Job Description

To provide pro-active operational support providing assistance to clients and others on the telephone and face to face. Foster a culture of client and family centered care, service, quality and safety excellence, while improving client experience, employee experience and community relations. Facilitate access to care as the primary entry point for clients, family members, and potential clients to access and receive Centennial services. Serve as the “face” of Centennial representing a welcoming and efficient entry point to services.

Primary Duties & Responsibilities

Essential functions for every level

• Arrives at work or at assigned locations punctually and attends work with minimal absences.
• Advises Managers remotely, and in person as necessary.
• Accurately records time worked for purposes of compensation.
• Works effectively both independently and as a member of a team.
• Able to communicate effectively and professionally both verbally and in writing with a wide variety of individuals including both internal and external customers.

Office Assistant Tier 1

• Assists clients calling or visiting the clinic

o Greet all clients face to face or on the phone in a pleasant and professional manner.

o Complete client check-in per protocol for a single service line: medical, substance use disorder, or mental health.

o Records client arrival time, monitors waiting area and assist clients with basic needs and questions.

o Check clients out from visit timely for appropriate tracking of appointments.

o Confirmation of client appointments daily.

o Directs clients to Billing Department for further assistance regarding their financial account.

o Schedules client appointments following scheduling protocols.

o Supports team based model of care including education to clients on: care team structure, rights and responsibilities, missed appointment/late arrival policies etc.

o Specimen collection for Substance Use Monitoring Services in accordance with organizational policies and procedures including all training requirements related to monitoring youth specimen collection practices.

• Provides Administrative Support to the facility

o Verify provider schedule daily, print daily pre-visit report.

o Responds to requests from all clinics and departments within Centennial as well as partnering organizations.

o Process self or family referrals that come directly to the facility via phone or walk-in.

o Responds timely to email and EHR tasks and messages.

o Verifies insurance coverage, client demographic information, and applicable client payments.

o Participates in monthly clinic meetings.

• Responsible for Collection of Payment and Reconciling Cash Collection

o Collect payments following cashier protocols, creating timely, regular, and accurate deposits to designated banks as required.

o Reconciles daily cash collections and cash drawers according to current financial protocols.

o Accurately utilizes approved fee schedule and ensures availability of current approved schedule for easy reference and use.

o Accurately processes cash, check, and credit card payments, ensuring collection of insurance co-payments, sliding fee, and private payments.

Office Assistant Tier 2 (In addition to Level 1 Duties and Responsibilities)

• Assists Individuals Calling or Visiting the Clinic

o Answer, assess and direct phone calls appropriately based on urgency and client need including emergent calls for individuals seeking emergency or mobile crisis services

o Assist clients in completing application for sliding fee program.

o Cross trained for medical, substance use disorder, and mental health check in.

• Provides Administrative Support to the Clinic

o Clears, sorts, distributes all incoming faxes accurately

o Appropriate handling of incoming and outgoing mail

o Orders and distributes clinic supplies

o Document Management- Scan and file paperwork per protocol

o Assist clinical team with monitoring of various compliance and productivity reports.

Office Assistant Tier 3 (In addition to Level 1 and Level 2 Duties and Responsibilities)

• Supporting and Providing training to all office assistants in respective region
• Assisting Office Coordinator in developing onboarding and training calendars
• Providing front desk coverage as needed throughout respective region

o Ability to float as coverage to other clinics, and must be cross trained for medical, substance use disorder and mental health check in.

• Assists Office Coordinators in evaluating Office Assistant competency at the 90-day evaluation
• Assists Office Coordinator in conducting regular internal auditing and monitoring activities for primary site location or other locations/programs as requested and directed by the Quality Assurance program.
• Assisting Office Coordinator with finding coverage and setting the Office Assistant schedule
• Assists Office Coordinator with facility inspections (janitorial, fire extinguishers, etc.)
• Assists Office Coordinator with scheduling of shared office space and maintaining facility utilization to the current organizational standards
• Assist Office Coordinator in delivery of daily deposit of money collected
• Additional duties as assigned per service line (could include, but is not limited to: third party substance use disorder or mental health referrals, prior authorizations, working with providers to manage schedule changes adjustments)
• Assist in coordination of records release process in accordance with organization policy

Requirements

Knowledge, skill and ability:

• Ability to prioritize work and manage time effectively and independently
• Intermediate use of Microsoft Word, Excel and Outlook
• Ability to communicate professionally in person and on the phone
• Understanding of electronic systems, prior EHR experience preferable.
• Ability to adjust to new situations encountered on a daily basis.
• Ability to maintain constructive working relationships with employees of all levels
• Ability to manage various tasks and duties simultaneously

Requirements:

• Education and Formal Training: High school diploma or GED, Must obtain QMAP Certification within 90 days of hire.
• Experience: 2+ years of previous experience working in a public office setting preferred

Qualities and Characters:

• Demonstrates positive interactions with others
• Displays enthusiasm toward work and the mission of the organization
• Demonstrates professional image, maturity, and positive attitude
• Genuine interest in Centennials mission and a willingness to work with vulnerable populations utilizing compassion and empathy in decision making and customer service

Working Conditions and Physical Environment:

Job duties are performed in a generally comfortable environment, but require more than the usual physical effort in the office (e.g., lifting small boxes or equipment), or prolonged movement (e.g., standing).

Blood/Fluid Exposure Risk:

X Category II: Usual Tasks do not involve exposure to blood, body fluid, or tissues but may require performing Unplanned Category l tasks.