JOB SUMMARY:

The Administrative Support Specialist II provides welcoming, professional, and direct front-office support as needed in assigned location(s), as well as assisting staff with guidance on administrative functions and resources. May serve as a mentor to other front-office staff, help to resolve lower-level issues, and refer matters to higher level staff as appropriate.

ESSENTIAL FUNCTIONS:

1. Serves as the first point of contact for clients, family members, and others, providing a welcoming and professional demeanor;
2. Attends to appropriate requests of clients using exceptional customer service and client care;
3. Answers multi-line phone system efficiently and professionally, transfers calls, and takes/delivers messages as needed;
4. 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;
5. Creates client files, 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;
6. Organizes and schedules client appoints for all of the team to ensure the schedule is fully booked without double-bookings occurring;
7. Is responsible for management of data entry of clinician case reports into EMR for admittance and discharge;
8. 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;
9. Manages procurement of program supplies/equipment on behalf of the programs, coordinating with approved BestCare vendors, Admin fiscal/operations staff;
10. Maintains supply inventory and orders supplies/tracks expenses;
11. Oversees fiscal coordination with Finance (mgmt. of petty cash, weekly deposits, and managing client payments;
12. Trains new staff on Front Office processes/procedures, maintaining documentation on all process changes and improvements;
13. 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;
14. Schedules and participates in team meetings for administrative purposes, to take notes and coordinate projects with the larger team;
15. Manages the program team’s schedule, including organization of schedule template in EMR, Outlook and Teams platforms;
16. Organizes, manages and communicates the schedule for community meetings and internal meetings in the conference room;
17. Provides complex, confidential, and specialized clerical and administrative activities in support of the program;
18. May be engaged with entering additional data for MOTs, EAP, Health App organizations, and Problem Gambling data into additional outside platforms;
19. Follows accounting and recordkeeping policies and practices in assigned program;
20. Creates, maintains, and enters information accurately into databases and EHR system;
21. 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;
22. Answers and creates professional emails daily, documents outreach to clients, and documents incoming referrals;
23. May provide input on Administrative staff performance to their direct Supervisor/Manager;
24. Keeps reception area and office clean, sanitized, and presentable;
25. Conducts special projects as directed;
26. Other related duties as assigned.

ORGANIZATIONAL RESPONSIBILITIES:

1. Performs work in alignment with the BestCare’s mission, vision, values;
2. Supports the organization’s commitment to diversity, equity, and inclusion by fostering a culture of open-mindedness, cultural awareness, compassion, and respect for all individuals;
3. Strives to meet Program/Department goals and supports the organization’s strategic goals;
4. Adheres to the organization’s Code of Conduct, Business Ethics, Employee Handbook, and all other relevant policies, procedures, and other compliance needs;
5. Understands and maintains professionalism and confidentiality per HIPAA, 42 CFR, and Oregon Statutes;
6. Attends required program/staff meetings and completes assigned training timely and satisfactorily;
7. Ensures that any required certifications and/or licenses are kept current and renewed timely;
8. Works independently as well as participates as a positive, collaborative team member.
9. Performs other organizational duties as needed.

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• Assoc. degree or college-level business courses + 2 years’ solid business/office experience preferred or
• HSD or equivalent + 4 years’ solid business/office experience

LICENSES AND CERTIFICATIONS:

• Must maintain a valid Oregon Driver License or obtain one upon hire, have a reliable vehicle and adequate insurance, and be insurable under the organization’s auto liability coverage policy

PREFERRED:

• Experience with multi-line phone system is preferred
• Bilingual in English/Spanish preferred

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
• Excellent interpersonal and customer service skills
• Ability to show compassion towards individuals with mental health and substance abuse disorders within a culturally diverse community
• Excellent communication skills (oral and written)
• 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 Oregon Statutes
• Ability to work effectively and respectfully in a diverse, multi-cultural environment
• Ability to work independently as well as participating as a positive, collaborative team member.
• Ability to build and maintain positive relationships and to build high-performing teams
• 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

TOOLS AND EQUIPMENT USED: 

Standard office equipment including computer/laptop, copy/fax/scanning machine, printer, telephone, and multi-line phone.

WORK ENVIRONMENT/PHYSICAL DEMANDS: 

The work environment is respectful, multi-cultural and inclusive, and the characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position requires the employee to dress in a manner that meets the standards for professional attire at Best Care or per department-or job-specific requirements (See Dress Code Policy in Employee Handbook).

Other working conditions/demands include:

• Primarily indoors (95%)
• Prolonged periods sitting at a desk and working on a computer/laptop, with occasional standing and walking
• Exerts force or lifts/carries up to 10-20 pounds at times
• Pushes/pulls 50-75 pounds occasionally
• Continuous use of arms, wrists, hands to perform repetitive tasks/motions
• Occasional grasping/squeezing and reaching above or below shoulder-level
• Must be able to hear alarms/telephone/audio/normal speaking voice
• Must have clarity of vision: Near (<20”); Mid (>20” to < 20’); Far (> 20’)
• Must be able to drive motor vehicle to perform job
• May be exposed to communicable disease