Based out of the Redmond, DOPT office, the Float Administrative Support Specialist role is designed to provide coverage and partnership to the administrative support teams for all of BestCare's Deschutes County offices: Redmond Outpatient, Redmond Residential, Bend Outpatient, AMC, and the Taylor Center as well as the future Redmond Detox location. 

Individuals in this role will be cross trained to cover Administrative Support duties at the front desk in both outpatient and congregate care locations, covering phone queues, referral processing, eligibility verification, and OHP enrollment. The role will provide coverage for planned PTO and callouts, in order to ensure administrative operations, continue seamlessly across all sites.

Knowledge, Skills and Abilities 

• Strong proficiency in MS Office 365 (Word, Excel, Outlook), EHR 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 

Skills and Abilities 

• Ability to understand and follow BestCare’s recordkeeping and billing practices 
• Excellent interpersonal and customer service skills and ability to apply these skills to engage with clients, family members, or community resources 
• Ability to show compassion towards individuals with mental health and substance abuse disorders within a culturally diverse community 
• Excellent communication skills (oral and written) with an emphasis on grammar and punctuation; 
• 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 Federal and State regulations 
• Ability to work effectively and respectfully in a diverse, multi-cultural environment 
• Ability to manage a multi-line phone professionally and efficiently, and take accurate phone messages to route timely to the appropriate person 
• Ability to work independently as well as participate as a positive, collaborative team member. 
• Ability to build and maintain trust and positive relationships with co-workers and other staff or community partners 
• 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 

Primary Job Duties 

Reception & Customer Service 

• Serves as the first point of contact for clients, family members, and others, providing a welcoming and professional demeanor and exceptional client care. 
• Answers a multi-line phone system efficiently and professionally; transfers calls and takes and delivers accurate messages in a timely manner. 
• Attends to client requests and resolves routine issues, referring complex matters to higher-level staff as appropriate. 

Scheduling & Client Data Management 

• Accurately schedules client appointments in accordance with organization standards. 
• Creates client files; verifies the accuracy and completeness of all client data entry in the EHR/EMR database. 
• Scans client records into the EHR system and maintains accurate, complete, and confidential records at all times. 
• Creates, maintains, and enters information accurately into databases and the EHR system, without creating duplicate records. 

Referral Management 

• Processes incoming referrals from internal and external parties: gathers required information, completes data entry into the EMR, makes timely initial contact with clients for scheduling, and closes the loop with the referring party. 
• Maintains the referral tracking system and coordinates referrals with psychiatric care and other outside specialists. 

Payments & Fiscal Support 

• Collects payments, verifies insurance pay sources, and verifies client demographic information at regular intervals per organization standards. 
• Follows organization standards for all financial processes, including petty cash, weekly deposits, and client payments. 

Consents, Documentation & Communication 

• Obtains client consent forms and releases of information and verifies that valid authorizations are in place before any disclosure of records. 
• Answers and composes professional emails daily in accordance with program practices. 
• Documents client outreach and incoming referrals in the EHR system. 

Office, Facilities & Safety 

• Keeps the reception area and office clean, sanitized, and presentable. 
• Supports office-operations needs and serves as a point of contact for approved contracted vendors as assigned. 

General 

• May drive on behalf of BestCare to run errands as assigned. 
• Conducts special projects and other related duties as assigned. 

Required Education and Experience 

• Associates degree or college-level business courses + 2 years of solid business/office experience or HSD (or equivalent) + 4years' solid business/office experience 

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) and must have a reliable vehicle with adequate insurance to travel as needed. 

Preferred Experience 

• Experience working with Epic EHR software 
• Experience in a healthcare setting is preferred 
• Experience with multi-line phone system is preferred