Description

About Steven A. Cohen Military Family Clinic at VVSD:

The Steven A. Cohen Military Family Clinic at VVSD provides high-quality mental healthcare services accessible to all post-9/11 (including National Guard and Reserves), their families, and the families of active-duty service members including spouse or partner, children, parents, siblings, caregivers, and others. 

With a multidisciplinary team of psychiatrists, psychologists, licensed clinical social workers, licensed chemical dependency counselor, case managers, and veteran outreach professionals, the clinic offers high- quality, evidence-based, and personalized outpatient mental health treatment tailored to meet the specific needs of Post 9/11 veterans, Active-Duty Service Members, and their families. The Cohen Clinic is part of the Cohen Veterans Network, a national nonprofit (501c3) network of clinics.

Under the general direction of the Office Manager, the Front Office Assistant is responsible for supporting the front office team by registering and scheduling patients, patient care coordination, answering phones and e-mails, assisting with facility use and on-site Outreach events, facilitating physician and patient administrative needs and supporting the Child Watch program.

Compensation Range:

The pay for this part-time position is $22.44 - $26.44 per hour.

Responsibilities:

• Operates the main phone line at the Cohen Clinic to ensure a smooth intake process for new clients and provide continuous exceptional customer service for established clients. 
• Responsible for properly triaging clients and/or callers in crisis following clinic’s policies and procedures. 
• Maintains daily workflow including checking mail, incoming faxes, and responding to clinicians and clients in a timely manner.
• Follow administrative safeguards to protect and control access to PHI, in accordance to The Department of Health and Human Services (HHS) and Health Insurance Portability Accountability Act (HIPAA).
• Presents a professional image, maintaining a calm, professional manner knowing that some callers are consumers or family members and may be agitated, stressed, or present a difficult communication situation.
• Assist visitors and community partners with front desk check-in and facility use support.
• Maintains accurate and timely client scheduling according to centralized scheduling system.
• Collaborates with multiple departments to ensure accuracy of internal workflow procedures.
• Attends relevant meetings and training, as required. 
• Provides support to Child Watch program, as needed.

Qualifications

Required Qualifications:

• At least 2 years of experience in customer service and administration.
• Intermediate level on MS Excel, Email and word processing programs.
• Professional level communication skills, poise and ability to handle high volume telephone duty.
• Prior experience within the military community and/or veteran administrative organizations 
• Strong consultative abilities, conflict-resolution skills, and leadership abilities.
• Analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work including diverse interest groups, advocacy groups, and other governmental organizations.
• Proven capacity to synthesize disparate information into a coherent vision that aligns with the company’s strategy to maintain a successful operation.

Qualities:

• Analytical skills, professional acumen, business ethics, thorough understanding of continuous improvement processes, problem solving, respect for confidentiality, excellent communication and presentation skills.