Clinic Operations Assistant (COA)

Job Description

Job Description

Clinic Operations Assistant (COA) - Pleasanton

DESCRIPTION OF JOB RESPONSIBILITIES AND DUTIES 

Position Summary

The Clinic Operations Assistant (COA) provides operational and administrative support to ensure the efficient daily functioning of the clinic. The COA serves as the primary administrative contact for clients, clinicians, and program staff and is responsible for coordinating front office operations, scheduling support, record management, and administrative processes that support clinical service delivery.

COAs work collaboratively with clinicians and supervisors to maintain organized clinic operations while ensuring a welcoming, professional, and efficient environment for clients and staff.

Minimum Qualifications

• At least three years of administrative support, front-office, or office operations experience; healthcare, behavioral health, or medical-office experience preferred.
• Demonstrated experience with scheduling, client reception, records management, data entry, and confidential information.
• Proficiency in Microsoft Office, Google Workspace, scheduling systems, and electronic health record or insurance-eligibility systems.
• Strong organizational, communication, customer-service, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced clinic environment.
• Ability to maintain a regular, full-time onsite Monday-Friday schedule, with occasional evening work as needed.
• Ability to complete required background clearances, health screening, and TB testing, consistent with organizational policy.

Preferred Qualifications

• Associate degree in business administration, healthcare administration, health information, or a related field.
• Experience in a behavioral health, healthcare, or medical-office setting.
• Experience with insurance eligibility verification, authorizations, encounter reporting, or billing support.
• Experience using InSync or another electronic health record system.
• Valid California driver’s license and current auto insurance, if regular travel between sites is required.

Key Responsibilities

1. Client Scheduling and Appointment Coordination

The COA supports clinicians by coordinating and managing appointment scheduling for outpatient services.

Responsibilities include:

• Scheduling client appointments in the clinic scheduling system based on clinician availability and treatment plans.
• Coordinating appointment times between clients and clinicians.
• Managing appointment changes, cancellations, and rescheduling requests.
• Monitoring clinician schedules for openings or conflicts.
• Communicating scheduling updates to clinicians and clients as needed.
• Maintaining accurate scheduling records through Insync database.
• Supporting client reminders and follow-up communication when appropriate.

Clinical decisions regarding treatment frequency, session length, and scheduling availability remain the responsibility of the clinician.

2. Front Desk and Client Reception

• Greet clients in a warm, professional manner upon arrival.
• COA electronically checks clients in and notify clinicians when their client has arrived.
• Provide general information regarding services offered by the clinic.
• Assist visitors and ensure visitor forms are completed.
• Maintain a welcoming, organized reception and waiting area.

3. Medical Records and Documentation Support

• Organize and maintain client medical records according to agency policy.
• Prepare and process medical record requests.
• Ensure required forms and consents are completed and filed appropriately.
• Maintain filing systems for active and closed records.
• Assist with locating records when needed.

4. Data Entry, Reporting, and Administrative Support

• Enter data into agency databases and state or county systems as required.
• Maintain referral logs and documentation.
• Assist with program reporting and administrative data tracking.
• Support clinicians, psychiatry, and supervisors with routine administrative tasks.

5. Billing and Insurance Support

• Verify client insurance eligibility.
• Assist with service authorizations when required.
• Prepare encounter lists report.

6. Clinic Operations and Office Management

• Ensure the clinic is opened and closed according to business hours.
• Maintain office organization, cleanliness, and supply levels.
• Order and store office supplies.
• Maintain shared spaces such as waiting rooms, kitchens, and meeting rooms.
• Support clinic activities, ex., birthday celebrations.
• Ensure office equipment is functioning and coordinate service requests when needed.

7. Communication and Team Support

• Maintain communication between clinicians, clients, and administrative staff.
• Support coordination across clinic programs, ex., FSP, CIOS, and Med Management.
• Participate in staff meetings and organizational events. 
• Provide coverage or administrative support at other clinic locations if needed.

8. Safety and Emergency Coordination

• Serve as a point person for office emergencies (e.g., fire, earthquake, power outage).
• Maintain awareness of safety procedures.
• Ensure health and safety supplies are available to staff and clients.

Personal Attributes:

• Demonstrates Creativity, Flexibility and Openness 
• Demonstrates High Professionalism
• Strong Organizational Skills
• Effective Interpersonal Skills, verbal and written communication skills
• Ability to Maintain Confidentiality
• Detail oriented.
• Works independently.
• Experienced in close collaboration with other administrative professionals
• Adept at working with both internal and external cross-functional teams.
• Ability to work in fast-paced and ever changing environments
• Ability to coordinate project details and project coordination skills
• Excellent conflict management resolution and problem-solving skill
• Ability to prioritize tasks and to meet deadlines
• Excellent relationship management skills and emotional intelligence
• Ability to work collaboratively and effectively with team members at all levels

Other: 

• Support and cover for other team members as necessary.
• Meet productivity standards set by The Hume Center. 
• Attend weekly staff meetings, training, group and individual supervision.
• Participate in quality assurance processes within the program and department, ensuring all documentation meets relevant internal and external standards. 
• Demonstrate an understanding of The Hume Center’s Philosophy, Organizational Culture, and communication channels by practicing an enabling model of working together
• Attend other required meetings
• Fulfill any additional duties specified by assigned Supervisor and/or the President.

Compensation & Benefits

• Base Salary: $23.19 - 31.12/hr (commensurate with experience)
• Medical, dental, and vision coverage
• Generous Paid Time Off (PTO) and Paid Holidays
• Competitive Retirement Plan
• Ongoing professional development and training
• Employee wellness and mental health support resources