Office Assistant Tier 3

Position Summary

To provide pro-active operational support providing assistance to clients and others on the telephone and face to face. Foster a culture of client and family centered care, service, quality and safety excellence, while improving client experience, employee experience and community relations. Facilitate access to care as the primary entry point for clients, family members, and potential clients to access and receive Centennial services.

Serve as the “face” of Centennial representing a welcoming and efficient entry point to services.

Essential functions for every level

• Arrives at work or at assigned locations punctually and attends work with minimal absences.
• Advises Managers remotely, and in person as necessary.
• Accurately records time worked for purposes of compensation.
• Works effectively both independently and as a member of a team.
• Able to communicate effectively and professionally both verbally and in writing with a wide variety of individuals including both internal and external customers.

• Greet all clients face to face or on the phone in a pleasant and professional manner.
• Complete client check-in per protocol for a single service line: medical, substance use disorder, or mental health.
• Records client arrival time, monitors waiting area and assist clients with basic needs and questions.
• Check clients out from visit timely for appropriate tracking of appointments.
• Confirmation of client appointments daily.
• Directs clients to Billing Department for further assistance regarding their financial account.
• Schedules client appointments following scheduling protocols.
• Supports team based model of care including education to clients on: care team structure, rights and responsibilities, missed appointment/late arrival policies etc.
• Specimen collection for Substance Use Monitoring Services in accordance with organizational policies and procedures including all training requirements related to monitoring youth specimen collection practices.

• Verify provider schedule daily, print daily pre-visit report.
• Responds to requests from all clinics and departments within Centennial as well as partnering organizations.
• Process self or family referrals that come directly to the facility via phone or walk-in.
• Responds timely to email and EHR tasks and messages.
• Verifies insurance coverage, client demographic information, and applicable client payments.
• Participates in monthly clinic meetings.

• Collect payments following cashier protocols, creating timely, regular, and accurate deposits to designated banks as required.
• Reconciles daily cash collections and cash drawers according to current financial protocols.
• Accurately utilizes approved fee schedule and ensures availability of current approved schedule for easy reference and use.
• Accurately processes cash, check, and credit card payments, ensuring collection of insurance co-payments, sliding fee, and private payments.

• Answer, assess and direct phone calls appropriately based on urgency and client need including emergent calls for individuals seeking emergency or mobile crisis services.
• Assist clients in completing application for sliding fee program.
• Cross trained for medical, substance use disorder, and mental health check in.

• Clears, sorts, distributes all incoming faxes accurately.
• Appropriate handling of incoming and outgoing mail.
• Orders and distributes clinic supplies.
• Document Management
  - Scan and file paperwork per protocol.
• Assist clinical team with monitoring of various compliance and productivity reports.

• Supporting and Providing training to all office assistants in respective region.
• Assisting Office Coordinator in developing onboarding and training calendars.
• Providing front desk coverage as needed throughout respective region.
• Ability to float as coverage to other clinics, and must be cross trained for medical, substance use disorder and mental health check in.
• Assists Office Coordinators in evaluating Office Assistant competency at the 90-day evaluation.
• Assists Office Coordinator in conducting regular internal auditing and monitoring activities for primary site location or other locations/programs as requested and directed by the Quality Assurance program.
• Assisting Office Coordinator with finding coverage and setting the Office Assistant schedule.
• Assists Office Coordinator with facility inspections (janitorial, fire extinguishers, etc.).
• Assists Office Coordinator with scheduling of shared office space and maintaining facility utilization to the current organizational standards.
• Assist Office Coordinator in…