, or behavioral health experience preferred.
• Experience utilizing Electronic Health Records (EHR) systems preferred.
• Experience with insurance verification, client scheduling, and front-office operations preferred.

Required Clearances:

• Must possess a valid driver's license and have access to reliable transportation.
• Act 31/Act 126 Mandated Reporter Training.
• Act 33 Pennsylvania Child Abuse Clearance.
• Act 34 Pennsylvania State Police Criminal History Clearance.
• Act 114 FBI Fingerprint Clearance.

Physical Requirements:

• Prolonged periods of sitting, standing, and computer use.
• Frequent communication in person and by telephone.
• Ability to lift up to 20 pounds occasionally.
• Ability to move throughout office locations as required.