Mental Health Services - Program & Consumer Support Specialist III

JSSA•Rockville, MD

1d•Hybrid

About The Position

The Program and Consumer Support Specialist III (PCS III) is directly responsible to the Program and Consumer Support Team Leader who assigns work, sets priorities and reviews work on an ongoing basis. The PCS III is responsible for providing day-to-day administrative and business services which support the operations of a particular program and/or service model; maintaining compliance with all federal, state and contract requirements associated with service delivery and payment adjudication (program support) and; ensuring effective and efficient engagement of individuals receiving services (consumer support). This is a hybrid position requiring at least three days a week in the office.

Requirements

Bachelor’s degree in a related field or 2 – 3 years of experience in a similar position
Minimum of 3-5 years of experience performing duties outlined above
Typing Skills – 55 words per minute
Demonstrated leadership abilities and strategic thinking
Commitment to working in a fast-paced team environment with an emphasis on collaboration and maintaining positive relationships with colleagues and clients
Ability to actively listen and concisely explain complex information to clients
Demonstrated organizational and multi-tasking skills
Outstanding written and oral communication skills
Working knowledge of common English usage, spelling and business formats
Proficient computer/database skills (Microsoft Office)
Minimum 3 years of experience using an electronic health record or similarly designed system
Excellent customer service skills and professional demeanor

Responsibilities

Provide Administrative and Business Services:
Receive/screen telephone calls and callers providing program information as requested, and/or route calls to the appropriate point of contact
Utilize an electronic health record system to accept and record payments; manage and schedule appointments; log information as requested; provide administrative and demographic screening for individuals seeking services; and communicate with service providers
Review and confirm complete and accurate entry of consumer information into the electronic health record
Interface with patient accounts to address and/or resolve issues with respect to accepting/logging payments for services
Interface with insurance companies to complete benefits checks and confirm benefits assignments in the electronic health record.
Provide operational support in accordance with demands of program and/or service model such as serving as administrative gatekeeper (or point of contact) for external partners/stakeholders
Performs other duties as required
Ensure Effective and Efficient Engagement of Individuals Receiving Services (Consumer Support)
Treat individuals courteously; maintain professional boundaries and confidentiality at all times, and actively demonstrate a ‘person-centered’ approach to service delivery
Maintain working knowledge/familiarity with all on-going and one-time department programs, services, and administrative policies related to individuals receiving services
Interact with visitors/individuals to direct them to the appropriate programs, services, staff members, etc.
Provide accurate and timely information with respect to an individual’s insurance status; provide guidance and information associated with fee assessment and fee setting related to service delivery
Maintain Compliance with all Federal, State, and Contract Requirements/Regulations (Program Support)
Participate in regular training related to Agency policies and procedures and routinely adhere to administrative practices which align with JSSA’s mission and comply with all necessary regulations (i.e. HIPAA)