Case Management Service Coordinator

South Lane Mental Health Services Inc•Cottage Grove, OR

1d•Onsite

About The Position

The Case Management Services Coordinator serves as the first point of contact for clients, staff, and community members, providing a welcoming, respectful, and trauma-informed presence at our agency. This role is essential to creating a safe and supportive environment for individuals seeking mental health and case management services. The Case Management Services Coordinator manages front desk operations, supports client access to care, coordinates resource navigation and scheduling for the Case Management team, provides day-to-day support for the administrative functions of the Case Management Team and Outpatient staff based in the Downtown Office, and ensures smooth administrative processes in alignment with the agency’s mission and values.

Requirements

High school diploma or equivalent required; additional administrative or healthcare training preferred.
Minimum 1 year of experience in a receptionist, administrative, or customer service role, preferably in a healthcare or nonprofit setting.
Experience working with diverse populations and a commitment to equity and inclusion.
Excellent customer service and communication skills, in person, by phone, and in written correspondence.
Strong attention to detail and organizational skills.
Ability to manage multiple tasks and priorities effectively.
Proficiency with computers and office software; experience with EMR systems preferred.
Ability to interact positively with individuals of all ages, backgrounds, and lived experiences.
Ability to work independently and collaboratively in a team setting.
Understanding of trauma-informed care principles and ability to apply them in daily interactions.
Ability to recognize personal limitations and seek assistance or guidance from supervisors or colleagues when needed. This ensures quality service and supports a trauma-informed, collaborative work environment.
The ability to complete the external OHP Assistor Training and maintain the certificate.

Nice To Haves

Preferred Peer Support or QMHA credential or experience navigating social services resources.

Responsibilities

Greet clients and visitors with warmth and professionalism, ensuring a trauma-informed and inclusive environment.
Answer and direct phone calls with sensitivity and confidentiality.
Check clients into the electronic medical records system and notify clinicians of arrival.
Provide clients with necessary paperwork and assist with completion as needed.
Enter intake information into the EMR system, including scanning and uploading documents.
Distribute petty cash as needed, with appropriate documentation.
Monitor and maintain cleanliness and comfort of reception area, shared spaces including lobbies and restrooms.
Validate client insurance information and update records in the electronic health system.
Upload and maintain accurate data for the automated reminder call system.
Process client co-pays and issue receipts in accordance with agency policies.
Collaborate with SLMH clinical and administrative teams to support client care and agency operations.
Receive and distribute mail, faxes, packages, and internal communications.
Ensure compliance with HIPAA and other confidentiality standards.
Assist walk-in community members and clients in accessing community resources and provide referrals as appropriate.
Provide basic crisis de-escalation to community members and clients, when appropriate.
Support South Lane Mental Health clients with assisting in OHP Applications, filling out housing or social services forms, and other administrative tasks associated with accessing resources.
Support Case Management staff by staying up to date with community, county, and state resources for clients working within the Case Management program.
Provide medication box distribution support, in urgent situations, to clients within the office.
Facilitate telehealth session set up support.
Manage the Case Management calendar to track external appointments for Case Management clients and coordinate with Case Management team members.
Complete special projects and tasks as assigned by the Case Management Program Manager.
Participate in team meetings and training to advance skills.
Other duties as assigned.
Meet expectations for productivity, dependability, and quality of work.
Engage in agency related continuing education and professional development activities.
Positively represent the agency in the community and with partner organizations.
Perform all duties in a respectful, ethical, and trauma-informed manner.