Lead Site Support Specialist

CODA INC•Beaverton, OR

10d•$60,000 - $62,000•Onsite

About The Position

The Lead Site Support Specialist welcomes and assists patients and guests, helping shape their impressions of CODA and its services. The role supports patient satisfaction and loyalty while ensuring adherence to the organization’s mission and vision. It trains and provides coverage for Site Support Specialists across the organization and has limited supervisory responsibilities, including direct reports, coaching, and training. The position provides administrative support for patient access and treatment operations, including front-office opening and closing, appointment scheduling, financial and insurance paperwork, patient communications, records and fax management, payment processing, electronic medical record review, and daily balancing. The Lead Specialist supports staff and site operations, communicates with management and community partners, and helps maintain a welcoming, respectful, clean, and confidential treatment environment. Travel between worksites is required.

Requirements

High school diploma or GED.
At least one year of relevant experience in medical office support and/or administrative support processes.
Valid Oregon or Washington driver’s license.
Ability to work with minimal supervision and demonstrate initiative and resourcefulness.
Ability to take responsibility for work quality and timeliness and achieve results with little oversight.
Ability to convey a positive attitude and treat others respectfully.
Ability to operate a multi-line telephone system.
Expert knowledge of customer service and the ability to appropriately apply procedures, requirements, regulations, and policies related to health care operations.
Ability to maintain professional communication and boundaries in complex situations and when interacting with individuals diagnosed with substance use or co-occurring conditions.
Effective oral and written communication skills for interacting with patients, coworkers, community resources, supervisors, and others while maintaining confidentiality and professional rapport.
Ability to operate a computer, use basic MS Office programs, and navigate and maintain patient records in an electronic medical records system.
Ability to safely operate a motor vehicle.
May be required to obtain Basic Life Support (BLS) certification or be able to acquire it within 90 days of hire.
Complete Crisis Prevention training within 90 days of hire.
Negative results on all pre-employment, reasonable-suspicion, and post-accident drug screens.
Acceptable criminal record as determined by DHS, Oregon Administrative Rules, and Oregon Revised Statutes.
Acceptable driving record and the recommended amount of personal automobile insurance as determined by CODA’s automobile insurance provider.
Occasionally lift up to 25 pounds.
If BLS-certified, be able to perform Basic Life Support continuously for 15 minutes and maintain BLS certification.
Operate a personal computer for prolonged periods, including reading from a monitor, keyboarding, and using a mouse.
Negotiate stairs; reach, bend, and handle objects; move between a desk and patient counter; and open and close heavy file drawers.

Nice To Haves

Two years of customer service experience.

Responsibilities

Conduct ongoing training and development for Site Support Specialists and train new hires.
Observe patient flow and submit ideas and solutions to management; do not implement changes without manager approval.
Serve as a resource for Site Support Specialists on protocols and workflow issues.
Provide coverage during staff absences as needed.
Model desired administrative practices and contribute to agency success through work teams and interdepartmental communication.
Provide routine, accurate reports to the Site Support Manager on program staff, operations, resources, and partnerships.
Conduct weekly one-on-one staff check-ins to gather feedback, address concerns, and build relationships.
Assist and inform the Manager regarding employee performance evaluations.
Provide professional, patient-oriented administrative services and open and close the front office daily.
Schedule appointments and complete administrative and financial paperwork to facilitate patient access to treatment.
Monitor referral paperwork and communicate with referents and other partners to maintain community relationships.
Answer telephone calls promptly and courteously, respond accurately to patient questions, and make appointment confirmation calls.
Verify insurance and financial eligibility; receive, post, balance, and deposit patient payments.
Maintain patient charts, including assembly, document filing, and closing.
Manage program faxes, including sending and receiving or distributing patient and program documents.
Verify electronic medical record entry accuracy by processing and reviewing required reports.
Protect the confidentiality of patient Protected Health Information.
Complete a daily balancing report.
Maintain clean and orderly lobbies and workspaces.
Travel between multiple worksites and locations.
Use effective interpersonal communication to promote cooperation and teamwork.
Review and approve timecards to ensure employee time is recorded accurately and completely.
Maintain consistent attendance and punctuality.
Perform other tasks assigned by the Manager.
Carry out work in alignment with CODA’s mission and values, including communicating positively and accurately about recovery and evidence-based treatments, using data and science to inform decisions, acting responsibly with finances and documentation, and treating others with compassion and respect.