PROGRAM ASSOCIATE

Hamilton-Madison House (HMH) is the leading provider of behavioral health services for New York City’s Asian community and the second largest provider in the country. HMH serves nearly 1,000 community members through a comprehensive program model that understands and incorporates the strengths of individual cultures and addresses the stigma related to mental illness. Services range from psychological services; personalized recovery-oriented services for individuals with mental illness; recovery programming for addiction in six languages and seven dialects; supportive housing for people with mental health issues; and training and internship opportunities for graduate students in social work, mental health counseling, and psychology. Our team of over 40 full-time and 16 part-time staff speak Cantonese, Mandarin, Korean, Japanese, Vietnamese, and Cambodian.

HMH is seeking a full-time Program Associate who will be responsible for the overall administrative support of the outpatient mental health clinics and PROS. The Program Associate will perform administrative duties, assist with billing tasks, and provide a high level of customer service to staff, clients, and community members who come into contact with Hamilton-Madison House, Inc. The position is an integral part of the team by coordinating and facilitating the effective operations of clinical programs. The Program Associate directly reports to the Billing Manager. 

Responsibilities

• An integral staff member providing administrative, reception, and coordination support to facilitate the effective operation of clinical teams.
• Perform receptionist/administrative duties (Greet, welcome, announce, and direct all patients/visitors) in-person, via telephone or virtual platforms, when needed.
• Triage inquiries, referral phone calls and emails to program staff, and escalate to the appropriate Program Director/supervisor when necessary.
• Assist staff in maintaining client medical records and computerized data to ensure compliance with Medicaid, NYC OMH, DOHMH, OASIS, HIPPA, and HMH policies and procedures.
• Coordinate with billing team to ensure eligibility and ensure accurate and timely billing for services and denials are resolved.
• Provides reception coverage for all units, including weekends and evening hours, when necessary.
• Creates, updates and documents new and existing client profiles to ensure proper insurance verification and eligibility is obtained
• Maintains accurate medical insurance information, keeping track of individuals' need for authorization of service.
• Post all payments, by line-item, received for physician’s professional services into EMR software system including co-payments, insurance payments, and patient payments
• Follow-up on all returned claims, correspondence, denials, and account reconciliations in a timely manner.
• Provides professional, accurate and timely responses to all accounts receivable inquiries over the phone and in-person
• Reading and accurately interpreting insurance explanation of benefits (EOBs), and documenting as appropriate
• Processing correspondence: producing, distributing correspondence, memos, faxes, forms, etc.
• Collection of co-payments at the time of service
• Reviewing, compiling and mailing client statement
• Maintain, monitor and update appointments and schedules, ie: clinician and conference rooms
• Maintain and update census records and primary counselor’s caseload, as necessary.
• Assist program directors in generating billing reports, productivity reports, and regulatory reports as necessary, ie: OASAS, OMH
• Handles petty cash, Medicaid transportation report and reimbursement, as necessary
• Maintain program filing system, order office supplies, submission of expense reports, as necessary
• Participates in programmatic and departmental meetings and performance improvement activities & trainings as necessary.
• Provides data and assistance to program directors and managers as required
• Perform special projects or other duties as assigned by the Operations Manager, Revenue Cycle Manager and/ or executive staff.

Minimum Qualifications

• Minimum Associate’s Degree, Bachelor’s degree preferred 
• Previous administrative experience in direct service program. 
• Exceptional organizational and time management skills, including ability to maintain well-organized administrative and operational systems, excellent phone demeanor, direct communication skills with clients and family members, government agencies, and agency staff.
• Working knowledge of insurance coordination of benefits
• Positive attitude, excellent diplomacy, poise and social skills to deal with clients facing a range of problems including serious mental illness, crisis and stress, and substance abuse.
• Demonstrated cultural proficiency and experience working with communities of color and/or communities in urban, underserved neighborhoods that bear a disproportionately high burden of illness.
• Knowledge and proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint), electronic medical record, and willingness to learn new systems as needed.
• Bilingual speaking abilities Cantonese, Mandarin, or Spanish preferred, but not required. 
• Strong customer communication skills as this is an internal and external facing position. 
• Knowledge of behavioral health billing and CPT codes a plus.

Compensation Range: $25 - $26 per hour

Excellent benefits including medical, dental, and vision insurance, 15 vacation days, 12 sick days, 3 personal days, and 12 paid agency-wide holidays.

Hours:  Monday to Friday, 37.5 hours per week

Hamilton-Madison House is an Equal Opportunity Employer