JOB SUMMARY:  

The Administrative Support Specialist III serves as the Team Lead for the Administrative support staff for Substance Use Disorder (SUD) and Mental Health and is prepared to fill in as back-up for the program’s Admin support staff as needed. This position is responsible for providing training/mentoring for all staff on administrative functions, monitoring and managing Epic work ques to ensure registration accuracy and completion, process and manage new and existing referrals for assigned location, helping to resolve day-to-day issues, and referring to higher management as appropriate. 

ESSENTIAL FUNCTIONS:

1. Serves as a Team Lead for the administrative staff to provide orientation/training to new Administrative Support Specialists, daily direction as needed, and to ensure that the program’s administrative needs are being met timely and in accordance with BestCare’s policies and procedures and applicable regulations;
2. Provides front-desk support as back-up for all locations when needed (for call-ins, vacations, leaves, etc.);
3. May serve as the first point of contact for clients, family members, and others, providing a welcoming and professional demeanor and attending to appropriate requests of clients using exceptional customer service and client care;
4. May answer multi-line phone system efficiently and professionally, transfers calls, and takes/delivers messages within electronic health record system as needed;
5. May provide support 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;
6. May provide support for managing the referral tracking system and coordinating referrals with psychiatric care and/or other outside specialists along with administrative activities in support of the program, as needed;
7. Provides other administrative support including scheduling appointments, 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;
8. Serves as liaison for agency and IT services and equipment;
9. Ensures fiscal coordination with Finance (mgmt. of petty cash, weekly deposits, and managing client payments;
10. Prepares PI contracts/ensuring payments and invoices are coded, ready to approve, and submitted;
11. Oversees procurement of program supplies/equipment on behalf of the programs, coordinating with approved BestCare vendors, Admin fiscal/operations staff;
12. Provides onboarding/outboarding of agency employees, interfacing with HR for paperwork, IT for equipment/orientation, assists Program Directors with recruiting, etc.;
13. Provides reports as needed, and ensures that accounting and recordkeeping policies and practices are being followed in all assigned programs;
14. Oversees fiscal coordination with Finance (mgmt. of petty cash, weekly deposits, and managing client payments;
15. Creates, maintains, and enters information accurately into databases and EHR system;
16. Follows accounting and recordkeeping policies and practices in assigned program;
17. Answers and creates professional emails daily, documents outreach to clients, and documents incoming referrals as needed;
18. Ensures regular safety inspections are completed, all documentation logs are completed for safety equipment, PPE in stock, utilized/completes safety documentation related to safety aspects;
19. Provides input on Administrative staff performance to the direct Supervisor/Manager;
20. Ensures that reception area and office are kept clean, sanitized, and presentable;
21. Conducts special projects as directed;
22. 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
• Minimum of 2 years of office/business experience in a healthcare setting is required

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)

PREFERRED:

• Experience in a lead role is preferred
• 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 knowledge and understanding of administrative/business best practices
• Strong proficiency in MS Office 365 (Word, Excel, Outlook), EMR system, MOTS, virtual meeting platforms, internet, and ability to learn new or updated software
• Ability to build and maintain positive relationships, provide effective leadership, and to build high-performing teams
• 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 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