Office Administrator

Litmus Test: Are we compatible?

Integrity, flexibility, empathy, and excellence are our company values. They motivate us to keep a vibrant company culture that comes through in all we do. Everyone who fits well into our company culture does these things:

· This company values your feedback and constructive criticism regarding management, administration, and company policies and procedures. Let your direct supervisor know when you have input.

· Pair your complaints and criticisms with solutions.

· Instead of saying some version of “that’s not my job” when someone asks you to do something, try some version of “let me see if I can help.” We love delegation and job descriptions too, but it makes for a better workplace when your teammates show a sense of excitement about supporting one another.

· It’s especially important to tell your supervisor when you feel overwhelmed, stuck, or in need of training or professional development.

· When conflicts or problems arise in the workplace, be solution-focused and action-oriented. Don’t cry over spilled milk. Don’t fan the flames of gossip or hearsay.

· If you have difficulty with your peers or direct reports, try to resolve it one-on-one without gossip or consult with your supervisor about how to proceed. If you have difficulty with your supervisor, consult with our human resource employee support line about how to proceed.

· When mistakes happen, sometimes it’s the situation, not the person. Have empathy for others and consider their context before jumping to conclusions about them.

· We aim to cover you in your absence, and we’d like you to do the same for others, including days off and lunch breaks.

· Take the time to understand how our business works.

· Seriously read this job description in depth because … we mean it.

· And for the catch-all statement: you must be a team player and prepared to help out with any given function on daily basis.

If working with people who do these things sounds exciting to you, read on!

Function of the Office Administrator:

This person is the face of our company. Most of the time, this person will shape our first impression by picking up the phone or greeting someone when they come to us for the first time. While it is important to keep up on clerical tasks, it is also incredibly important that people are made to feel welcome when they enter our doors. This can mean offering water, noticing when an extra seat is needed, or greeting people with a smile and a genuine introduction.

If you have ever used the words meticulous or thorough to refer to yourself, this is the right job for you. Scheduling appointments that can include up to 10 people is not easy. This job requires you to coordinate those appointments, communicate with internal and external team members, and keep everyone up to speed on any changes or need-to-know information. It is up to our Office Administrators to conduct timely and proactive scheduling, which prompts the scheduling of required visits according to our treatment model, as well as initiating the rescheduling of missed appointments. Flexibility, diligence, communication, and being proactive are all key components to the job.

Why this job stinks:

Change. Just when things seem to settle a bit, BOOM! The insurance companies changed their requirements. The boards changed their expectations. Our referral sources changed their preferred processes. We picked up a new line of service. A provider moves out of state and we have to transition their caseload. Change is necessary for growth, but that doesn’t mean it’s always fun. Not only are you expected to get on board with the change, but there’s not much room to complain either because negativity is draining to your co-workers to listen to. Instead, you are expected to bring problems to your supervisor and pair them with solutions, even though sometimes it’s just easier to complain!

Also, because you’re the face of the company, you absorb the brunt of the frustrations that develop as a result of misunderstandings, miscommunications, or mistakes that occur between the company and its clients. When people call to complain or report a problem, they’re calling you. While it does present an opportunity to exercise patience and put your customer service skills on display, it honestly does suck sometimes.

10 Reasons you should quit your job and work here anyway:

1. You like getting rewarded for solving big problems.

2. You think it sounds exciting to be a part of a growing company that puts quality before quantity and is changing the mental health system and the lives of children and families.

3. You think measuring outcomes is important and that our key outcomes are legit:

# of psychiatric hospitalizations, # of psychotropic medications, # of runaways

4. You think being relaxed and friendly at work should be normal.

5. If you think our policies and procedures aren’t as fresh as this job description, it’s cool because anyone with a good idea can influence our policy.

6. When it comes to diversity, you think companies should value the inherent, unique perspectives and insights, not the checkboxes on the demographic form.

7. Our company has grown quickly and wisely such that there is still room for positions and departments that don’t currently exist.

8. You want to work in a company where executives and owners take responsibility for their mistakes.

9. You’re tired of boring holiday parties and are ready to have fun for free.

10. You think all companies should offer vision, dental, and health insurance; life insurance; paid holidays and time off; and access to a host of other voluntary benefits as part of their total compensation package like we do.

