Office Assistant Mental Health Clinic Full Time

JOB PURPOSE: The Office Assistant is responsible for providing exceptional customer service and administrative services to all our clients, our outpatient team and the family and community services team, in order to ensure accurate and efficient business operations in a fast paced mental health office setting. As a team member the individual will also provide direct support to other members of the Office Assistant Team and Billing Services Team.

MIDDLE SHIFT\-OFFICE ASSISTANT:

• Punctuality is key \- arrive before your shift begins and have workstation up and running and ready to go when your shift starts
• Greet and welcome clients and check in for their appointment, send RingCentral IMs to providers when clients arrive, collect payment, complete TA note in memo section, have client complete any missing paperwork prior to being seen by the provider, follow up with any no show appointments by calling the client and notifying the provider
• Schedule appointments and collect payments as needed, fill openings on provider calendars each week
• Give clients required paperwork prior to seeing their provider, scan to client file, give to provider for their review
• Answer incoming calls and document calls
• Place outbound calls and document
• Double check there are plenty of packets and paperwork prepared ahead of time, prior to next day of business
• Teamwork\-Assist team members, billing team and provider teams needs throughout the day
• Priority to fill any openings on provider calendars each day
• In coming calls should be balanced with other team members, each taking a turn to answer incoming calls and documenting details and tasks in the TA memo section, notify providers as needed
• Seek out support from your supervisor

GENERAL OFFICE ASSISTANT MAJOR RESPONSIBILITIES AND DUTIES:

• Punctuality is key \- arrive before your shift begins and have workstation up and running and ready to go when your shift starts
• Number one priority is our clients. They come first. Greet clients with eye contact, professionalism and kindness, by phone, in person, or through electronic media; transfer as necessary. The mental health office atmosphere needs to be a quiet and safe place for all guests. Be aware of your surroundings and personal conversations when working at the front desk.
• Confidentiality and Protected Health Information is crucial at all times in all areas of the building.
• Schedule/update/modify client telehealth appointments as necessary, utilizing electronic calendaring systems through Google Meet matching their TherapyAppointment (TA) calendar.
• Check in all clients when they arrive, immediately send an IM to the provider so they are aware their client is present, make a note in each TA account\-memo section and over the counter log spreadsheet.
• If a client is a no show to their scheduled appointment, notify the provider by sending an IM, call the client no later than 10 minutes after the scheduled session to see if the client is okay, able to switch to the telehealth session, or document the reason for the missed appointment in the TA memo section, cancel the appointment in TA accurately, update the over the counter log spreadsheet.
• Input client demographics and contact information into billing systems accurately\-TherapyAppointments (TA) and WorkflowMax (WFM) when assigned
• Accurately collect copayments, coinsurance, deductibles, and payment plans as appropriate and document accordingly in TA. Notify the Billing Team with any discrepancies
• Collect and review all intake paperwork (paper or electronic) to ensure accuracy and completeness; verify data in TA, fees or payments, update any missing information, scan and upload to correct client account
• Manage and maintain client intake spreadsheet
• Manage all medical record requests by following standard operating procedures and maintain the

