Under direction of the Central Office Supervisor and in collaboration with the Lead Central Office Clerk, the BHS Central Office Clerk performs a variety of tasks to the BHS Division. Essential duties include providing excellent customer services via phone and in person; referring callers to the appropriate departments; making appointments for individuals according to established protocols; assisting individuals with forms and back filling appointments. The position is considered a crucial link between the individuals we serve and the care delivered by clinical and service staff of the BHS Division. The incumbent must work collaboratively with all Clinical services staff in support of direct client services, exhibiting flexibility and a “can do” attitude. Client services are the key priority in this position requiring the Central Office Clerk to assist the Lead Central Office Clerk in serving as a point of contact with other internal and external departments, all with the goal of fostering a trauma informed environment which promotes comfort, safety and trust.
1. Schedules, confirms and enters into agency EMR all outpatient clinical and psychiatric appointments including intake evaluations, in accordance with agency protocol.
2. Confirms scheduled appointments the day before, for appointments scheduled the next business day.
3. Backfills canceled and no-show status appointments in an effort to utilize all available time slots.
4. Monitors and enforces Greenridge Counseling Center Attendance Policy as related to scheduling appointments.
5. Schedules return appointments at checkout.
6. Performs outreach to clients who have not called in for Just In Time Scheduling with psychiatrists and nurse practitioners.
7. Obtains and enters new client demographics; updates client information, as necessary, in agency EMR to maintain accuracy of medical record.
8. Proficient in navigating agency EMR as needed to complete job tasks.
1. Provides receptionist services, including greeting and direction, to clients and visitors who enter/call the Greenridge Counseling Center.
2. Answers telephones, directs calls and takes messages in accordance with Agency protocol.
3. Responsible for signing in clients, issuing any necessary paperwork and notifying clinicians/psychiatrists in a timely manner of client’s arrival.
4. Reviews all forms for accuracy and completion according to office policies prior to accepting.
5. Checks client’s eligibility status on PROMISe database on a daily basis or as required by program. Gives status report to supervisor and/or liability personnel of ineligible clients.
6. Works with the liability department and clinician to ensure that all events are billable
7. Collect client fees or insurance co-pays.
8. Listens to and handles all clients and visitors in a professional manner. Provides a courteous and patient manner when faced with difficult situations.
9. In collaboration with psychiatrists and clinical staff engages in limited outreach and care coordination for clients to ensure continuity of care (ex: outreach to pharmacies, primary care, social workers, etc) .
1. Performs other job-related duties as needed.
2. Adheres to safe work practices.
3. Participates in reaching established goals related to scheduling appointments and customer services, i.e., backfilled rate, consumer satisfaction and clinical staff satisfaction.
4. Utilize literature, workshops and other training aids to continually improve clinical and administrative skills.
5. In conjunction with supervisor, complete and implement an annual Individual Professional Development and Training Plan in accordance with state/county/agency regulations.
6. Participates in Interact’s Quality Improvement activities as requested by immediate supervisor or Quality Assurance Department.
7. Must participate in Interact’s Compliance Program including reporting suspected violations of the compliance program or applicable laws or regulations to supervisor/manager/director or the Compliance Officer.
1. High School diploma and 2 years of experience in an administrative setting.
2. Experience in behavioral health and customer service preferred.
3. Previous experience with electronic medical records preferred.
4. Working knowledge of Windows, Word, and experience with data entry.
5. Excellent interpersonal and organizational skills.
6. Ability to work independently and as part of an interdisciplinary treatment team.
Intercommunity Action, Inc. is an EO Employer – M/F/Veteran/Disability
Interested candidates may forward their cover letter and resume to:
Intercommunity Action, Inc.
6012 Ridge Avenue
Philadelphia, PA 19128
firstname.lastname@example.org (email preferred)