Southeastern Arizona Behavioral Health Services, Inc.
Administrative Support II
Reports To: Administrative Coord./ASM/CD Salary Grade: 13 FLSA: Non-Exempt
Annualized Salary Range: $16,669 to $25,859
Primary Function: Provide client focused, customer care, and administrative support.
Specializations: (Age Specific, Disability, Language, Other Target Populations)
Check All that Apply
__Serious Mental Illness __Adult Substance Abuse
__Adult General Mental Health __Geriatric General Mental Health
__Geriatric Substance Abuse __Child/Adolescent General Mental Health
__Child/Adolescent Substance Abuse
Domestic Violence __Perpetrator __Children/Adolescent __Adult Victim
Bilingual (English/Spanish) __Speak __Read __Write Other Language: __________
Minimum Qualifications: High school diploma or GED preferred, with (2) years experience in business office environment, with various duties.
Competencies:
• Minimal basic computer skills to meet the needs of position.
• Ability to operate standard office equipment, i.e. copier, fax, and phone system and learn to operate sophisticated office equipment.
• Ability to work in a fast paced environment.
• Ability to communicate well verbally, in writing, email, and via telecommunication equipment with professionals, clients and outside agencies.
• Aptitude to learn new processes and procedures.
• Ability to adhere to client confidentiality standards.
Tasks:
General for all areas:
• Interacts effectively and courteously with internal and external customers.
• Adheres to all policies and procedures relevant to position.
• Drafts and prepares special reports and analysis for review.
• Performs all clerical duties to operate assigned department.
• Assists in education/mentorship of department specific processes.
• Maintains current comprehension of all funding sources, reporting requirements, and procedures.
• Performs other duties as assigned.
Customer Service Rep:
• Greets incoming clients and visitors. Receives incoming telephone calls and places/completes telephone call transfers with telephone system. Assures telephone messages are distributed promptly and accurately.
• Arranges appointments and performs related duties to maintain all schedules with respect to client appointments.
• Responsible for mail distribution.
• Assists in managing and appropriate utilization of petty cash fund, co-payment collection, and maintaining required documentation for monetary transactions.
• Responsible for pre-printed SALs.
Data Entry:
• Assures prompt, accurate billing and input, including preparation and coding of all service and client account records for computer input, with a high degree of accuracy.
• Compiles, prepares and submits periodic reports as requested
• Must respond in a timely manner to error reports or corrective actions.
Medical Records:
• Maintains, retrieves, files, and monitors medical records for accuracy, record keeping standards, licensure compliance, and current statutes, within established policies and procedures.
• Performs monthly and ongoing record audits and studies.
• Coordinates with appropriate program supervisors to assure deficiencies are corrected.
• Processes correspondence to other agencies, staff, and clients in accordance with policies and procedures related to confidentiality.
Accountability: Administrative Support II, will work under the immediate supervision of Administrative Coordinator, ASM or Clinic Director, following detailed instructions and policies and procedures. This position holds no supervisory responsibility, responsible for own work only.
Behavioral Skills Required:
• Coping: Able to maintain a mature, problem-solving attitude while dealing with interpersonal conflict, hazardous conditions, personal rejection, hostility, or time demands.
• Spoken Communications: Able to clearly present information through the spoken word; influence or persuade others through oral presentations in positive or negative circumstances; listen well.
• Assertiveness: Able to maturely express one's opinions and feelings in spite of disagreement; accurately communicate to others regardless of their status or position.
• Energizing: Able to create positive energy (motivation) in both individuals and groups.
• Ability to Accept Direction: Able to relate to routine operations in a manner that is consistent with existing solutions to problems; to conform to established policies and procedure; log work activities/
• Alertness: Able to be attentive to all aspects of the environment, while working; to monitor environment during routine activity.
• Goal Setting: Able to define realistic, specific goals and objectives; to prioritize objectives.
• Written Communication: Able to write clearly and effectively present ideas and to document activities; to read and interpret written information.
• Interaction: Able to communicate with others in a warm and helpful manner while simultaneously building credibility and rapport.
