Unit Support Specialist bei TCN BEHAVIORAL HEALTH SERVICES INC

Description

Position Summary:

The general tasks include client check in/out, scheduling appointments, collection of co-pay/balances, and outreach calls, all with an emphasis on excellent customer service. This person must be able to communicate professionally, in both oral and written form, with clients, visitors, vendors, and other staff members.

Key Responsibilities:

1. Performs receptionist functions:

• Greets and assists all clients and visitors using professional, pleasant, and efficient conduct.
• Checks in clients for individual and group appointments and verifies Client Demographics and Insurance information to a degree of 100% accuracy.
• Collect client payments; enter payment information into the computer software application, including the client’s ID number to a degree of 100% accuracy. Provide receipt to client. Drops money bag into the locked safe before leaving.
• Accurately directs clients and visitors to appropriate areas. Completes information for visitor/vendor log.
• Notifies clinical provider immediately upon the arrival of their appointments by checking them into the computer software or by phone/email as needed.
• Answers all incoming phone calls in a professional manner and manages and responds to any voicemails within 24-business hours.
• Provide Support administration of walk-in clinic by coordinating with Walk-in Clinic Coordinator and Financial Resource coordinator. Schedules initial diagnostic assessments as directed.
• Maintain general cleanliness of the waiting areas and employee breakroom.
• Manages ordering supplies for general office use and breakroom.

1. Work schedule is flexible from 7:00am until 6:30pm, Monday-Friday. Some Saturdays may be required based on program/agency needs.

• Ensures all client information is securely locked away in designated storage before departing, guaranteeing 100% accuracy.
• Unlocks/Locks the front door. Open the reception area when coming in and secure the reception area before leaving for the night.

1. Demonstrates pleasant, professional, and efficient conduct in person and on the telephone as evidenced by:

• Receiving minimum complaints from callers, visitors, or staff regarding voice tone, accuracy, and responsiveness.
• Maintaining a Customer Satisfaction Survey rating of 4 and above each quarter for customer service.
• Remains free from citations by other providers or by consumers for unethical practice and meets standards for own profession.

1. Operates the postage machine and stamps the daily mail by noon of each workday. Dates and postage amounts will be correct to an accuracy of 100%.
2. Formats and mails letters and documents as needed or requested.
3. Manages electronic fax inbox through Faxage website daily.
4. Manages incoming referrals based on current process and makes outreach within 3-business days; documents all outreach to referrals and follows up with referral sources, as needed.
5. Assists other support staff in their absence by completing any other duties as needed.
6. Assists Support, Medical Records, and Billing staff with overflow of other duties, as assigned by Support Management Team.
7. Schedules all client appointments, in-person, and telehealth. Verifies client name, ID, and correct clinical provider to a degree of 100% accuracy. Actively prevents conflicting appointments.
8. Maintains clinician schedules by marking out PTO (Paid Time Off), filling available appointments, and template management.
9. Maintains cancellation lists. Attempt to fill cancelled appointments, per current TCN policy.
10. Processes registration paperwork, as needed, to an extent of accuracy and completeness of 100%: Direct clients to the Financial Resources Coordinator for financial assessment and assures that all forms are signed. Distributes additional registration paperwork to clients, as needed.
11. Maintains a current inventory of all necessary forms in the forms box and packet cabinet.
12. Makes reminder calls, as needed, and documents all attempts to a degree of 100%.
13. Sorts and distributes incoming U.S. Postal mail no later than 5:00pm, of each workday and to an accuracy of 100%.
14. Signs for subpoenas for the Agency and distributes to the proper staff members immediately or contacts supervisor to distribute.
15. Maintains designation of Safety Captain for local office and any office they are covering.
16. Responds to tasks assigned by Support Management Team promptly and meets all stated deadlines.
17. Other clerical tasks and duties as assigned by Support Management Team.
18. Demonstrates and supports the company core values TCN C.A.R.E.S. “Commitment, Accountability, Respect, Empathy, Service”
19. Adheres to all organizational and departmental policies, complying with all behavioral and ethical expectations.
20. Completes all agency-required trainings

Qualifications

 Minimum Qualifications:

• Education: High School Diploma or Equivalent.
• Certification: First Aid/CPR.

• Other: Prefer previous work in Community Behavioral Health/Addiction Treatment Setting or other Social Service organization; at least one year in direct customer service position; Experience working with multi-line phone and computer system.

Knowledge, Skills, & Abilities:

Knowledge of:

• Microsoft Office Suite of products including Teams, Word, Excel, and Outlook.
• Electronic Health Records.
• HIPAA Standards

Skills:

• Capacity to perform duties effectively under potential emotional stress and conflict situations.
• Proficiency in utilizing basic computer skills and office equipment for documentation and communication purposes.
• Practice of a client-focused approach, demonstrating active listening skills, reading comprehension, critical thinking, and leadership abilities.

Abilities:

• Willingness and physical capability to engage in activities essential to meet the fundamental needs of individuals served
• Ability to effectively communicate with clients and the public using empathy and active listening skills. Demonstrate accurate data entry skills. Knowledge retention skills. Ability to think critically and solve problems for positive outcomes.
• Lift up to 25 pounds, use of computer keyboard for data entry, sitting for periods of time, bending, stooping, reaching, ability to communicate information clearly