DEFINITION:
This position coordinates, plans, and organizes the daily operations of the Drug Testing Department under the direction of Practice Manager, Director or other assigned member of the leadership team.
SUPERVISION
This position is supervised by the Clinic Practice Manager and/or another member of the management team.
DUTIES AND RESPONSIBILITIES:
- Provides patient service duties that are welcoming, engaging and accessible. Integrated care services are focused recovery, trauma informed, strengths based, culturally competent, gender sensitive, age appropriate, patient centered, and co-occurring capable.
- Works as part of a team to meet the needs of the patient in a timely and thorough manner. Interacts with patients in a respectful, genuine and professional manner.
- Responsible for all tasks involved in opening and closing the drug testing office as scheduled.
- Enrolls individuals in drug testing services and handles all tasks associated with the enrollment process.
- Oversees the daily operations of the drug testing office to include check-in and check-out flow, monitoring of eligibility status and requirements, customer service needs, and collaboration with administrative and clinical staff.
- Oversees maintenance of referrals including but not limited to responding to referral inquiries, processing and sending lab results.
- Ensures ongoing quality control of staff documentation, provides re-training on current collection procedures and requirements, as needed. Monitors compliance with the drug testing protocols.
- Knowledgeable regarding NorthCare's electronic record systems and Outlook/Microsoft Teams or other organizational management systems, including the ability to use and train drug testing staff in these systems for smooth operation of the drug testing department as well as coordination of care with other NorthCare programs.
- Maintains files for federal or other payor audits
- Maintains a safe and sanitary environment to include ensuring daily cleaning, restocking, and maintenance of restrooms, as well as restocking and maintenance of office supplies.
- Follows all agency safety and administrative procedures.
- Handles customer questions, complaints and service problems politely and efficiently, investigate patient concerns/issues and problem solves resolution under the direction of the program supervisor and/or manager.
- Performs other duties as required and/or assigned by Program Manager/Director and/or Executive Staff.