Job-Specific Duties and Responsibilities:

· Make the office feel warm and inviting by answering the phone or greeting people with a smile and maintaining a clean and presentable waiting room.

· Treat the office as your own, and either make the necessary replacements when supply inventory gets low or notify your supervisor of the need to order more (e.g., soap, paper towels, utensils, trash bags, etc.).

· Manage the schedules of multiple providers while keeping all parties aware of appointments, changes, and need-to-know information.

· OAs may be assigned specific tasks, which will allow for focus and ownership. Depending on the assignment, it may entail completing a tracker, attending a meeting, managing forms, communicating with outside agencies, or it may have its own set of steps and expectations that will be clearly outlined. There is also an expectation to understand and help in all shared scheduling related tasks (everyone covers the email inbox, phones, etc.).

· We have three main programs: Child Welfare, Substance Abuse, Community. It’s your responsibility to know the expectations of all programs and apply the processes accordingly.

· As part of keeping schedules full, stay up on appointment confirmations and when there is a cancellation, aim to fill it with a new intake or offer that timeslot to someone you know may appreciate it. Similarly, maximize time on the schedule by sharing timeslots when appropriate, i.e. every other week or once per month clients should share a timeslot.

· Use good judgment in deciding when scheduling rules should be followed and when flexibility is required to make all ends meet. Communicate with your team when doing so.

· Customer Service should be both externally and internally applied. Build good relationships with providers by keeping in close communication with them about scheduling demands. Morning huddles are great for this.

· Don’t underestimate what goes into managing the waiting room. If the ‘babysitting’ ever gets too distracting from your job and your rules aren’t followed, loop in the provider for support. If you see or hear someone behaving oddly in the waiting room, tell the provider. Ensure you know who is in your waiting room, require check-in, and periodically check to ensure everyone’s been helped.

· Follow HIPAA by treating all information and documents with utmost confidentiality.

· As new client charts are created in our EMR system and as updated information surfaces, you are the person who we look to for keeping complete, accurate charts.

· If you come up with a better way to do things, make a suggestion, be patient, and don’t be mad if there is a big-picture reason why we cannot implement it. Certainly, ask what the reason is, as it may help you to come up with an alternative suggestion to improve a process.

· Cash paying clients and those covered by private insurances will have a co/payment to make. It’s vital that you collect that payment as that is what keeps us all paid.

· People in crisis will call and, for example, say they want to kill themselves, so make yourself very familiar with the Crisis Intervention Policy.

· We pay others to do most dirty work like shredding and cleaning, and we need someone to speak up when those services aren’t meeting our needs. That’s you.

· Hold back your excitement when completing the necessary scanning, uploading, and data entry into the electronic medical records (EMR) system.

· Jump at the opportunity to complete clerical tasks upon request (i.e., fax, scan, copy, managing incoming and outgoing mail).

· Go the extra mile with courtesy by, for example, walking people to their appointment room or to the restroom instead of pointing.

Qualifications:
· High school diploma or equivalent required; at least one year of college preferred

· Familiarity with copy, scan, and fax machines and internet-based programs

· Effective, efficient googling skills

· Team player attitude and shares our values – integrity, flexibility, empathy, excellence

· Basic knowledge of HIPAA and importance of protecting patient health information

· Knowledge of the DSM and basic mental health terms will make the job more interesting and make you more successful

· Awareness, sensitivity to, and respect for cultural variation and the power of personal values and biases

· Ability to discuss personal and financial matters with providers and clients

· Ability to remain calm and courteous in the face of rudeness and disrespect

· Ability to predict the future. Not really but you have to be able to identify warning signs for when something is likely to go wrong and then generate and implement solutions.

· Ability to consider multiple perspectives and alternate explanations when problems arise

· Ability to identify pair problems with solutions along with alternative solutions when you don’t get your way

· Proficiency in computer skills, especially using Word, Excel, and customized databases

· You have to be able to prioritize and get things done

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No nights
• No weekends

Experience:

• Working in a Medical Setting: 2 years (Required)
• Microsoft Office: 1 year (Required)
• Administrative experience: 2 years (Required)

Ability to Relocate:

• Las Vegas, NV 89146: Relocate before starting work (Required)

Work Location: In person

Salary : $16 - $17