Bilingual Intake and Programs Administrator

LA FAMILIA•Hayward, CA

2d•$28 - $35•Hybrid

About The Position

The Intake & Programs Administrator role acts as the central point of communication for the Adult Outpatient Behavioral Health and Community Mental Health Support programs by following office workflow procedures to ensure maximum efficiency; operates the central phone console, greets all callers and/or incoming visitors/clients, and performs routine administrative, safety, and personnel duties as assigned. The Intake & Programs Administrator will support clients who are seeking mental health services through phone calls or walk-ins. The Intake & Programs Administrator will collect information about the client and requests for referrals, including screening for eligibility for different programs. They will also assess if the client is in crisis and needs immediate attention from the Officer of the Day. This role will uphold and champion the agency’s mission, vision, and values and contribute to a collaborative and inclusive work culture. Schedule: Monday through Friday, 8:30am- 4:30pm (hours may vary depending on coverage needs), and can vary depending on departmental needs, with an agreed option for remote/hybrid opportunity. The Program Director will discuss this option.

Requirements

High School Diploma or GED and minimum 4 years’ experience working in a behavioral health environment as a receptionist or intake personnel OR Bachelor’s degree in a related field (Business Administration, Project Management, Social Services or Sciences) and minimum 2 years’ experience working in a behavioral health environment as a receptionist or intake personnel.
Excellent verbal and written communication skills in both English and Spanish, is required for this position.
Strong organizational skills with the ability to multitask and prioritize work effectively.
Attention to detail and problem-solving skills.
Knowledge of general office machines, telephone systems, fax machines, PDF operations, and other information systems.
Exercises extreme discretion and good judgment with the ability to hold, balance, and transmit public and confidential information needed by various parties.
Proficient using MS Office products, particularly Word, Excel, Outlook, and PowerPoint.
Acquires or maintains proficiency in using Google Drive products, including Docs, Sheets, and Forms.
Valid CA Driver’s license
Auto insurance: If your vehicle is used for business-related purposes, it is recommended that you inform your auto insurance carrier accordingly.

Nice To Haves

Experience in non-profit and community-based organizations is highly desirable.
Demonstrates and models excellent “customer service” orientation, especially in the ability to interact with people at all levels within and outside the agency.
Thinks independently and can make informed decisions when needed.
Knowledge of community resources for client referrals.

