Reports to: Clinical Director

Status: Full Time, non-exempt

Company: Water’s Edge Counseling & Healing Center (WECHC) is an outpatient mental health center with specialties in the treatment of eating disorders, depression, anxiety and/or trauma. We offer an unique track for clients who want Christian Integration included in their care.  We currently provide both in-person and telehealth services for our clients.  See our website for more information on our approach to care (www.watersedgehc.com).

Position Summary: This position’s primary role is to support the primary functions of the Administrative team which includes screening, registering and scheduling new clients, answering phones, answering questions about services offered, assisting in managing provider’s schedules and other daily administrative tasks.  Strong organizational skills, ability to assimilate new information and excellent customer service will ensure the success of the position.  Note that a significant percentage of time is spent on answering phones and registering new clients.

Essential Duties/Responsibilities:

• Answer and triage inbound phone calls as well as website inquires
• Screen new client calls for appropriate fit based on services requested and payer requirements
• Maintain a calm demeanor when working with an activated client, caller or team member
• Register new clients in the electronic medical record according to Company policies and procedures
• Ensure that all registration paperwork is sent to client and completed prior to the initial appointment
• Coordinate and support daily schedule service delivery for clinical professionals
• Assist in coordinating and completing administrative needs of clinical staff members to assure quality client care and quality service to all clients
• Assure follow through on all administrative processes/ protocols as identified/ assigned
• Follow company procedures to address and resolve client disputes
• Record details of conversations with payers and clients in the client’s electronic medical record on a timely basis and with significant detail
• Crosstrain on all administrative tasks and work as a team with other Administrative staff to ensure all necessary tasks are being completed according to Company’s standards and practices including but not limited to scanning, faxing, copying, filing, organizing, insurance verification, etc.
• Communicate with various members of the clinical team and support teams to identify issues and solicit cooperation in resolving client complaints
• Learn and train others on navigating the electronic medical record and client portal.  Assist in setting-up and managing the electronic medical record in the most efficient manner
• Work with management to implement efficient administrative workflows and processes to support the clinical teams
• Coordinate and assist in creating training protocols and workflows that impact or involve administrative and/or clinical personnel

Other Duties:

• Perform other duties as assigned

Supervisory Responsibilities: 

• No supervisory responsibilities

Qualifications/Experience Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

BASIC COMPUTER SKILLS:

• Knowledge of and ability to create and edit documents in Microsoft Word and Excel spreadsheets
• Ability to “figure out” what you need to navigate Microsoft Office (Word, Excel, PowerPoint, Excel), electronic medical records and position-specific software
• Knowledge of how to send and receive emails, as well as attach documents to an email and open attachments.
• Ability to copy and paste information and use the Web for research
• Knowledge of basic computer terminology – reboot, hard drive, flash drive, USB port, etc.
• Ability to learn specific functions of electronic medical record and train others on these processes

Education and/or Experience:

• Two or more years of experience working in the mental health or healthcare industry
• Excellent customer services skills, attention to detail, and ability to prioritize
• Ability to remain calm and helpful when working with activated individuals
• Two years of computer experience working with Microsoft Office and Microsoft Outlook.
•  Demonstrated ability to deliver assignments within a deadline.
• Associates degree in related field preferred
•  Strong desire to learn and perform tasks associated with mental health administrative tasks

Physical Demands: The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical abilities required to perform the essential functions of this job are primarily those required of an office or administrative position. Work is primarily sedentary, however occasional handling of light objects (up to approximately 10 lbs.), and occasional walking or standing may be required. The position requires the ability to operate office equipment including: phone, printer, fax, computer and keyboard. The employee is occasionally required to walk, stand, carry, push, kneel, bend, climb, balance or squat while performing the essential functions of the job. The employee is required to have close visual acuity; the ability to distinguish color; and the ability to determine the accuracy, neatness and thoroughness of assigned work. If the essential function of the position requires a valid driver’s license, the employee is required to have the visual acuity to operate a motor vehicle.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential duties of this job, the employee is not subject to adverse environmental conditions (such as found in a typical office environment or administrative work). The normal routine involves no exposure to blood, bodily fluid or tissue and the employee is not called upon to perform or assist in emergency care or first aid.

Other:

• Equipment used: computer, phone
• Work Hours/ Shifts: Generally Monday through Friday

Version: May 2, 2023