• Empathic: Ability to remain objective and not become judgmental in varying scenarios
• Creativity: Able to develop unique and novel solutions to problems; use intuition and a new way of thinking to give birth to new ideas; to present information in an attention-getting and interesting manner.
• Versatility: Able to modify one's own behavioral style to respond to the needs of others while maintaining one's own objectives and sense of dignity.
• Team Building: Able to work with people in such a manner as to aid in building high morale and group commitments to goals and objectives.
• Decision Making and Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to reason; even when dealing with emotional topics.
• Client/Customer Service Orientation: Demonstrates concern for meeting internal and external customers' need in a manner that provides satisfaction for the customer within the resources which can be made available and anticipates additional needs of customers.
• Adaptability/Flexibility: Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes in a situation.
• Personal Growth/Attention to Development: Desires to improve and develop self; sets own development challenges and volunteers to learn.
• Reliability: Instills confidence in others due to proven consistent and positive outcomes.
• Initiative: Evaluates, selects, and acts on various methods and strategies for solving problems and meeting objectives before being directed or forced by events; self-directed rather than passively complying with instructions or work orders.
• Teamwork and Collaboration: Able to develop cooperation and collaborative work efforts toward solutions which generally benefit all involved parties.
Cognitive Requirements: Job requires interpretation of information in addition to basic verbal/written communication skills and reading/comprehension of job-related paperwork.
Continuous Education: Employees will be expected to participate in continuous learning, competence building and maintenance of skills. New employees are required to complete forty-eight hours of skill training the first year and twenty-four hours per year thereafter.
Physical Requirements:
• Use a Personal Computer of telephone over five hours a day
• Frequent reaching, bending, stooping, kneeling or crouching
• Frequent standing or moving throughout facility
• Light physical effort (infrequent lift/carry up to 25 pounds)
Working Conditions:
• Office working conditions
Performance Metrics:
Data Entry:
• Intake to CMHC: Keyed into CMHC within 5 calendar days.
• Closure to CMHC: Keyed into CMHC within 5 calendar days.
• SMI Packet: Keyed upon receipt of packet
• Demographics: Keyed into CMHC within 5 calendar days.
Customer Service Representative:
• Attendance: Unplanned tied to timesheet/punctuality
• Concerns Presented: Internal/External
• Observation
• Customer Service Satisfaction: 2 times per year
Medical Records:
• Intakes: Assembled within 48 hours of receipt (Review 1st week of
following month).
• Audit Tool 100%: Audited within 48 hours of receipt 100%
• Audits (Regional): Packaged correctly, logged out, reach destination on time,
retuned and accounted for.
• Release of Information: Emergency request involving immediate emergency care of the
client – immediate processing.
• Medical Staff Filing: Within 24 hours
Computer Skill Requirements:
• Intermediate Windows
• Intermediate Word
• Knowledge of Email functions, contacts and calendars
Mentor Criteria:
• A mentor will be personable and patient, with good, open communication skills. A mentor will be knowledgeable in SEABHS systems and procedures. A mentor will be a self motivated individual with the ability to positively support their peers.
Mentor Scope of Responsibility:
• A mentor provides side by side, hands on shadowing, with consistent and constructive feedback. The mentor oversees accuracy, as well as verbal and visual skills with on-going communication to the direct supervisor.
Career Ladder:
• Administrative Support III
Career Ladder Traits:
• Analytical/ Problem Solving
• Self Motivated
• Able to Read System
• Organization Awareness/Resource
• Interested in Personal Growth
• Detail Oriented
Career Ladder Skills:
• Knowledge of Inter-System
• Knowledge of all operational policies
• Basic Contractual Obligation
• Advanced Computer Skills
• Knowledge of all technical office equipment
Developmental Needs for Career Ladder
• Advanced Computer Training
• Proficient in three of four areas represented
• Technical training in basic office equipment trouble-shooting.
Employee's Name (Printed) Supervisor's Name (Printed)
Employee's Signature Date Supervisor's Signature Date
Revised 11/9/09
