Admin Supp Spec II - Bilingual

BestCare Treatment Services Inc•Bend, OR

48m•Onsite

About The Position

The Administrative Support Specialist II provides welcoming, professional, and direct front-office support as needed in assigned location(s), as well as assisting office staff with guidance on administrative functions, business requests, and resources. This role may serve as a mentor to other front-office staff, help to resolve lower-level issues, and refer matters to higher level staff as appropriate. Key functions include serving as the first point of contact for clients, family members, and others with a welcoming and professional demeanor, attending to client requests with exceptional customer service, and efficiently managing a multi-line phone system. The specialist is responsible for comprehensive referral management, including processing incoming referrals, data entry into EMR, initial client contact for scheduling, and coordinating with psychiatric care or outside specialists. Other duties involve creating and maintaining client files, verifying data accuracy, running reports for billing, organizing and scheduling client appointments to ensure full booking, and managing data entry of clinician case reports for admittance and discharge. The role also encompasses various administrative tasks such as collecting payments, verifying insurance and demographic information, obtaining consent forms, maintaining attendance reports, scanning records into EHR, preparing reports and correspondence, overseeing filing systems, and prescreening mail and faxes. Additionally, the specialist manages procurement of program supplies/equipment, maintains inventory, oversees fiscal coordination with Finance (petty cash, deposits, client payments), trains new front office staff, schedules and participates in team meetings, supports office operating needs, and serves as a point of contact for contracted vendors. The position involves managing program team schedules across EMR, Outlook, and Teams, organizing community and internal meeting schedules, and providing complex, confidential, and specialized clerical and administrative support. Further responsibilities may include entering data into external platforms (MOTs, EAP, Health App, Problem Gambling), following accounting and recordkeeping policies, accurately maintaining databases and EHR, conducting regular safety inspections, managing professional email communications, ensuring a clean reception area, and undertaking special projects.

Requirements

Assoc. degree or college-level business courses + 2 years’ solid business/office experience or HSD (or equivalent) + 4 years’ solid business/office experience
Must maintain a valid Oregon Driver License or ability to obtain one upon hire and be insurable under the organization’s auto liability coverage policy (minimum 21 years of age and with no Type A violations in the past 3 years, or three (3) or more Type B violations) and must have a reliable vehicle with adequate insurance to travel as needed
Bilingual in English/Spanish a must as this position will work closely with our bilingual community
Strong proficiency in MS Office 365 (Word, Excel, Outlook), EMR system, MOTS, virtual meeting platforms, internet, and ability to learn new or updated software
Proficiency with report-writing techniques and strong understanding of basic accounting practices and recordkeeping
Ability to understand and follow BestCare’s accounting and recordkeeping practices
Excellent interpersonal and customer service skills and ability to apply these skills to engage with clients, family members, or community resources
Ability to show compassion towards individuals with mental health and substance abuse disorders within a culturally diverse community
Excellent communication skills (oral and written) with an emphasis on grammar and punctuation
Excellent organizational skills and attention to detail, accuracy, and follow-through
Strong time management skills with a proven ability to meet deadlines
Critical thinking skills
Ability to maintain strict confidence as required by HIPAA, 42 CFR, and Federal and State regulations
Ability to work effectively and respectfully in a diverse, multi-cultural environment
Ability to manage a multi-line phone professionally and efficiently, and take accurate phone messages to route timely to the appropriate person
Ability to work independently as well as participating as a positive, collaborative team member
Ability to build and maintain trust and positive relationships with co-workers and other staff or community partners
Ability to function well and use good judgment in a high-paced and at times stressful environment
Ability to manage conflict resolution and anger/fear/hostility/violence of others appropriately and effectively

Nice To Haves

Experience in a healthcare setting is preferred
Experience with multi-line phone system is preferred

Responsibilities

Serves as the first point of contact for clients, family members, and others, providing a welcoming and professional demeanor
Attends to appropriate requests of clients using exceptional customer service and client care
Answers multi-line phone system efficiently and professionally, transfers calls, and takes/delivers messages as needed
Is responsible for referral management, including processing of incoming referrals from internal and external parties to gather appropriate information, complete data entry into EMR, make initial contact with the client for scheduling in a timely manner, and closing the loop with the referring party
Manages the referral tracking system and coordinates referrals with psychiatric care and/or other outside specialists
Creates client files as needed, verifies accuracy and completeness of all client data, runs reports for clinical staff to complete files for billing for both the file and EMR database
Organizes and schedules client appoints for all of the team to ensure the schedule is fully booked without double-bookings occurring
Is responsible for management of data entry of clinician case reports into EMR for admittance and discharge
Provides other administrative support including collecting payments, verifying insurance pay sources, verifying demographic information, obtaining client consent forms and releases of information, maintaining client attendance reports, scanning client records into EHR system, preparing and proofing reports, notices, correspondence, overseeing and maintaining office filing system and prescreening mail and faxes
Manages procurement of program supplies/equipment on behalf of the programs, coordinating with approved BestCare vendors, Admin fiscal/operations staff
Maintains supply inventory and orders supplies/tracks expenses
Oversees fiscal coordination with Finance (mgmt. of petty cash, weekly deposits, and managing client payments)
Trains new staff on Front Office processes/procedures, maintaining documentation on all process changes and improvements
Schedules and participates in team meetings for administrative purposes, to take notes and coordinate projects with the larger team
Supports the office operating needs and changes with office space and serves as the point of contact for needs/questions of approved contracted vendors such as the landlord, cleaning company, and landscape company
Manages the program team’s schedule, including organization of schedule template in EMR, Outlook and Teams platforms
Organizes, manages, and communicates the schedule for community meetings and internal meetings in the conference room
Provides complex, confidential, and specialized clerical and administrative activities in support of the program
May be engaged with entering additional data for MOTs, EAP, Health App organizations, and Problem Gambling data into additional outside platforms
Follows accounting and recordkeeping policies and practices in assigned program
Creates, maintains, and enters information accurately into databases and EHR system
Conducts regular safety inspections and ensures all documentation logs are completed for safety equipment, PPE in stock, utilized/completes safety documentation related to safety aspects
Answers and creates professional emails daily, documents outreach to clients, and documents incoming referrals
Ensures that the reception area and office are kept clean, sanitized, and presentable
Models BestCare’s mission, vision, and values, promoting integrity, compassion, and collaboration
Supports the organization’s commitment to equity and inclusion, fostering an environment of open-mindedness, cultural awareness and respect for all individuals
Aligns department goals with organizational strategic initiatives
Complies with Code of Conduct, Business Ethics, Employee Handbook, and all relevant policies and OARs
Maintains professionalism, confidentiality, and compliance with HIPAA, 42 CFR, and Oregon statutes
Completes assigned training timely and satisfactorily, and attends other seminars, training, and educational opportunities to develop professional skills and abilities
Ensures that any required certifications and/or licenses are kept current and renewed timely
Works independently and collaboratively as a positive member of the BestCare team
Performs other organizational duties as assigned
Conducts special projects as directed
Other related duties as assigned