Program and Roles Summary:Provides program information, direct incoming calls, manages and monitor reception common areas, manages and coordinate appointment schedules for staff, and perform various data entry and general office tasks in a team environment. Follows and enforces in-office safety protocols to maintain a safe and secure work environment. Provides support for all BHCS sites when necessary.

Reporting Relationship:

Reports to: Business Director or designated Supervisor

Supervises (Position Title): None

Principal Duties/Responsibilities:

• Receives and screens incoming calls, taking messages and responds to inquiries exercising some independent judgment.
• Conducts safety screening of all persons entering BHCS sites.
• Works collaboratively with all BHCS sites, staff, and Front Desk department.
• Greets and directs clients and other callers using judgment in relaying program information.
• Experience working with multi-line phone systems and office equipment (copiers, postage machines, fax machine, etc.).
• Provides program information, education, and support to client families.
• Schedule and coordinate client appointments in the electronic health record.
• Coordinate schedules of availability with clinical staff, updating information as necessary in designated repositories (within the EHR, or in cloud-based files).
• Notifies clinical staff, as appropriate, of scheduled appointments.
• Verify client’s eligibility for services, and insurance coverages.
• Provides reminder calls to clients and families of upcoming appointments.
• Ability to work with Microsoft Office, Adobe, and cloud-based repositories.
• Participates in initial and ongoing training and supervision.
• Provides telephone and front door coverage to ensure access during normal operating hours.
• Ensures that signage, certificates, and program information are appropriately displayed in common areas as directed.
• Must be well organized and be able to multi-task; understands importance of tasks and able to prioritize.
• Take inventory and identify shortages of office supplies.
• Maintain confidentiality and be compliant with all HIPAA rules and regulations.
• Report incidents or violations related to health and safety to immediate Supervisor and to appropriate Management staff.
• Reports any problems or concerns related to client/client family, staff, building or facilities, or equipment to immediate supervisor and appropriate staff.
• Active member of divisional safety team, participating in safety trainings and exercises.
• Scan, fax or enter documentation as requested.
• Responsible for opening and closing building access as is applicable.

Requirements:

• A minimum of a high school diploma or equivalent,
• Minimum of one year of experience working in a medical or clinical office environment.
• Fluency in both English and Spanish is preferred.
• This position also calls for an individual who has been cleared by the State of Illinois based upon a prior history of child abuse/neglect. In addition, the individual must clear a personal background review, fingerprinting, and criminal checks.
• This position also calls for demonstrated competence in oral, written and electronic communication.

Knowledge/Skills/Abilities (K/S/A):

• This position requires the individual demonstrate the experiences, beliefs, attitude and awareness that indicate cultural sensitivity to the client population served.
• This position requires the individual possess the ability to partner with clients individually and/or in family to help them mobilize resources and build resilience.
• This position requires the individual possess the ability to coordinate effectively with other team members, other Agency resources and outside services in addressing client needs.

This position requires the individual possess an understanding of evidence-informed practices, engagement strategies, boundary setting, concurrent documentation, working in a community setting, organizing, motivational interviewing, and family systems.

• Must be familiar with the operation of but not limited to: desktop computer systems, cell phone, laptop, notebook, netbook, and tablet type devices knowledge of community resources and ability to use a variety of applications on a computer
• Staff are expected to have the ability to work remotely from home if necessary, and with Supervisory approval. Safety Protocols while at the office and within the community are to be strictly adhered.

Mental/Physical Demands:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Work requires prolonged concentration using a computer in analyzing and manipulating data. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must lift and/or move up to 10 pounds and occasionally life and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Environmental Conditions:The noise level in the work environment is usually moderate. Duties are performed in a typical office environment. No unusual or adverse working conditions exist.

This description documents the general contents and requirements of the job. It is not to be construed as an exhausted statement of duties, responsibilities, or requirements. The principal duties and responsibilities shown are all essential job functions except for those indicated with an asterisk (*). The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.