Office Support Staff

Description of Services
Work as part of a team to maintain the effective and efficient running of the front desk/reception area. Consistently meet the needs of clients, employees, therapists, visitors, and outside agencies. Perform various office tasks, including: data entry, copying, faxing, filing, preparing new files, collecting and documenting client information, changes, etc. Ensure the waiting area is clean, neat, and welcoming at all times. Maintain a safe environment for all workers and visitors to the office. Office Support Staff is responsible for document preparation, recordkeeping, reception, file maintenance, and related clerical support functions. Office Support Staff is also responsible for conducting transactions with other employees or the public in matters requiring knowledge of laws, rules, procedures, policies, and precedents.

Specific Job Duties and Responsibilities

• IN PERSON CLIENTS/VISITORS: Sensitively greet and process clients and visitors to the office. Announce them to the appropriate therapist. Update client demographics and insurance information for all clients. Takes and records payments accurately.
• CUSTOMER SERVICE: Utilizes expert customer service skills with both internal and external customers. All interactions with clients and staff are conducted in a pleasant and professional manner. OSS explains policies and procedures to inform customers or correct processes. Assists clients with completing forms and documents. OSS has the ability to deal tactfully and professionally with people and maintain sensitivity.
• ADMINISTRATIVE SKILLS: Accommodate clients and therapists. Accurately takes messages. OSS types and/or keys in a variety of documents, including reports, labels, and receipts, following specified formats, using computer and/or printer.
• TELEPHONE SKILLS: Responds to telephone calls as quickly as possible. Announces callers and transfer calls as necessary. Handle intakes for new clients via telephone. Make appointment reminder calls daily to clients.
• TECHNOLOGY: Utilizes computerized systems to provide requested information. Updates and corrects file information to maintain accurate files. Copies documents using photocopier or computer printer to maintain records. Creates documents such as charts, forms, and logs to meet departmental needs.
• DATA BASE: Enter sessions into the database immediately. Accurately, processes payments into the database. Makes billing corrections as directed.
• SCHEDULING: Schedule new and existing clients in the scheduling system. Takes new referrals and schedules clients for appointments. Verify Access insurance (EVS) daily.
• PAPERWORK: Process discharge paperwork. OSS files information alphabetically, numerically, and chronologically according to office procedure to maintain organized and accurate filing systems. Locates and retrieves files from client chards. Disposes of old files in accordance to policy. Writes legibly to record information.
• INSURANCE INFORMATION: OSS accurately verifies information, including EVS checks, prior to initial appointments and as needed thereafter.
• CLIENT CHARTS: Prepare new client charts. Prep for daily visits by pulling client charts and filing charts following visits. Updates and corrects file information to maintain accurate files. Merges and assembles files to maintain records. Delivers and/or picks up files to provide requested information. Photocopies files as requested.
• TIME MANAGEMENT: Able to manage multiple projects/tasks at one time. Able to manage time throughout the day. Able to adapt to a changing work environment and work under high pressure.. Able to work with interruptions.
• ATTENTION TO DETAIL: Able to provide close attention to detail. Able to maintain accurate paperwork and accurate data entry.
• TEAMWORK: Able to work closely with others. OSS will perform all others duties as requested. OSS will also perform various duties as needed, specific to the outpatient program. OSS will help other areas or departments as needed. Ensure waiting area is clean, neat, and welcoming at all times and that the bathrooms are checked for paper towels and toilet paper throughout the day. Report any safety issues to your supervisor.
• PROBLEM SOLVING: Able to utilize creativity to problem solve.
• COMMUNICATION SKILLS: Communicates information clearly and concisely to others. Understand and follow oral and written instructions. Prepares simple correspondence. Can read and understand manuals.
• CONFIDENTIALITY: Maintains confidentiality of information. Ensures proper documentation, release, and maintenance of medical records. Complies with all HIPAA regulations. Records are never released without Director approval.

Education Requirements

• High School Diploma/GED

Other Qualifications

• All necessary child abuse clearances (PA Criminal Record Check, PA Child Abuse Clearance, and Federal Criminal History Clearance)
• Valid driver’s license
• Auto insurance

General Knowledge, Skills, and Abilities Required

• Communication Skills – Transmits information clearly, in writing and/or verbally; Clearly and consistently communicates with clients, supervisors, and families
• Customer Service Skills – always puts the client first
• Problem Solving Skills – Demonstrates sound judgement and decision-making
• Organizational Skills – uses an organized approach to job responsibilities
• Active Listening Skills – Consistently uses good active listening skills
• Professionalism – acts with professionalism and integrity in all work environments
• Initiative – takes initiative and is proactive
• Responsive – attentive/responsive to needs of internal and/or external clients
• Patience – able to maintain patience in all situations
• Consistency – able to handle all situations and treat all people with consistency
• Ability to work closely with others
• Ability to manage time and meet frequent deadlines
• Ability to adapt to a changing work environment and work with interruptions
• Ability to provide close attention to detail
• Ability to work under high pressure
• Ability to maintain accurate paperwork and data entry
• Ability to analyze information and apply standard practices
• Ability to utilize creativity to problem solve
• Ability to follow and maintain confidentiality and safety policies
• Ability to analyze information and apply standard practices

Working Conditions

• Work will be completed mainly in an office environment.

Physical Requirements

Constantly Incurred (More than 75% of time on job) – ability to communicate orally and in writing, ability to hear conversation, ability to observe behavior, ability to analyze actions and behaviors, ability to write and type, ability to use a phone, computer, and standard office equipment

Frequently Incurred (Between 25% - 75% of time on job) – ability to stand, ability to walk, ability to sit, ability to drive, ability use legs/arms to climb, ability to balance

Occasionally Incurred (Less than 25% of time on job) – ability to lift, ability to work in various temperatures, exposure to intermittent noise above 85DB, exposure to chemicals (cleaning)

This job description is intended to cover the information essential to understanding the scope of the job, and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed of representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Opportunity Employer