Under the direction of the Office Manager, the Health Care Call Center/Administrative Assistant is the liaison between incoming callers and agency staff. This position provides support services to the administrative and clinical staff of the agency as well as the Director of Outpatient, Substance Use and CRT. This position possesses clear communication skills, office proficiency, organization skills, an attention to detail as well as work in a team environment.
CALL CENTER/RECEPTION: Greets clients, guests, and staff in an appropriate manner. Answers the phone pleasantly, calmly assesses the need of the caller and appropriately routs all incoming calls, taking messages when necessary. May place outgoing calls, as appropriate. Disseminates information, both in-house and out-of-house, as appropriate. Performs daily opening/closing procedure as scheduled.
CLIENT AND STAFF ENGAGEMENT: Will log all clients as they present for their appointments using the electronic health record. Notifies clinicians/doctors that their clients have arrived. Supervises lobby and waiting room area assuring minimal wait time for client’s accessing services. Help clients navigate the intake/service system with a thorough understanding of the process.
CLERICAL: Will provide administrative support to the Director of Outpatient, Substance Use and CRT to include typing and/or handwritten materials including, but not limited to, meeting minutes, agendas, correspondence, memorandums, and agency forms. Prepares and maintains paper and electronic files; photocopies as needed; sorts and processes mail and compiles information for the completion of miscellaneous projects and reports. Will work in cooperation with the administrative services staff to assure the smooth running of the office systems. Prepares and maintains both paper and electronic files. Files and photocopies materials as needed. Disseminates information both in-house and outside, as appropriate.
SCHEDULING: The Call Center is cross trained for Scheduler roll/responsibility as described in the job descriptions for that position.
RECORD KEEPING: Maintains the daily attendance and building occupancy sheet for staff as appropriate. Verifies client Medicaid authorizations. Collects fees and enters payments into the electronic health record. Maintains balanced change level in cash drawer. Routinely asks for and updates client information including phone number, email and physical address and insurance coverage in the electronic health record.
MISCELLANEOUS: Calmly responds to emergency situations and helps maintain safety for our clients and staff. Helps maintain the electronic bulletin board and music system. Helps maintain mail courier duties, as necessary. Works closely with the Office Manager in resolving issues and initiating new procedures.