Support Staff Specialist - Licking & Knox

ESSENTIAL DUTIES AND RESPONSIBILITIES

Employees are expected to perform essential duties to established performance standards. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Client Services

• Serve as the first point of contact for clients, visitors, and community partners while providing exceptional customer service.
• Create a welcoming, respectful, and trauma-informed environment for all individuals seeking services.
• Complete client registration, check-in/check-out, demographic verification, insurance updates, and payment collection in accordance with agency procedures.
• Provide accurate information regarding agency services and assist individuals in accessing appropriate programs and resources.
• Maintain professional, courteous, and compassionate interactions that support a positive client experience.

Administrative Operations

• Answer, screen, and route incoming telephone calls and respond to routine inquiries.
• Schedule, coordinate, and maintain client appointments while supporting efficient provider schedules and timely access to care.
• Prepare, scan, upload, index, and maintain accurate electronic and paper documentation.
• Process mail, correspondence, and other administrative communications.
• Support daily office operations, including opening and closing procedures, maintaining office supplies, and ensuring an organized work environment.

Clinical Support

• Maintain accurate client information within the Electronic Health Record (EHR) and other agency systems.
• Provide administrative support that promotes efficient clinical operations and quality client care.
• Collaborate with clinical, billing, quality improvement, and administrative staff to support effective service delivery and resolve workflow concerns.

Compliance & Quality

• Perform duties in compliance with BHP policies and procedures, CARF accreditation standards, OhioDH requirements, HIPAA, 42 CFR Part 2, and all applicable federal, state, payer, and local regulations.
• Maintain accurate, timely, and confidential documentation and records.
• Participate in required training, audits, quality improvement activities, and compliance initiatives.
• Identify opportunities to improve administrative processes, operational efficiency, and the overall client experience.

Team Collaboration

• Foster positive working relationships with coworkers, clients, referral sources, and community partners.
• Support operations at multiple BHP locations as organizational needs require.
• Participate in staff meetings, required training, professional development activities, and organizational initiatives that support BHP's mission and strategic goals.
• Support agency operations by adapting to changing priorities, providing coverage as needed, and performing additional duties consistent with the scope and responsibilities of the position.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of

• Customer service principles and office administration practices.
• Medical office scheduling and registration procedures.
• HIPAA, confidentiality, and privacy requirements.
• Electronic Health Record (EHR) systems.
• Microsoft Office 365 applications.

Ability to

• Communicate professionally and effectively with clients, coworkers, and community partners.
• Provide compassionate, person-centered customer service.
• Maintain confidentiality and exercise sound judgment.
• Prioritize multiple responsibilities while maintaining accuracy and attention to detail.
• Work independently and collaboratively in a fast-paced environment.
• Adapt to changing priorities and organizational needs.

Skills in

• Customer service
• Organization and time management
• Computer applications and data entry
• Problem-solving
• Multi-line telephone systems
• Electronic Health Record systems
• Microsoft Outlook, Word, Excel, Teams, and other business applications

MINIMUM QUALIFICATIONS

Education

High School Diploma or GED required.

 Experience

One (1) year of customer service, administrative support, medical office, or behavioral healthcare experience preferred.

Experience using Electronic Health Record systems is preferred.

Additional Requirements

Successful completion of all pre-employment requirements, including drug screening, criminal background check, and verification of employment eligibility. A valid driver's license, acceptable driving record, and insurability may be required based on assigned job duties.

WORKING CONDITIONS

Work is primarily performed in an office environment with frequent interaction with individuals receiving behavioral health services. Occasional travel between BHP locations may be required based on operational needs.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those required to perform the essential functions of this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these essential functions.

The employee frequently communicates with others in person and by telephone, uses computers and standard office equipment, sits, stands, walks, and performs repetitive hand movements associated with keyboarding and document processing. Vision requirements include close work using computer monitors and reviewing written documents. Occasional lifting of office materials weighing up to 25 pounds may be required.

DISCLAIMER

This position description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. BHP reserves the right to modify or revise this position description at any time to meet organizational needs.