Site Support Specialist

CODA INC•Portland, OR

1d•$24 - $24•Onsite

About The Position

The Site Support Specialist provides courteous and effective services to patients, co-workers, and guests in support of clinical operations at the Gresham Recovery Center’s men’s residential programs. The role admits new patients, maintains accurate demographic, billing, and insurance information in health record systems, and supports administrative and cross-departmental processes that facilitate access to treatment, retention, and integration of services. The position works Monday through Friday, 8:00 AM to 4:30 PM, with no travel required. The specialist coordinates patient intake and insurance verification, assists patients with Oregon Health Plan renewals or reactivation, and manages Food Stamp card processes. The role also provides customer service and referrals to appropriate CODA resources, manages the admit building and paper health records, and supports a safe, orderly, and welcoming treatment environment. The position has no supervisory responsibilities, though it may include training less experienced team members.

Requirements

Preferred minimum of a high school diploma or GED.
Preferred two years of relevant customer service experience in a similar nonprofit and/or health care environment.
Practice good customer service techniques, including service-oriented language, a positive tone and body language, prompt and accurate responses, and a no-fault approach to issue resolution.
Knowledge of and appropriate application of procedures, requirements, regulations, and policies related to health care operations.
Ability to establish and maintain professional communication and boundaries when interacting with individuals diagnosed with substance use or co-occurring conditions, stay within the scope of the role, and seek supervisor assistance when appropriate.
Effective oral and written communication with patients, co-workers, community resources, supervisors, and others, while maintaining patient 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 use verbal de-escalation techniques with upset individuals in person or by phone.
Positive and helpful manner when explaining procedures and enforcing policy; empathy and patience when assisting people with tasks or concepts.
Accuracy and attention to detail when working with procedures and data.
Awareness of surroundings and ability to recognize safety concerns, disruptions to the treatment environment, confidentiality breaches, or other conflicts with CODA policy.
May be required to attain Basic Life Support certification, or be able to acquire it within 90 days of hire.
Complete crisis prevention training within 90 days of hire.
Negative result on all pre-employment, reasonable-basis, and post-accident drug screens.
Acceptable criminal record as determined by DHS, the Oregon Administrative Rules, and the Oregon Revised Statutes.
Ability to follow infection control practices and work safely in a patient-focused environment.
If certified in BLS, ability to perform Basic Life Support continuously for 15 minutes.
Ability to occasionally lift up to 25 pounds.
Ability to operate a personal computer for prolonged periods, including reading a monitor, keyboarding, and using a mouse.
Sufficient speaking and hearing ability to communicate effectively by phone or in person at normal volumes.
Ability to sit, stand, walk, reach, bend, handle objects, move between a desk and patient counter, and open and close heavy file drawers.

Nice To Haves

Additional education or training in practice management, medical office support, and/or administrative support processes.
Two years of relevant customer service experience in a similar nonprofit and/or health care environment.

Responsibilities

Admit new patients to Residential Programs using the electronic health record system, obtain Releases of Information, assist with intake paperwork, search patient belongings for safety and appropriateness, coordinate insurance plan information, and provide a warm handoff to clinical staff.
Assist with scheduling new patient intakes in coordination with the admissions team and Site Support Manager.
Assist patients with reactivating or renewing Oregon Health Plan insurance after becoming an OHP Assister.
Use online insurance verification systems and internal and external resources to confirm coverage and authorization requirements.
Obtain, manage, and process Food Stamp cards twice a month; explain the process and assist patients with applications.
Maintain a working relationship with OHA DHS Self Sufficiency representatives to obtain cards promptly and resolve process issues.
Provide prompt, courteous, accurate customer service in person and by telephone, and connect prospective clients with appropriate CODA resources and services.
Open, manage, and close the admit building; keep areas secure, orderly, tidy, and welcoming, with designated materials and signage.
Seek assistance as needed to resolve facility- or patient-related issues.
Create, file, and close paper health records and handle them in compliance with CODA policy and HIPAA regulations.
Maintain consistent attendance and punctuality and attend scheduled team meetings and trainings.
Communicate accurately and positively about recovery and evidence-based treatments; use data and science to identify barriers and inform decisions; act with financial responsibility; and demonstrate compassion and respect.
Provide short-term coverage for other positions as needed.
Participate in agency or team-based initiatives and projects as needed.
May provide training to less experienced team members.