Center Job Title: Administrative Support Specialist I / Patient Services Specialist

Program: Galveston County Mental Health Wellness Center/EOU Diversion Program

SUMMARY

Gulf Coast Center (GCC) is committed to fostering an open, inclusive, and supportive environment that welcomes and embraces diversity in all forms. Gulf Coast Center defines diversity broadly including, but not limited to, race, ethnicity, abilities (mental/physical), gender, gender identity, immigrant status, language, religion, sexual orientation, socioeconomic status, veteran status, and age.

Under the general direction of the Wellness Center's Nurse Manager, the Administrative Support Specialist/Patient Services Specialist will provide a variety of technical, clerical and general administrative support services to multiple department managers and employees. Responsible for providing support services to the Extended Observation Unit (EOU), and Crisis Respite facility. In a polite, professional, and timely manner, field incoming calls by identifying callers' needs, clarify information, and route appropriately. Act as point of contact for internal and external visitors, directing accordingly. Must be able to efficiently and accurately work within the Center's Electronic Health Record (SmartCare by Streamline) and other computer application systems. Responsible for assisting nursing staff with administrative duties including but not limited to verifying mental health insurance benefits, ordering supplies and tracking of inventory, reconciliation of invoices for payments and ensuring all charges are accurate. Assist with overflow work such as copying, filing, faxing, mailing correspondence, and timely data entry. Routine work hours are 8:00 a.m. to 5:00 p.m., Monday through Friday with flexibility to meet program needs as requested by Nurse Manager. May require irregular work hours. May require travel. Must have current driver's license, reliable transportation and qualify for Center auto liability insurance coverage.

EDUCATION

• Requires a high school diploma or equivalent.
• A high school diploma or GED and further coursework/vocations training in business/clerical activities is preferred.

EXPERIENCE

• Requires two years proven experience as an administrative assistant or office administrative assistant

ABILITY

• Strong phone and verbal communication skills along with active listening skills required.
• Ability to understand and maneuver in Microsoft Teams messaging system.
• Ability to competently use scheduling software in Streamline and other basic computer applications. Proficiency in MS Office (MS Excel, Work, Outlook, and PowerPoint).
• Proficiency in all phases of office/clerical work. Familiar with current office equipment/machines and their utilization.
• Must be able to demonstrate excellent time management skills and the ability to prioritize work.
• Good interpersonal skills.
• Demonstrated ability to function as a member of a work team.
• Ability to establish a cooperative working relationship with co-workers, employers and representative from other agencies. Must have mature problem-solving approach to daily work.
• Ability to express self clearly and effectively, verbally and in writing.
• Ability to complete special projects within required time frames.
• Demonstrated dependable attendance and punctuality.

STATUS

• Non-exempt under Fair Labor Standards Act.

WORKING CONDITIONS

• Standard office environment.
• Occasional travel may be required to Center facilities.

JOB DUTIES and PERFORMANCE STANDARDS

Provides Receptionist/Front desk functions of the Galveston County Mental Health Wellness Center (Essential)

• Answer telephone calls promptly and in a courteous manner.
• Identify caller's needs, clarify information, and route messages based on call purpose.
• Greets and assists and/or redirects EOU and Crisis Respite visitors.
• As necessary, assures Confidentiality affidavit is completed by all non-employees.
• Assist client and Officer's needs at intake admissions.
• Strict adherence to Cellphone Use Guidelines for use of personal and/or business cell phone during business hours as well as when on Center business or in a vehicle.
• Maintain a schedule of staff relieve coverage for front desk operations and phone coverage.

Receive and Distribute Center Mail and Faxes (Essential)

• Will receive incoming U.S. Postal mail and/or Center mail and route accordingly. U.S. mail should be stamped with date received.
• Distribute/route and/or manage faxes received.
• Assure all mail received is held in the utmost of confidentiality at all times. Items marked confidential or personal should be treated as such.
• Assure that mail is packaged appropriately and securely, and with adequate postage.

