Office Manager

BENEFITS

• Competitive Medical, Dental, and Vision Plans*
• Retirement Plan with Employer Match*
• Continuing Education (After Probation)*
• Work Laptop Provided*
• Staff Appreciation

* Employee must be full-time in order to be eligible for these benefit

ABOUT LIGHT COUNSELING:

Since 1991, Light Counseling has served more than 60,000 Individuals, Couples, & Families with professional, confidential, and distinctly Christian counseling services in Virginia and eight (8) other states We take pride in incorporating God’s truth in the helping process. Our mission is to bring hope to the hopeless and healing to those who are hurting by helping individuals realize their God-given, divine potential.

DESCRIPTION

The Office Manager is part of an integrated team and provides support to the mental health counseling staff and the Clinical Site Manager (CSM). This position is the initial primary administrative contact for Light Counseling and is supervised by the Business Director.

This important support position will be the first point of contact for current and potential clients, visitors, community partners and referral sources, and requires the ability to interact and relate well with the public. This position will provide support duties to include (but not limited to) client billing/collections, preparing of insurance claims; scheduling, billing accuracy and reconciliation, improvement/development and implementation of operational policies and procedures to improve workflows, research and utilization of new and existing tools in the Electronic Health Record (EHR) and other applications, greeting persons entering the office, handling client referrals, collecting registration paperwork and client payments, answering inquiries via in-person, phone, or email settings, scheduling and rescheduling sessions.

LEVEL OF RESPONSIBILITY:

Employment with Light Counseling is of a confidential nature and operates in accordance with federal and state privacy laws and practices (i.e. HIPAA). All work is performed under supervision, but does require the ability to effectively function independently, with flexibility, initiative, maturity and decision-making within the framework of Light Counseling policy and procedures. 

CONFIDENTIALITY NOTICE

Employment with Light Counseling is confidential and adheres to federal and state privacy laws and practices (i.e., HIPAA). Employees are expected to work independently and have flexibility, initiative, maturity, and decision-making within the framework of Light Counseling’s policy, procedures, and employee handbook.

DUTIES AND RESPONSIBILITIES:

• Assists with adherence to the budget, cost containment, and product research and selection.
• Audits and updates EHR settings, tools, and data to ensure greater service utilization, upload service documentation, and fulfill Meaningful Use.
• Coordinates, directs and evaluates daily activities of all front desk operations
• Assists with conducting initial and on-going training with program staff regarding policies, procedures, and EHR/technology features and functionality to support a high level of performance and greater service outcomes.
• Assists the Business Manager and administrative team with developing and implementing trainings, project planning and goal setting, policy and workflow improvements, and ensure staff are meeting program benchmarks
• Evaluates functions, processes, and workflows, and makes adjustments and improvements as necessary (in coordination with the Business Manager) to improve program efficiency and delivery outcomes.
• Maintains a current working knowledge of behavioral health CPT and ICD-10 coding principles, government regulations, and requirements from third-party payors for unique services (i.e. modifiers, authorizations, etc.)
• Collects and provides market research data that will assist in identifying and attracting potential clients.
• Analyzes and reconciles the program’s monthly outstanding balance and billing trends to resolve errors, initiate claim disputes, and determine if necessary improvements need to be made.
• Performs recordkeeping for all payment records and coordinates with the Accounting and Billing departments to resolve billing issues.
• Provides training to clients and staff on technology platforms (i.e. client portal)
• Monitors and improves the program’s telehealth platform and online payment portal.
• Maintains awareness of advancing technologies, new resources, changing government regulations, insurance agreements and regulation updates, and potential financing/revenue options.
• Reports and analyzes weekly and monthly program activities and data to plan organization growth, improvements, and further service utilization.
• Establishes and maintains a good rapport with medical, business, community groups, and other potential referral sources so Light Counseling may respond to community needs, enhance public relations and coordinate services.
• Assists the Business Manager with interviewing, verifying, and vetting interns and other entry-level staff
• Coordinates with the Business Manager, Clinical Director, and respective clinical staff to review and complete record requests by following program policies, procedures, and state and federal statutes and laws.
• Write letters of verification to courts, caseworkers, and lawyers as appropriate
• Performs data management of consents, socio-demographics, insurance information, and clinical diagnosis.
• Ensures the administrative staff have collected and uploaded completed intake paperwork, consents, disclosures, and releases.
• Conduct interviews with referral sources or prospective clients to determine service needs and eligibility.
• Submits work orders and inspects the facility to ensure emergency readiness and compliance with access, safety, and sanitation regulations.
• Secures office/building at end of the day (locks all files, offices, and external entries, straightens up waiting room and kitchen, turns off internal lights and turns on exterior lights).
• Supports safety initiatives and maintains an environment of safety for clients, staff, and visitors.
• All other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Familiarity with an Electronic Health Record (EHR), and ICD and CPT coding is preferred;
• Knowledge of office operations and customer service practices
• Ability to listen to others and interact well with the public
• Understanding of federal and state privacy and security laws, regulatory requirements, and standards for maintaining information security and confidentiality.
• Must demonstrate an understanding of and an appreciation for cultural diversity and inclusivity
• Ability to learn quickly new and existing tasks, platforms, and workflows
• Ability to learn quickly and be able to train others
• Ability to effectively communicate information and respond to clients, staff, and community partners.
• Demonstrate the ability to focus on details, complete assigned projects, meet deadlines, and prioritize multiple competing tasks in a fast-paced, team-based environment.
• Ability to define problems, collect data, establish facts, research solutions, and draw valid conclusions.
• Ability to problem-solve a variety of hardware and software issues and design forms and reports
• Ability to provide assistance with practice billing and collections
• Be detail-oriented, organized, self-motivated, and possess strong time management and problem-solving skills to handle multi-faceted conversations and situations
• Be proficient with operating Microsoft devices
• Be proficient with Microsoft Office 365 (Outlook, Word, Excel, Teams), JotForm (preferred), Canva (preferred), and have the initiative to learn and become proficient with all other platforms and applications. 

The Office Manager is an integral part of the team and must be willing to not only be flexible, but also learn and accept new responsibilities, work well with others, and contribute to the mission and values of Light Counseling.  The Office Manager must represent Light Counseling to all clients in a manner that reflects its values.

MINIMUM QUALIFICATIONS

• High School diploma or equivalent
• Related experience in customer service
• Experience with Electronic Health Records preferred

• Excellent oral and written communication skills.
• Valid Driver's License and acceptable driving record.
• Complete all required background checks and drug testing.