Lead Site Support Specialist

SUMMARY: The Lead Site Support Specialist position functions to welcome, acknowledge and assist patients and guests, playing a critical role in shaping impressions of CODA and its services. This role is paramount in developing and maintaining strong patient satisfaction and loyalty and ensuring adherence to the organizational mission and vision. This role will also train and provide coverage assistance for Site Support Specialist roles throughout the organization.

ESSENTIAL RESPONSIBILITIES AND TASKS:

• Conduct new and continued training and development for all Site Support Specialists. Train all new hires.
• Track and submit ideas and solutions regarding patient flow to management based on observation. (Changes are not to be made without the approval of manager.)
• Resource for Site Support Specialists of any current protocol questions or work flow issues at sites.
• May provide coverage during periods of staff absence. Responsible for modeling desired administrative practices.
• Contribute to the overall success of the agency through participation in work teams and inter-department communications.
• Provide routine and accurate reports to Site Support Manager about program staff, operations, resources, and partnerships, keeping them fully apprised of the state of the program.
• Perform weekly check-ins with staff, one-on-one conversations, to gather feedback, address concerns, and relationship building.
• Assist and inform the Manager on employee performance evaluation.
• Facilitate a welcoming and respectful treatment environment through the provision of patient oriented, professional administrative service activities including opening and closing the front office daily.
• Facilitate patient access to treatment services through timely scheduling of appointments and completion of administrative and financial paperwork.
• Maintain strong community partner relationships through the monitoring of referral paperwork and communications with referents and other partners.
• Engage patients in agency services through prompt and friendly answering of telephone calls, the provision of accurate responses to patient questions and the issuance of appointment confirmation calls.
• Ensure the insurance and financial eligibility of patient financial accounts, receiving, posting, balancing and depositing submitted payments.
• Maintain patient charts, including assembly, document filing and closing. Manage program faxes including sending and receipt/distribution of patient and/or program documents.
• Verify accuracy of entries into the electronic medical record through the processing and review of required reports.
• Maintain strict confidentiality regarding patient Protected Health Information.
• Complete a daily balancing report.
• Maintain a clean and orderly working environment including lobbies and workspace.
• Travel between multiple worksites and locations.
• Demonstrate effective interpersonal communication skills which promote cooperation and teamwork.
• Review and sign-off timecards to ensure employee's time is accurately recorded and complete.
• Consistent attendance and punctuality are required of this position.
• Perform tasks as assigned by the Manager.
• Achieve outcomes using methods that align with CODA's mission and values:
• Communicate accurately and positively about recovery and the use of evidence-based treatments.
• Use data and science to identify barriers, overcome obstacles, and inform decisions.
• Be financially responsible; avoid waste, document accurately, seek new opportunities to serve.
• Demonstrate compassion and respect for others.

SUPERVISORY RESPONSIBILITIES:

• This position is accountable for a limited range of supervisory responsibilities including, having direct reports, coaching, and training.

COMPETENCIES AND SKILLS:

• The ability to work with minimal supervision, demonstrating initiative and resourcefulness is essential.
• Ability to convey a positive attitude and treat others with respect.
• Ability to take personal responsibility for the quality and timeliness of work, and achieve results with little oversight.
• Ability to handle multi-line telephone system and its operation.
• Expert knowledge about customer service and understands and appropriately applies procedures, requirements, regulations, and policies related to health care operations.
• Ability to maintain professional communications and boundaries while managing complex situations and interacting with individuals diagnosed with substance use or co-occurring conditions.
• Ability to utilize both oral and written communications skills to effectively communicate with patients, co-workers, community resources, supervisors, and various other individuals encountered in the course of performing work while maintaining patient confidentiality and establishing professional rapport.
• Ability to operate a computer, utilize basic MS Office programs, and effectively navigate and maintain patient records in an electronic medical records system.
• Ability to safely operate a motor vehicle.

REQUIRED EDUCATION, EXPERIENCE AND COMPETENCIES:

• High school diploma or GED is required.
• Required: One year of relevant experience in medical office support, and/or administrative support processes.
• Preferred: Two years of customer service experience.

REQUIRED CERTIFICATIONS AND LICENSES:

• A valid Oregon or Washington driver's license.
• May be required to attain a Basic Life Support (BLS) certification or ability to acquire within 90 days of hire.
• Crisis Prevention training completion within 90 days of hire.

PHYSICAL DEMANDS:

• Must be able to occasionally lift up to 25 lbs.
• Must be able to perform Basic Life Support for 15 minutes continuously and maintain BLS certification if certified in BLS.
• Must be able to operate a personal computer for prolonged periods, including reading from a computer monitor, keyboarding, and using a mouse.
• Must be able to negotiate staircase, reach, bend, and handle objects.
• Must be able to move from desk to patient counter and open and close heavy file drawers.

OTHER REQUIREMENTS:

• A negative result on all pre-employment, reasonable suspicion, and post accident drug screens.
• An acceptable criminal record as determined by DHS, the Oregon Administrative Rules, and the Oregon Revised Statutes.
• An acceptable driving record and the recommended amount of personal automobile insurance as determined by CODA's automobile insurance provider.