What Success Looks Like In This Job

The Clinical Administrative Specialist is an administrative position performing basic to intermediate-level paraprofessional, clerical, and customer service work in public health within Nursing Services at the Adams County Health Department.
The Adams County Health Department Nursing Division is comprised of Nurse Family Partnership, Nurse Support Program, Harm Reduction, Sexual Health, Immunizations, Child Maltreatment and Fatality Prevention, and Care Coordinator for Children and Youth with Special Health Care Needs. The Nursing Division is made up of clinical support staff, medical assistants, harm reduction specialists, operations support, nurses, advanced practice nurses, and midwives.
As a public health professional, your work is to prevent illness, promote well-being, and safeguard the health of communities. ACHD Nursing Division staff work diligently to be proactive, responsive, and adaptable in a landscape of ongoing and emerging challenges. Nursing care occurs anywhere the community lives, focusing on accessibility, community engagement, and building trust.
Salary range: $23.99 - $33.58
Anticipated hiring range: $23.99 - $27.58
Salary will be determined by experience and qualifications.

Examples of Duties for Success

Call Center Receptionist

• Use a friendly voice, promptly answers phone calls, and provide excellent customer service to all callers.
• Maintain prompt, regular attendance and open phones on time as scheduled.
• Use active listening skills to screen caller’s needs.
• Triage clients and redirect to Public Health Nurses for support as necessary.
• Accurately enter client demographics and insurance information into the electronic health record (EHR).
• Accurately and efficiently schedule client appointments in the EHR.
• Review client’s insurance and their eligibility to confirm the services requested are covered under their plan or are offered by one of our program’s grants.
• Determine caller's requests and provide information about additional services or redirect their call to other ACHD programs.
• Participate in evening and weekend clinics and events outside of regular business hours.
• Perform other duties as assigned.

• Appropriately access interpretation services to provider interaction with a client in their preferred language or language of their choice.
• Use active listening skills to deescalate conflict or remedy upset customers.
• Escalate difficult situations to clinic lead, supervisor, or manager.
• Collaboratively works with clinic team.
• Interact with clients and/or parents or guardians to exchange necessary information to register a client.
• Accurately update client records in the EHR.
• Verify insurance benefits and status as well as perform vaccine stock eligibility during the registration process.
• Maintain proficient knowledge of department programs to appropriately refer clients to necessary services and programs.
• Determine and accept required payments for services provided.
• Review and verify Electronic Submissions of Bills (ESB) to ensure accuracy and completeness.
• Reconcile ESB in EHR to move to it to the next step in the billing process.
• Ensure that the billing process advances to the next stage once ESB reconciliation is complete, which may include generating invoices, sending claims to insurance providers, and other related activities.
• Identify and rectify errors or discrepancies found during ESB reconciliation, such as coding errors, patient information updates, and other issues impacting billing accuracy.
• Ensure that all necessary demographic, billing, and clinical information is obtained and entered in the EHR with timeliness and accuracy.
• Documents and balances cash drawer. Completes cash drawer report. Deposits payments.
• Offer guidance and support to other clinical staff regarding billing-related matters, ensuring they have the necessary resources and information to assist in the billing process effectively.
• Participate in evening and weekend clinic outside of regular business hours.
• Perform other duties as assigned.

• Ensure appropriate clinic forms and supplies are stocked before clinic opens and throughout the day.
• Complete reminder phone calls to confirm scheduled appointments with clients daily.
• Effectively perform administrative tasks including word processing, data entry, mailings, and other clerical duties in support of clinic operations.
• Assist with community off-site events as needed.
• Participate in evening and weekend clinic outside of regular business hours.
• Perform other duties as assigned.

• Assist in the orientation and training of new employees, students, and volunteers.
• Participates in quality improvement projects.
• Maintains electronic health record (EHR) proficiency and skills as necessary for daily duties.

Qualifications for Success

Skills in:

• Approachability – Putting people at ease and being sensitive to their interpersonal anxieties is vital for establishing strong rapport and fostering open communication.
• Active Listening and Cultural Sensitivity: Building trust and rapport with community members is key. Public health professionals actively listen to concerns, demonstrate cultural sensitivity, and avoid using medical jargon.

• An EHR, appointment scheduling and the ability to manage appointments efficiently.
• Insurance policy and procedures, including claim submission, and reimbursement processes.
• Data management and record-keeping to ensure accurate billing records.

• Proactively gather informal information and create a warm, customer-focused environment.
• Gain trust and respect from both internal and external customers.
• Act with customers in mind and maintain effective relationships.
• Deliver exceptional service and achieve customer loyalty.

• Understanding of Population Health: Public health nurses think beyond individual patients and consider the health of entire communities. They understand how social determinants of health, like poverty and access to education, influence health outcomes.

• Collaboration: They work effectively with a wide range of people, including community leaders, social workers, and other healthcare professionals.

• Problem-Solving and Resourcefulness: Public health professionals often work in environments with limited resources. They need to be resourceful and find creative solutions to address community health needs.
• Advocacy and Leadership: They are passionate about public health issues and can advocate for policies that promote health equity and access to healthcare.
• Adaptability and Resilience: The public health field can be fast-paced and unpredictable. Public health professionals need to be adaptable and able to respond to changing situations.
• Compassion and Commitment to Community Health: A genuine desire to improve the health and well-being of the community is a driving force for public health.

• Integrates Health Equity into all areas of work.
• Creates and maintains partnerships and processes that support and integrate diversity, equity, and inclusion into all aspects of Adams County Health Department work.
• Prioritizes transparency and supports a no wrong door culture.

• Must demonstrate proficiency in using personal protective equipment (PPE).
• Computer use including internet, email, Microsoft Office Suite.
• Audio-visual and other teaching equipment.
• Healthcare equipment.
• Must be able to learn and become proficient with equipment and software programs as required to perform assigned duties effectively and efficiently.

More Qualifications for Success

Education and Experience:

• High School diploma or equivalent is required.
• One year of previous customer service experience is required.

• Fluent bilingual (English/Spanish) language speakers preferred.
• Experience in public health or related community or clinical work is preferred.

• Current BLS certification

• Flexibility in work hours may be required to accommodate community events, meeting, and outreach activities.
• Travel within the community and participation in evening, weekend and on call duties may be required.
• This position requires a valid driver’s license and reliable transportation.

• Based upon work environment spending time sitting, standing, and/or walking.
• Utilize appropriate ergonomics.
• Occasionally lifts, carries, pulls, or pushes up to 20 lbs.
• Occasionally uses cart, dolly, or other equipment to carry in excess of 20 lbs.
• Occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.
• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of computer or other work-related equipment.