Office Support Specialist

Description

Our Mission: “Changing lives throughout Eastern NC”  

**Schedule: Monday-Thursday 8am to 5pm; Friday 8am to 12pm, Working lunch**

The Office Support Specialist ensures that the administrative activities within our agency are run efficiently by providing support to the team and clients we serve. The Office Support Specialist is also responsible for optimizing our office systems and processes so we may carry out our mission efficiently. The Office Support Specialist builds and supports the relationships between our referral sources, our clients/families and our team to enable us to carry out our mission of serving others efficiently.

Serve your team members and set them up for success.

Support the daily needs of team members by:

scheduling and rescheduling of clients (only treatments)

obtaining/sending medical history and additional information needed to conduct thorough and excellent therapy services

As needed monitor and enter insurance authorizations for Medicaid (Choice PA, HealthyBlue, UHC, AmeriHealth and Wellcare) and private insurances as necessary. 

Engage your team members with respect and patience while leaning into their communication/personality style. 

Communicate schedule changes with team members clearly and timely.

Manage the schedule deliberately to maintain productivity of team members.

Maintain Electronic Health Records 

Send/receive faxes

Monitor cancellations and no-shows to help increase client accountability and the productivity of team members.

Collection of copays and monitor patient balances

Deliver an amazing experience for clients and referral sources.

Greet all clients and answer all incoming calls with a smile : )

Follow up with clients to confirm their appointments on a daily/weekly/monthly basis.

Have an understanding of collecting daily co-pays and patient balances and record in Fusion.

Wow the client with excellent communication and follow through.

Take time to develop a personal connection with our clients and referral sources in ways that are meaningful to them.

Maintain and deliver all client forms for compliance with insurance and clinic procedures.

Create new client files as needed with detailed information for therapists.

Maintain a fun and efficient clinic environment for staff and clients/families.

Housekeeping tasks to maintain a clean and efficient clinic environment.

Disinfect work spaces daily

Organize clinic space

Complete laundry and dishwasher tasks as needed

Develop and implement strategies for efficient documentation/paperwork flow.

Assist in gathering content for social media, website reviews, and client testimonials for marketing and “client spotlights” on a weekly basis (Google reviews). 

Assist in creating marketing content and surveys (i.e. brochures, flyers, contests, etc.) for referral sources.

Assist in the development and production of client and team member events and celebration of holidays/special occasions.

Approach your work from multiple perspectives including the clients, therapists, referral sources, etc.

Maintain the systems and processes around you; fix them when they don’t work, update them when outdated, and eliminate them when not needed.

Ensure compliance with insurance regulations in order to maintain the integrity of our company.

Obtain necessary doctor’s orders and documentation necessary to conduct therapy services (IFSP, ISP, etc.). 

Enter in initial authorizations to Medicaid and other insurances and monitor authorizations on a daily basis. 

Communicate status of authorizations to therapists.

Contact referral sources to follow up on MD orders. 

Follow up with patients and referral sources when unable to contact for services (within 14 days).

Key Performance Indicators:

Customer service rating scale/Employee Rating Scale > than 66

All co-pays and payments are accounted for in Fusion with 100% accuracy

At least 2 new Google reviews each month 

At least 1 new testimonial each month

Faxes are worked within 12 hours of receiving

Insurance authorizations are checked on a daily basis, entered into the system with 100% accuracy, and completed within 24 hours of receiving MD signature

Clinic organization is maintained on a daily basis

Assist in confirming clients for their appointments (every client is called on holidays-even those with text/email reminders)

Appointment changes are communicated with therapists within 1 hour of occurring

Monday meeting goals are achieved each week

Requirements

**MUST be able to work Monday-Thursday 8am to 5pm; Friday 8am to 12pm**

Skills and Qualifications

Administrative Skills  

   - Strong organizational skills for managing schedules, insurance authorizations, and patient records.  

   - Proficiency in using Electronic Health Records (EHR) systems.  

   - Ability to multitask and prioritize tasks efficiently.  

Customer Service 

   - Excellent interpersonal skills to build relationships with clients, referral sources, and team members.  

   - Strong verbal and written communication skills for clear and professional interaction.  

   - A positive and patient demeanor, ensuring a welcoming experience for clients.  

Technical Skills

   - Familiarity with fax machines, scheduling software, and office equipment.  

   - Basic knowledge of social media platforms and marketing tools for content creation and reviews.  

Insurance and Compliance Knowledge

   - Understanding of insurance processes, including Medicaid and private insurance authorizations.  

   - Familiarity with documentation requirements for medical and therapy services.  

Problem-Solving and Adaptability

   - Ability to develop and implement systems to enhance efficiency.  

   - Adaptable to changing schedules and clinic needs while maintaining professionalism.  

Team Collaboration 

   - A supportive and respectful attitude toward team members.  

   - Willingness to assist in creating a fun, organized, and efficient clinic environment.  

Education and Experience 

- High school diploma or equivalent required; post-secondary education or certification in office administration or healthcare management preferred.  

- Experience in an administrative or customer service role, ideally within a healthcare or therapy clinic setting.  

Physical Requirements

- Ability to perform light housekeeping tasks such as organizing, disinfecting, and completing laundry.  

- Comfortable working in a dynamic, fast-paced environment.  

Performance Expectations

- Uphold the clinic’s mission: “Informing families, enriching lives, changing futures.”  

- Meet key performance indicators such as client satisfaction, timely documentation, and accurate billing.  

- Ensure daily operational goals, including appointment confirmations and insurance compliance, are met.  

Workplace Culture

- Be an ambassador of the clinic’s values by fostering meaningful connections with clients and colleagues.  

- Participate in team events and contribute to a supportive and collaborative work environment.