Responsibilities

Greet and assist staff, visitors, and clients in a warm and professional manner, both in person and on the phone, by answering questions or referring inquiries.
Guides and directs visitors to their scheduled appointments.
Maintains an up-to-date list of contact information and birthdays for all staff and updates agency rosters as needed.
Perform special office-related tasks as requested by the Director, department leadership, or department staff.
Keep front office space, reception, kitchen, and therapy rooms neat and clutter-free and safe at all times.
Call clients daily to confirm psychiatry appointments.
Answering phones, checking voicemail, responding to client questions, and filling out requests for services.
Provide reminder calls for psychiatric patients and assist in scheduling psychiatric appointments
Check voicemail and email daily, and distribute messages immediately.
Coordinate and triage Crisis Support Services phone calls, voicemail.
In the event of an emergency, assist clinicians in contacting clients to cancel their appointments.
Conduct screenings or request services to make timely contact with referral participants, screening them for program eligibility and providing resources as needed.
Update the Sales Force system about the referral call-back results.
Run monthly invoicing reports through county system portal and distribute accordingly to Director, Chief CLinical Officer and Finance Director
Support with OUCs (administrative updates, openings, and closings) in a timely manner
Manage and track: staff credentialing and necessary access/ orientation during onboarding, staff CG logs, NOABD letters, Medical Eligibility checks, CQRT and documentation reminders.
Update and maintain the Adult OP administrative manual.
Maintain inventory of office supplies and place orders as needed in coordination with staff and leadership.
Maintain La Familia supplies of swag for tabling events and clients, PPE inventory, safety supplies, cleaning supplies, and tracking.
Accept deliveries, sort, mark “received,” and distribute mail, packages, and faxes immediately.
Distribute checks.
Coordinating maintenance for machines and building.
Ensure safety protocols are in place and the evacuation map and fire extinguishers are current.
Serve on the site safety committee as a St Rose representative.
Maintain the photocopy machine and keep it supplied with adequate paper/ink
Maintain the front desk area organized, making copies when necessary to refill blank forms for provider use
Maintain and coordinate shared calendars for breakrooms, lactation rooms, conference rooms, therapy rooms, psychiatry scheduling, and use of other communal spaces.
Coordinate room block scheduling for the providers to ensure that we are maximizing the space resources within the building
Schedule and confirm appointments, meetings, and events for executives, clinicians, and key program leaders as requested.
Send calendar invites, reminders, and ensure proper meeting logistics (Zoom links, room setup, materials, etc.)
Resolve scheduling conflicts and ensure time management for leadership and team events.
Provide ongoing support to the Director and Assistant Director of Adult Behavioral Health and the Programs/Intake Administrator as needed.
Conducts in-person and/or phone screenings for all Requests for Service (RFS), including Alameda County Behavioral Health County Moderate-Severe screener, and responds to requests within 24 hours, prioritizing any high-risk clients, direct referrals from CCBHC programs, and internal referrals.
Assesses for safety, including screening for high-risk and self-harming behaviors, making appropriate referrals to the Officer of the Day, appropriate Program supervisors, Assistant Director of Adult Outpatient Behavioral Health Services, or Director of Adult Behavioral Health Services, and completing related documentation.
All data related to RFS is entered into Salesforce and on the intake Google Sheet for the appropriate Adult Outpatient Behavioral Health Program.
Supports Intake Administrator in responding to and triaging email notifications about phone calls made to Crisis Services of Alameda, either by calling the client for an RFS or ensuring the information is given to the client’s provider(s) in a timely manner.
Supports Intake Administrator in sending out Notice of Adverse Beneficiary Determination (NOABD) Letters to referrals who will remain on our “call back list” and use the Timely Access Data Tool for NOABD clients.
Occasionally, collaborate with and support the HR and Finance Departments.
Set up office or cubicle workspaces for staff as requested.
Being able to have sound judgment around crisis escalation needs to know when to get a clinical staff person and/or director, especially when it comes to clients in crisis who need help.
Attend training and participate in events relevant to key responsibilities.
Leads and collaborates on special projects related to agency objectives as appropriate.
Build and maintain knowledge of community resources and service programs, both internal and external to La Familia.
Track and regularly report on key metrics for responsible function areas.
Utilize cultural humility and cultural responsiveness to connect with individuals from diverse philosophies, backgrounds, cultures, and life experiences, while practicing appropriate boundaries.
Develop relationships with their teams and across the organization to foster cultural humility and responsiveness, as well as teamwork and collaboration, ensuring positive outcomes for the organization both internally and externally.
Utilize communication skills to listen and respond effectively with empathy while practicing a proactive, collaborative approach to make innovative change while remaining sensitive to the organization's culture and place in the community.
Assumes responsibility for doing assigned work and for meeting deadlines.
Completes assigned work on or before deadlines in accordance with directives, policies, standards, and prescribed procedures.
Demonstrates an awareness of and sensitivity to clients, including cultural and ethical beliefs, and implements care in a thorough, skillful, consistent, and continuous manner.
Attends work regularly and adheres to policies and procedures regarding absences and tardiness.
Provides adequate notice to supervisors and management regarding vacation time and time-off requests.
Demonstrates knowledge of legal issues, including client confidentiality and risk management in all aspects of client care and department functioning.
Viewed by others as an effective team member who is flexible, cooperative, and willing to assist others, and acts as a resource to team members and clients where appropriate.
Handles difficult or conflict situations constructively and seeks appropriate assistance.
Takes accountability for own actions and accepts constructive criticism.
Attends all mandatory meetings and staff meetings as required, and actively participates in other departmental professional development, including providing training and consultation.
Observes and keeps self-informed about activities in the department and makes recommendations for change.
Develops and maintains cooperative and courteous relationships with fellow employees, supervisors, managers in other departments, senior management, executive staff, and community stakeholders.
Tactfully and effectively handles requests, suggestions, and complaints from other departments and persons to maintain goodwill within the agency.

Benefits

Medical, dental, and vision benefits with 95% employee and 80% dependent employer premium contributions, and employer-paid life insurance.
Vacation
15 paid holidays
12 paid sick days upon accrual
Employee Assistance Plan to support you and your family’s well-being and finances
Pet Plan Benefit: PetPlus Product and Prescription Discounts, Pet Assure Veterinary Discounts, AskVet 24/7 Pet Telehealth, and ThePetTag Lost Pet Recovery Service
403(b) retirement plan
Work-life wellbeing & excellent work hours
Flexible scheduling options, including hybrid work arrangements
License and Certification renewals reimbursed.
Supportive/Collaborative work environment
Opportunities for Growth and Professional Development
Structured mentorship and ongoing training.