Support the work that supports our community's well‑being.
Position Primary Purpose:
The Office Support Staff serves as the first point of contact for clients and visitors at the White Bird Clinic Behavioral Health Offices, reflecting the clinic's commitment to humanistic, compassionate, trauma-informed, and confidential care. This role is essential in managing client interactions, safeguarding sensitive information, and supporting seamless communication between clients and clinical staff. Responsibilities include coordinating appointments, maintaining accurate client records, and performing administrative tasks with professionalism and efficiency.
This position also supports front-end revenue integrity by ensuring accurate client information, complete documentation, and clear communication regarding insurance coverage status and self-pay options, while adhering to HIPAA and substance/mental health use confidentiality regulations.
Essential Functions:
Client Interaction & Front Desk Operations
Greets and assists clients upon arrival, maintaining a welcoming and professional reception environment.
Answers incoming calls, provides accurate information, and route calls appropriately.
Schedules for appointments and maintain an organized reception area to support efficient workflow.
Supports team adherence to internal Revenue Cycle policies and procedures, by coordinating with the Revenue Cycle Manager and team regarding insurance and accounting needs
Copies, assembles, and maintains client files, including information packets and acupuncture packets, ensuring accuracy and confidentiality, converting them to digital formatting where appropriate.
Documentation & Electronic Health Records
Adheres to strict HIPAA laws/practices for clients in-person, on the phone, and by email.
Enters urinalysis results and other critical data into the Electronic Health Records (EHR) system.
Scans and upload documents to maintain accurate and up-to-date digital records.
Ensures completeness and accuracy of documentation that supports billing and reporting requirements, including attendance records, UA entries, and required forms.
Operational & Team Support
Participates in staff meetings and other required meetings to support team communication and operational consistency.
Serves as backup to the BH Administrative Supervisor, fully trained to understand state and federal grant reporting data to support the BH Administrative Supervisor as needed.
Coordinates with clinical staff and the BH Administrative Supervisor to resolve documentation gaps that may impact reimbursement.
Front-End Revenue Coordination
Performs insurance verification to confirm client insurance coverage status and update EHR records accordingly.
Escalates discrepancies or coverage concerns to the Revenue Cycle Manager.
Provides clients with general information about self-pay options, sliding scale policies, and payment expectations, without determining eligibility or setting fees.
Collects payments when required, following established Behavioral Health and agency procedures.
Clarification: This role does not include coding, claims submission, or direct communication with payers.
Performs all other additional tasks assigned to support clinic operations.
Key Competencies
Excellent verbal and written communication skills.
Ability to remain calm, empathetic, and professional during high-stress or emotionally charged situations.
Strong people skills for working effectively with diverse individuals.
High level of organization and time management; able to multitask in a fast-paced environment.
Strong commitment to confidentiality and discretion.
Proficiency with office technology, Electronic Health Records, and Microsoft Office.
Effective critical thinking skills with a focus on timely and practical solutions.
Strong attention to detail and accuracy.
Adaptability and willingness to assume additional responsibilities as needed.
Professional demeanor and ability to represent the clinic positively.
Ability to communicate relevant client information to clinicians to support safe and effective care.
Minimum Requirements and Education:
High School Diploma or equivalent is required.
Minimum of one (1) year of administrative experience required.
Minimum of two (2) years of abstinence from all psychoactive substances for individuals with a history of substance abuse (if applicable).
Proficient in managing challenging client interactions with tact and professionalism.
Equipped with de-escalation and crisis intervention skills to ensure a safe and supportive environment.
Proficiency in computer applications, with a focus on Excel spreadsheets.
Must be compliant with state and federal confidentiality regulations relevant to protecting individuals with substance use diagnoses.
Must be able to exercise sound judgment and maintain confidentiality with a strong ability to protect sensitive information.
Must be self-motivated with high energy and the ability to work independently.
Compensation: This position is a full-time, non-union, non-exempt, hourly position paying $20 per hour, paid out bi-weekly.
Benefits:
Employee Medical Insurance with an option 100% paid by the employer.
Employee Dental Insurance is 100% paid by the employer.
Employee Vision Insurance is 100% paid by the employer.
$1250 annual Health Reimbursement Account prorated from start month.
$30 per month wellness reimbursement for qualifying activities or free membership to the Eugene YMCA.
401(k) option with up to a 3% match.
Paid Time Off (Accrual up to 25 days per year and increases with tenure)
Paid Holidays (9) plus one floating holiday =10 paid holidays
Principal -voluntary options for accidents, hospitalization, and critical care plans are available.
This position requires successful passage of a State mandated background check.