Program Assistant - Assertive Community Treatment (ACT)

Guild Services•West Saint Paul, MN

10d•$21 - $26

About The Position

The Program Assistant organizes, coordinates, and monitors nonclinical operations of the Assertive Community Treatment (ACT) program under the direction of the team leader. The role provides receptionist support, triages calls, coordinates communication between the team and clients, helps deescalate situations when clients experience increased symptoms, and assists clients, families, and agencies in getting answers to questions. The position supports communication and administrative processes across the ACT team, including preparing and maintaining documents, records, databases, and reports; coordinating appointments and transportation; tracking treatment-plan and assessment paperwork; and supporting billing activities. The Program Assistant works collaboratively with the ACT Team Leader, Program Manager, clinical staff, clients, families, community resources, and the billing department. Work is primarily in the program office, with interaction with clients and the public. Some activities may take place in the community, and travel to other program sites may be required. The role involves extended desk and computer work, manual dexterity, mobility including stair navigation, and the ability to lift and carry up to 25 pounds. Potential exposures include bodily fluids, communicable diseases, tobacco smoke, and household pets.

Requirements

High-school graduate.
Two years of full-time professional administrative experience.
Knowledge of mental illness and the needs of people with mental illness.
Knowledge of social-service and community programs that assist people with serious and persistent mental illness.
Ability to support clients with obtaining medical and dental care, legal or advocacy resources, financial and money-management support, and transportation.
Basic math and accounting skills, including decimals and rental transactions.
Comfort using clerical and office equipment such as copiers, business phones, and calculators.
Ability to establish and maintain filing systems.
Ability to promote an inclusive, diverse, culturally competent, and respectful environment.
Ability to maintain receptive, open, and approachable communication with clients and staff and provide a friendly environment for visitors.
Strong written and verbal communication skills, including composing, proofreading, and editing.
Ability to recognize and implement systems that improve administrative efficiency and ease the work of clinical staff.
Ability to work proactively and positively as a team member to deliver quality services.
Ability to maintain confidentiality of organizational, personnel, and client information.
Ability to use sound judgment and maintain healthy professional boundaries.
Analytical and problem-solving skills.
Ability to meet deadlines and set priorities.
Proficiency with web-based software and databases, including Microsoft Office Suite.
Must not be actively receiving services from Guild and must not have received services within the last two years.
Valid Class D driver's license, reliable vehicle, satisfactory driving record, and required insurance.
Ability to pass a Minnesota Department of Human Services background check.
Must be ambulatory and able to negotiate stairways.
Ability to lift and carry up to 25 pounds.

Nice To Haves

Post-high-school technical training.
Experience working with adults with mental illness, paid or volunteer.

Responsibilities

Triage and coordinate communication between the ACT team and clients.
Help clients, families, community resources, and agencies obtain answers to questions.
Work with callers to relieve urgent situations or manage them temporarily until other staff are available.
Determine when and how quickly calls should be referred to other staff.
Attend team, planning, and other required meetings and training; share information with team members, including those who are absent.
Alert staff to client concerns and other matters needing attention, and communicate relevant observations to ACT team staff.
Share coverage of the reception area and phones with other Program Assistants or Coordinators to provide a welcoming environment.
Provide communication, editing, transcription, and word-processing support.
Create and revise documents, procedures, and forms as requested, and proofread documents for accuracy.
Compile statistical data and perform data-processing tasks to produce information and reports.
Maintain client-information databases, mailing lists, and other client lists.
Monitor or coordinate projects for the ACT Team Leader or Program Manager and collaborate with staff as appropriate.
Provide word processing, data entry, spreadsheet maintenance, and other computer support to keep program materials and resources accurate and available.
Coordinate client appointments with the team Psychiatrist, send appointment notifications, arrange transportation as needed, and make reminder calls as requested.
Assist with tracking court reports, assessments, ITPs, Functional Assessments, Clinical Supervision notes, and Discharge Readiness Assessments.
Maintain and distribute file-review checklists as ITPs are due and collect completed ITP file-review paperwork.
Enter assessment information into Credible to maintain reports identifying ITPs that need updating.
Send communications to collateral resources and report outstanding file-review documentation to the Team Leader.
Provide information for the Peer Quality Review process as requested.
Maintain and distribute intake and exit checklists and packets as needed.
Complete the Billing Checklist before billing for services.
Work with team members and the Team Leader to resolve identified issues so client services can be billed.
Forward completed Billing Checklists to the billing department to initiate billing.
Collaborate with the billing department, team members, and the Team Leader to resolve billing issues related to insurance, missing documentation, or required approvals.
Support clients through assistance, mentoring, advocacy, and coordination to help them access daily-living necessities and resources.