Support Staff Specialist - Licking & Knox

**ESSENTIAL DUTIES AND RESPONSIBILITIES** ***Employees are expected to perform essential duties to established performance standards. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.*** **Client Services** - Serve as the first point of contact for clients, visitors, and community partners while providing exceptional customer service. - Create a welcoming, respectful, and trauma-informed environment for all 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 regarding agency services and assist individuals in accessing appropriate programs and resources. - Maintain professional, courteous, and compassionate interactions that support a positive client experience. **Administrative Operations** - Answer, screen, and route incoming telephone calls and respond to routine inquiries. - Schedule, coordinate, and maintain client appointments while supporting 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 ensuring an organized work environment. **Clinical Support** - Maintain accurate client information within the Electronic Health Record (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 effective service delivery and resolve workflow concerns. **Compliance & Quality** - Perform duties in compliance with BHP policies and procedures, CARF accreditation standards, OhioDH requirements, HIPAA, 42 CFR Part 2, and all applicable federal, state, payer, and local 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 overall client experience. **Team Collaboration** - 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 that support BHP's mission and strategic goals. - Support agency operations by adapting to changing priorities, providing coverage as needed, and performing additional duties consistent with the scope and responsibilities of the position. **REQUIRED KNOWLEDGE, SKILLS AND ABILITIES** **Knowledge of** - Customer service principles and office administration practices. - Medical office scheduling and registration procedures. - HIPAA, confidentiality, and privacy requirements. - Electronic Health Record (EHR) systems. - Microsoft Office 365 applications. **Ability to** - Communicate professionally and effectively with clients, coworkers, and community partners. - Provide compassionate, person-centered customer service. - Maintain confidentiality and exercise sound judgment. - Prioritize multiple responsibilities while maintaining accuracy and attention to detail. - Work independently and collaboratively in a fast-paced environment. - 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 - Electronic Health Record systems - Microsoft Outlook, Word, Excel, Teams, and other business applications **MINIMUM…