Job Title: Clinical Support Specialist

General Description:

The Clinical Support Specialist is the first point of contact for current and potential clients and requires a professional, positive and friendly, patient-focused attitude. This position ensures the highest level of customer service to individuals served, fellow employees and referral sources through the coordination and administration of the facility’s front office activities. The Clinical Support Specialist is responsible for administering the registration process and obtaining all required patient information according to Chickasaw Nation eligibility guidelines. This position provides administrative support to the professional staff.

Supervision Received: Works under the general supervision of the Clinic Support Coordinator or immediate supervisor as delegated by line of support..

Supervision Exercised: None.

Supervision Essential Job Functions:

1. Interviews and determines eligibility of individuals seeking services according to Chickasaw Nation registration and eligibility guidelines. Obtains, confirms, enters and/or updates all required demographic data and insurance information accurately within the applicable RPMS patient registration system.

2. Prepares and coordinates all registration and clinical paperwork, verifying all forms are complete and necessary consent signatures have been obtained.

3. As applicable, verifies Sooner Care eligibility for clients who do not have insurance.

4. Responsible for accurately scheduling new clients, referrals and follow-up appointments for clinic providers, which may also include division psychologist. Determines which PMAS scheduling system to use based on eligibility and/or clinic location. Maintains multiple PMAS calendars for providers with attention to detail.

5. Utilizes Onbase and Vista Imaging software to complete required scanning of documents and indexes appropriately.

6. Responds timely to and works collaboratively with other staff such as resource management, operational support, department of health, etc., to effectively resolve billing and registration issues and concerns.

7. Assists in the process of release of information requests to Health Information Management (CNMC EHR) and Operational Support (DFS EHR).

8. Ensures timely reporting of key clinic statistics to line of support. Compiles clinic information and data into a word processing or spreadsheet in adherence to program reporting standards.

9. Creates and manages patient charts. Prints demographic forms and labels needed prior to clinical appointments while maintaining confidentiality of clients’ information per HIPAA guidelines.

10. Answers and directs all clinic phone calls, following all reasonable safeguards for ensuring confidentiality, determines purpose of callers and takes messages as necessary for clinic providers and staff.

11. Provide crisis intervention and referral information for incoming calls or walk-in clients.

12. Handles all cancellations as necessary for the clinic.

13. Conducts calls to communicate appointment reminders to clients and makes follow-up calls for no show/no call appointments.

14. Administers quality assurance surveys to ensure client satisfaction with the program.

15. Assists clinic management and as needed division psychologist with general clerical duties to include, but not limited to: mailings, faxing, copying, organizing, maintaining and distributing files and project data reports.

16. Provides coverage for other clinic support positions during breaks, lunch or absences as assigned.

17. Maintains office supplies, forms and equipment in levels sufficient for optimal office functions.

18. Assists in maintaining a friendly, clean, safe and neat work environment.

19. Exhibits prompt arrival to duty station and is ready to work by designated start time.

20. Provides high level of quality customer service by engaging all clients and visitors, in person or on the phone, in a timely and professional manner demonstrating a positive attitude, strong communication skills and solution-focused approach.

21. Complies with Chickasaw Nation Code of Conduct, maintains the highest level of professional and ethical standards and acts in compliance with both the letter and spirit of all applicable laws and regulations.

22. Supports and promotes a service environment for individuals in need of physical health care, behavioral health and/or co-occurring services that are recovery focused, welcoming and attentive to the needs of individuals who may have experienced trauma in their lives.

23. All other duties as assigned.

Minimum Qualifications

Knowledge, Skills, and Abilities:

Required - Must be willing to work a flex schedule and in the event the needs of the clinic change, adjust work schedule as needed.

Required - Must possess the necessary skills to work effectively with individuals who are experiencing a mental health crisis, including but not limited to, risk of suicide or harm and guide them to appropriate care.

Required - Ability to multi-task and cope with constant changes in a stressful environment.

Required - Ability to work with agitated, mentally ill and/or substance abusing public.

Required - Must be a team player and provide a high level of customer service.

Required - Must be able to type a minimum of 35 words per minute, possess advanced computer skills with a high level of proficiency with general office PC applications (i.e., Microsoft Office) and comfort with learning new applications as required.

Required - Must have excellent organizational and prioritization skills to effectively manage priorities and complex schedules of multiple clinical staff.

Preferred - Must be sensitive to the Native American culture.

Required - Must be able to work with confidential material and exhibit the ability to practice appropriate boundaries including social media contacts with present or former clients.

Preferred - Ability to communicate effectively orally and in writing with proper use of grammar, spelling and punctuation.

Required - Must possess excellent problem-solving skills with accuracy and attention to detail.

Required - Ability to establish and maintain effective working relationships with Tribal officials, employees and the public.

Required - General knowledge of the impact of identified common social problems such as addictions, mental health, domestic violence, sexual assault, etc., is required.

Required - Requires knowledge of general office automation and basic medical/mental health terminology along with the ability to interview for the purpose obtaining recent and accurate client demographic data and insurance information for billing purposes.

Required - Ability to manage multi-line telephone system and communication technologies.

Education:

Associates Preferred - High school diploma or its equivalent is required.

Associates Preferred - Must be at least 21 years of age.

Associates Preferred - Must have a minimum of 1 years’ experience working in a medical or mental health office or any combination thereof.

Associates Preferred - Must have a minimum of 6 months experience working in an electronic health record system, scheduling software and patient registration processes.

Associates Preferred - Associate degree in medical office administration preferred.

Education Note:

Training And Experience:

Required Training(0 - 6 months) - Must have a minimum of 6 months experience working in an electronic health record system, scheduling software and patient registration processes.

Licenses, Certifications, Other:

Required - Must be able to pass a thorough background check.

Required - Valid Oklahoma driver’s license with good driving record.

Physical Requirements:

Required - While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 30 pounds. The employee must have vision enough to read written or typed data. The employee must have hearing and speech enough to communicate effectively with staff, clients and public in person and by phone.

Work Environment:

The work environment consists of constant changes in a stressful environment and may include a certain amount of exposure to unmanaged emotions from individuals served, family members and visitors.