medical record requests spreadsheet when assigned

• Ensure that all provider TA calendars include holiday, paid time off, meetings and trainings are marked appropriately
• Help to resolve conflicts within the OA team, maintain positive working environment, and build good team cohesion by being supportive and being a good role model
• Be aware of system updates and train team members
• Ensure materials and standard operating procedures are current in the Office Assistant Manual
• Monitor office supplies and add to Supply List on a weekly basis and send to the Chief Operating Officer weekly
• Track Operation Changes in “Monthly Operation Changes” Spreadsheet
• Print and distribute Active Client Lists to providers by the 25th of each month
• Complete QAUR for discharged clients provided by the returned Active Client Lists and notify Billing Team of accounts with past due balances
• Use a workstation and a variety of office software applications including word processing, email, and file management
• Prepare documents in Google Documents or using predefined templates and form letters.
• Create and maintain data in Google Sheets
• Operate other office equipment such as printers, copy machines, and fax machines. May serve as liaison with service and vendor personnel
• Process daily mail; open or review correspondence and determine proper disposition.
• Make copies of cash/checks received for daily reconciliation, make copies of deposit slips, assemble and distribute to the Billing Services Manager
• Prepare the daily cash deposits and check scan remote deposits
• Assist in resolving problems when possible and ensuring satisfactory customer service
• Fax, scan, and copy documents
• Monitor, maintain, and stock all office supplies in all areas such as kitchens, copy rooms, and front desk
• Notify the Chief Operating Officer of needed office supplies; may order toner as needed from Tri State Business Machines via email
• Maintain office filing and storage systems
• Ensure office equipment is properly maintained and serviced
• Keep the office, waiting area, and children’s area clean, sanitized, and tidy throughout the day
• Participate fully as a team member by developing professional relationships with team members as well as foster good rapport with external sources
• Meet with Chief Operating Officer as needed
• Meet individually with your supervisor
• Attend Office Assistant team meetings
• Attend Billing Team and Office Assistant Team meetings
• Attend monthly Provider Team administrative meetings
• Attend quarterly All Staff meetings
• Understand and follow the standard operating procedures for the office assistant role along with the company policies and procedures as outlined in the department and agency policy manuals
• Develop personal and professional goals annually
• Maintain acceptable ratings (85% or better) in all areas on performance reviews (job performance, supervisor ratings, etc)
• Perform other job duties and responsibilities, consistent with this position description, as requested by the Specialty Services Program Assistant, Leadership Team, Clinic Administrative Supervisor, and/or Chief Operating Officer, Clinical Director, and/or President of Stein Counseling and Consulting Services, Ltd
• Coordinate, respond, and schedule online information requests, online appointments requests, and other assigned authorizations and referrals received for counseling and substance use services
• Review and monitor Cancellation and Standby lists on a daily/weekly basis for providers and schedule appointments as appropriate
• Review, update, and distribute cancellation lists via email to each provider by the 25th of each month
• Follow all opening and closing procedures and complete as appropriate, assist team members
• Report any client complaints to Billing Services Manager and Chief Operating Officer immediately
• Monitor client suspension process on a weekly basis and ensure spreadsheet is accurate
• Distribute client satisfaction surveys for providers and complete data entry
• Scan paperwork and upload electronic paperwork to correct client accounts in TA after cross\-checking all entries in TA accounts to match the paperwork received
• Add all demographic and client information, CRICs, verbal authorizations, financial forms, and insurance cards accurately into TA patient accounts within 24 hours of receipt
• Return paperwork to the outpatient provider to review with the client’s account in TA
• Correct any missing information when client paperwork is returned

WORK ENVIRONMENT:

General office environment. Work is generally sedentary in nature, but may require standing and walking part of the time. Work is generally performed within an office environment, with standard office equipment available.

KNOWLEDGE/SKILLS:

• Employ exceptional customer service skills, effective telephone and interpersonal communication skills
• Possess competency, proficiency, and accuracy with data entry and managing various computer software programs
• Demonstrate effective organizational and planning skills
• Possess spirit of teamwork, positive attitude, and drive to succeed
• Be willing to go the extra mile and help others on your team, work needed shifts when asked
• Must be punctual, flexible, reliable, and adaptable to meet the needs of the ever\-evolving mental health agency
• Consistently make sound decisions and problem\-solve effectively
• Communicate professionally with clients, supervisors, peers, and persons outside the organization
• Resolve conflicts and effectively employ negotiation skills with others
• Possess basic knowledge of computers and Google Chrome and Google Meet (Email, internet, etc) as well as typical office equipment (fax, copier, scanning, etc)
• Possess the ability to work independently, including organizing, planning, and prioritizing work
• Maintain emotional control under stress
• Follow confidentiality procedures
• Follow HIPAA guidelines and procedures

EDUCATION AND EXPERIENCE:

High School diploma required; preference given for candidates with an associate's degree or college education. Office Assistant experience required, preferably in a health or human services setting, dental office, medical office, or related health service\-oriented environment. Computer experience with Mac required.

SUPERVISED BY: This position will report to and receive supervision from the Billing Services Manager

OFFICE LOCATION:

571 Braund Street, Onalaska, Wisconsin 54650

OFFICE HOURS: 8:00 am\-6:00 pm Monday, Wednesday, Thursday; 7:00 am\-6:00 pm Tuesday, 8:00 am\-2:00 pm Friday

OPENING SHIFT: 7:15 am\-4:45 pm M, W, TH; 6:30 am\-3:00 pm T; 7:15 am\-10:15 am F

MIDDLE SHIFT: 7:45 am\-5:15 pm M\-TH; 8:45 am\-12:15 pm F \- CURRENT SHIFT AVAILABLE

CLOSING SHIFT: 8:45 am\-6:15 pm; 9:45 am\-2:15 pm F