Support Staff Specialist - Licking & Knox

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for clients, visitors, and community partners while providing exceptional customer service.
• Create a welcoming, respectful, and trauma‑informed environment for all individuals seeking services.
• Complete client registration, check‑in/check‑out, demographic verification, insurance updates, and payment collection in accordance with agency procedures.
• Provide accurate information regarding agency services and assist individuals in accessing appropriate programs and resources.
• Maintain professional, courteous, and compassionate interactions that support a positive client experience.

Job Details

Description

Employees are expected to perform essential duties to established performance standards. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

• Serve as the first point of contact for clients, visitors, and community partners while providing exceptional customer service.
• Create a welcoming, respectful, and trauma‑informed environment for all individuals seeking services.
• Complete client registration, check‑in/check‑out, demographic verification, insurance updates, and payment collection in accordance with agency procedures.
• Provide accurate information regarding agency services and assist individuals in accessing appropriate programs and resources.
• Maintain professional, courteous, and compassionate interactions that support a positive client experience.

• Answer, screen, and route incoming telephone calls and respond to routine inquiries.
• Schedule, coordinate, and maintain client appointments while supporting efficient provider schedules and timely access to care.
• Prepare, scan, upload, index, and maintain accurate electronic and paper documentation.
• Process mail, correspondence, and other administrative communications.
• Support daily office operations, including opening and closing procedures, maintaining office supplies, and ensuring an organized work environment.

• Maintain accurate client information within the Electronic Health Record (EHR) and other agency systems.
• Provide administrative support that promotes efficient clinical operations and quality client care.
• Collaborate with clinical, billing, quality improvement, and administrative staff to support effective service delivery and resolve workflow concerns.

• Perform duties in compliance with BHP policies and procedures, CARF accreditation standards, OhioDH requirements, HIPAA, 42 CFR Part 2, and all applicable federal, state, payer, and local regulations.
• Maintain accurate, timely, and confidential documentation and records.
• Participate in required training, audits, quality improvement activities, and compliance initiatives.
• Identify opportunities to improve administrative processes, operational efficiency, and the overall client experience.

• Foster positive working relationships with coworkers, clients, referral sources, and community partners.
• Support operations at multiple BHP locations as organizational needs require.
• Participate in staff meetings, required training, professional development activities, and organizational initiatives that support BHP's mission and strategic goals.
• Support agency operations by adapting to changing priorities, providing coverage as needed, and performing additional duties consistent with the scope and responsibilities of the position.

• Customer service principles and office administration practices.
• Medical office scheduling and registration procedures.
• HIPAA, confidentiality, and privacy requirements.
• Electronic Health Record (EHR) systems.
• Microsoft Office 365 applications.

• Communicate professionally and effectively with clients, coworkers, and community partners.
• Provide compassionate, person‑centered customer service.
• Maintain confidentiality and exercise sound judgment.
• Prioritize multiple responsibilities while maintaining accuracy and attention to detail.
• Work independently and…