Under the direction of the Health Care Front Office Supervisor, the Health Care Customer Support Administrative Assistant serves as a liaison between incoming callers and agency staff. This position provides exceptional customer service to both internal and external customers while ensuring effective and timely communication. This position contributes to the effective and organized operation of the health care front office by responding to inquiries, directing calls and information appropriately, and assisting customers with their needs. 

Section A: ESSENTIAL DUTIES AND RESPONSIBILITIES

1.1 Client Support

• Greet clients, guests, and staff in an appropriate manner. 
• Answers incoming calls, calmly assesses the needs of the caller, and appropriately routes all incoming calls, taking messages when necessary. 
• May place outgoing calls, as appropriate. 
• Disseminate information, both in-house and out-of-house, as appropriate.
• Perform daily closing procedure as scheduled. 

1.2 Client and Staff Engagement

• Check in clients as they present for their appointments using the electronic health record. 
• Notifies clinicians that their clients have arrived. 
• Sets up onsite Telehealth appointments as appropriate.
• Oversees lobby and waiting room area assuring minimal wait time for clients accessing services.
• Help clients navigate the intake/service system with a thorough understanding of the process.

1.3 Scheduling

• The Health Care Customer Support Administrative Assistant is cross trained for the Health Care Scheduler and the Health Care Receptionist roles and responsibilities as described in the job descriptions for those positions.
• Schedules clinical appointments for providers in the electronic medical record. This includes reviewing scheduling reports and resolving scheduling conflicts. 
• Completes appointment reminder calls/texts 2 days in advance. 

1.4 Clerical

• Sort and distribute incoming mail to appropriate staff/facilities daily.
• Disseminate information both in-house and outside as appropriate.
• Works 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, scans, copies, and faxes materials as needed. 
• Complete the preservice audits as part of the reminder call process.

1.5 Record Keeping

• Maintains the daily attendance and building occupancy sheet for staff as appropriate at the end of the day. 
• Verifies client Medicaid authorizations as needed.
• Collects co-pays, fees and enters payments into the electronic health record.
• Routinely asks for and updates client information including phone number, email, physical address, primary care doctor, dentist, pharmacy and insurance coverage in the electronic health record.

1.6 General Office Support

• Opens and/or closes the agency’s facilities as necessary following agency’s processes.
• Maintains the beverage cart in the waiting area to include keeping the waiting area neat, clean, and stocked.
• Calmly responds to emergency situations and helps maintain safety for our clients and staff.
• Works closely with the Office Manager and the Front Office Supervisor in resolving issues and initiating new procedures.
• Assists with helping providers resolve computer, copier, and printer issues.
• Orders and maintains appropriate level of office supplies. 
• Provides cross coverage at other agency locations as needed to ensure adequate coverage.

*In addition to the above, other duties as assigned.

QUALIFICATIONS / EDUCATION / EXPERIENCE:

EDUCATION and/or EXPERIENCE: 

• High School Diploma or equivalent, advanced office knowledge, and 1 year of administrative experience working in a front desk support capacity. 
• Strong computer skills with experience using Microsoft Office and electronic health record preferred.

CERTIFICATES/LICENSE/REGISTRATION:

• Valid driver’s license and auto insurance.