Support Staff Specialist - Licking & Knox

BHP•Newark, OH

About The Position

The Support Staff Specialist provides client-facing, administrative, and clinical operations support for BHP locations serving Licking and Knox. The role is a first point of contact for clients, visitors, and community partners, creating a welcoming, respectful, and trauma-informed environment while helping people access appropriate services. Duties include client registration and check-in/check-out, appointment coordination, handling routine inquiries, maintaining records, and supporting day-to-day office operations. The specialist maintains accurate information in the Electronic Health Record (EHR) and other agency systems, provides administrative support for clinical operations, and collaborates with clinical, billing, quality improvement, and administrative teams. The position requires compliance with agency procedures, CARF accreditation standards, OhioDH requirements, HIPAA, 42 CFR Part 2, and other applicable regulations. Work is primarily in an office environment, with occasional travel between BHP locations as operational needs require.

Requirements

High school diploma or GED.
Knowledge of customer service principles and office administration practices.
Knowledge of medical office scheduling and registration procedures.
Knowledge of HIPAA, confidentiality, and privacy requirements.
Knowledge of Electronic Health Record (EHR) systems.
Knowledge of Microsoft Office 365 applications.
Ability to communicate professionally and effectively with clients, coworkers, and community partners.
Ability to provide compassionate, person-centered customer service.
Ability to maintain confidentiality and exercise sound judgment.
Ability to prioritize multiple responsibilities while maintaining accuracy and attention to detail.
Ability to work independently and collaboratively in a fast-paced environment.
Ability to adapt to changing priorities and organizational needs.
Skills in customer service, organization and time management, computer applications and data entry, problem-solving, multi-line telephone systems, EHR systems, and Microsoft Outlook, Word, Excel, Teams, and other business applications.
Successful completion of pre-employment requirements, including drug screening, criminal background check, and verification of employment eligibility.
A valid driver's license, acceptable driving record, and insurability may be required based on assigned job duties.

Nice To Haves

One year of customer service, administrative support, medical office, or behavioral healthcare experience.
Experience using Electronic Health Record systems.

Responsibilities

Serve as the first point of contact for clients, visitors, and community partners and provide exceptional customer service.
Create a welcoming, respectful, and trauma-informed environment for individuals seeking services.
Complete client registration, check-in/check-out, demographic verification, insurance updates, and payment collection in accordance with agency procedures.
Provide accurate information about agency services and help individuals access appropriate programs and resources.
Answer, screen, and route incoming telephone calls and respond to routine inquiries.
Schedule, coordinate, and maintain client appointments to support efficient provider schedules and timely access to care.
Prepare, scan, upload, index, and maintain accurate electronic and paper documentation.
Process mail, correspondence, and other administrative communications.
Support daily office operations, including opening and closing procedures, maintaining office supplies, and keeping the work environment organized.
Maintain accurate client information in the EHR and other agency systems.
Provide administrative support that promotes efficient clinical operations and quality client care.
Collaborate with clinical, billing, quality improvement, and administrative staff to support service delivery and resolve workflow concerns.
Perform duties in compliance with BHP policies and procedures, CARF accreditation standards, OhioDH requirements, HIPAA, 42 CFR Part 2, and applicable regulations.
Maintain accurate, timely, and confidential documentation and records.
Participate in required training, audits, quality improvement activities, and compliance initiatives.
Identify opportunities to improve administrative processes, operational efficiency, and the client experience.
Foster positive working relationships with coworkers, clients, referral sources, and community partners.
Support operations at multiple BHP locations as organizational needs require.
Participate in staff meetings, required training, professional development activities, and organizational initiatives.
Adapt to changing priorities, provide coverage as needed, and perform additional duties consistent with the position.