Office Site Supervisor - New Mexico ALB

Performs administrative duties to support agency operations; using basic office equipment and technology such as telephones; email; and web browsers to perform duties. Expected areas of focus include but are not limited to: 1) provide excellent customer service by phone and in person to customers, 2) creates and maintain medical records; 3) consumer eligibility and insurance claims processing support, 4) administratively support direct service providers 5) cultural competency and diversity, 6) documentation, 7) productivity and efficiency, 8) staff development and skill enhancement activities, 9) other duties and special projects as assigned and developed.

Essential Functions:

Site Location Oversite: Coordinates day-to-day administrative support operations during hours of operation for assigned location(s) ensuring essential administrative support functions are completed as evidenced by:

• Demonstrating the ability to perform/cover all administrative support duties for assigned location(s) to ensure functioning of location during hours of operation.
• Overseeing administrative staff work functions and performance at assigned location(s).
• Modeling excellent customer service skills, patient interaction, and teamwork for assigned supervisees.
• Coordinating purchasing, vendor interactions, and other facility site-specific needs (PPE, janitorial coordination etc.) under supervision of Office Manager.
• Overseeing and coordinating prescriber and telemid services as needed.
• Providing administrative support to executive/supervisory staff.
• Performing HR personnel file maintenance duties at direction of Office Manager.
• Assisting with new hire orientation and onboarding processes as well as ongoing staff development coordination.
• Assisting with quality assurance tracking and reporting as assigned by Office Manager.

Staff Supervision/Oversight: Acts as direct supervisor for administrative office support staff as evidenced by:

• Providing oversight and supervision to assigned administrative office support staff under direction of Office Manager.
• Assisting Office Manager with hiring, onboarding, and training process of new staff members. 
• Coordinating administrative office support team members’ duties, schedules, and leave time to ensure sufficient coverage as directed by Office Manager.
• Modeling excellent customer service skills, patient interaction, and teamwork for assigned supervisees.

Customer Service and Provider Support: Provide excellent customer service and support to agency providers as evidenced by. 

• Greeting incoming callers and visitors with positivity and professionalism.
• Interacting with internal and external customers by treating them professionally and with dignity and respect; considering their needs and preferences.   
• Assisting consumers by asking necessary and appropriate questions to determine their need and connect them the appropriate information/individual.
• Answering basic questions about services offered by the agency. Working as an active member of the administrative office support team to support agency and patient needs.
• Answering including calls, conducting reminder calls, check in/out, scheduling appointments, and other duties as assigned related to maintenance of the patient EMR system.
• The ability to collect and document patient vitals, coordinate prescription refills, and complete prior authorization requests.

Medical Records Maintenance:  Completes enrollment and maintenance of patient medical records and profiles in agency information system(s) as evidenced by:

• Enrolling/opening new medical records and profiles in agency information system(s).
• Updating and maintaining files (including filing of documents, maintaining file organization, and updating of demographics and other patient information).
• Completing review of files to ensure required forms/documents are included.
• Accurately processing releases of information. 
• Patient Eligibility and Claims Processing Oversight: Provides oversight of all local eligibility and claims issues and acts as liaison with RVBH related to billing/claims as evidenced by:
• Maintaining thorough knowledge of applicable funding sources and eligibility considerations for various agency programs.
• Coordinates monthly eligibly check for enrolled clients.
• Completing service entry corrections as appropriate in information system(s).
• Assisting claims processing staff in reviewing and assessing claim denials as well as contract and eligibility issues.

Cultural Competence and Diversity: Provides culturally appropriate services to diverse populations as evidenced by:

• Providing services/interactions that are person-centered.
• Providing a non-judgmental, open, and welcoming approach to diverse populations.

Documentation: Completed documentation that meets identified expectations as evidenced by:

• Documenting all services provided within expected time frames.
• Documenting all services provided in a manner that meets service definitions, regulatory standards, and agency expectations.
• Documenting all services provided in a manner that is person-centered and meets quality improvement goals.

Efficiency and Productivity: Consistently meeting established productivity standards as evidenced by:

• Demonstrating excellent organizational skills.
• Demonstrating effective use of time management techniques.
• Demonstrating the use of effective engagement skills.
• Consistently meeting established productivity standards and deadlines.

Staff Development Activities:  Participates in staff development activities to increase skills and professional development as evidenced by:

• Participating in and completing all required trainings in an accurate and timely manner.

• Identifying and requesting training or skill enhancement opportunities.
• Engaging in cross-training activities with other team members (including provision of cross-training of employee’s own duties to others and receiving cross-training relating to other team members’ duties).

Other: Completes other administrative support duties and special projects as developed and assigned. 

Education and Experience:

Education: High school diploma/GED or at least 1 year office experience.

Experience: One year experience in mental health or medical setting preferred.  Bilingual (Spanish) preferred. Proficient in Microsoft Word, Outlook, and Excel.

Knowledge and Skills:

Demonstrated success in the following areas: Excellent communication skills in all areas of office operations. Knowledge of office equipment and front desk procedure. Ability to conduct interviews and meetings and to manage time and prioritize projects. Good writing and verbal skills.

Salary : $21 - $23