General Administrative/Clerical Support (Essential)

• Assist with opening and closing clients in the electronic health record (EHR).
• Assist with records management, which includes scanning paperwork into EHR, filing, and purging closed records.
• Assist with obtaining Medical Records requests. Upload records received into EHR.
• Complete payment requisitions on invoices received from contracted vendors/agencies and route to Center's Finance Department for processing payment.
• Assist Nurse Manager and various departments with copying, filing, faxing/scanning, and typing memos and letters as necessary.

Data Entry: Maintains Accurate Demographics and Information on all Patient Admissions (Essential)

• Obtains and updates financial/insurance information, and demographic information at intake admission as patients information changes.
• Research EHR for demographics, diagnosis, and current appointments, verify insurance status.
• Verify Medicaid and Medicare coverage for current and potential clients.
• Responsible for using internal messaging and email systems and working in EHR system to manage admission arrivals for appointments with MD's or GCMHWC staff.
• Responsible for Front Desk Functions in the Revenue Cycle Management process.
• Preparing and reviewing patient records in EHR for patient accounts and amounts due by patient. Collection of patient revenues such as co-payments, patient fees, deductibles and past due balances; applying those revenues to patient's account.
• Completing the daily reconciliation process of cash receipts as indicated by the Finance Department.
• Screening patients for demographic changes, insurance changes, searching for patients and/or registering new patient in EHR; closing and opening patients in episodes as appropriate.
• Collecting insurance cards, scanning into EHR and verifying active coverage using online web portals.
• Monitoring patient's benefits and communicating with appropriate staff when a loss or change of benefits occur for all Center programs.
• Responsible for documentation of above patient services in EHR accurately and efficiently. May require duplicate entry due to multiple EHR's.
• Scheduling/facilitating discharge plan/follow up appointments upon client discharging from GCMHWC with clinical staff.
• Must have the ability to always maintain professional behavior while having assertive conversations about collecting past due amounts, co-payments and late appointments, or rescheduled/missed appointments.
• Must understand and follow Center policy around Standardized Scheduling, Intake, Crisis, and non-compliant appointments.
• Will be responsible and accountable for the adherence to and promotion of the agency compliance policy and will require communication with various departments to foster, develop and continue our community partnerships as it relates to the position.
• Treat all individuals with the utmost courtesy, decency and respect.
• Provide responsive and efficient services.

Act as Purchasing Custodian (Essential)

• Work with Central Purchasing to ensure facility is staffed with necessary supplies.
• Receive and document all office supply orders delivered and distribute.
• Maintain accurate files.
• Submit to Central Purchasing, any Special Purchase Requests (SPR's). Required approval signatures must be obtained.

Trauma Informed Care, Cultural Sensitivity, and Workplace Safety

• Demonstrates an ability to implement trauma informed principles when working with patients, co-workers, and community partners.
• Demonstrates an ability to perform job tasks in an appropriately responsive, culturally sensitive manner recognizing one's own biases.
• Work practices meet health and safety guidelines and requirements.

Trainings (Essential)

• Maintain as current all levels of trainings as directed by GCC.
• Participate in requested training to improve knowledge and performance level.
• Participate in weekly huddles with other members of work group.
• Participate in Random Moment Time Study if required.

Corporate Compliance/Rights Protection (Essential)

• Strict adherence to the professional, ethical and legal requirements set forth in the Center's Business Code of Conduct as well as the Corporate Compliance Plan.

Other Duties/Special Projects (Essential)

• As requested, assist supervisor to accurately complete special projects.
• Assure guests are greeted and directed accordingly. All visitors are required to sign in and are to be treated with respect and courtesy.
• Assure daily sign in/sign out log sheets are replaced each morning. Log sheets are to be sorted and filed monthly.
• Assure front office area is well maintained.
• Perform other duties as assigned.