Client Associate

GENERAL STATEMGENERAL STATEMENT OF JOB

Under limited supervision, this position performs a variety of complex administrative functions in support of the Administrative, Intellectual and Developmental Disabilities, Medication Management, Opportunity House, Central Intake/Same Day Access and Substance Use Disorder services in the Department of Behavioral HealthCare Services. Reports to the designated supervisor.

ESSENTIAL JOB FUNCTIONS

Performs administrative support work such as preparing information from typed or handwritten copy, which may be required for preparing cases, correspondence, memoranda, reports, schedules, records, cards, etc., makes copies,  assumes responsibility for correctness of spelling, punctuation, grammar and format.   Maintains calendars and scheduling and routing appointments.  Assists staff with faxing, copying and filing documents in consumer charts.

Utilizes computerized data entry equipment and various word processing, and/or file maintenance for programs to enter, store and/or retrieve information, as requested, or otherwise necessary; establishes files and modifies existing files.

Enters consumer's behavioral medical records and other confidential information into the computer system; initiates, reinstates, researches, updates, transfers, and closes consumer cases.  Prepares comprehensive reports of activity.  Complies with Health Insurance Portability and Accountability Act (HIPPA) compliance information and protected health information (PHI) to ensure the privacy of each client's medical information.

Maintains directories, policy, mandates, and procedure manuals by inserting transmittals that contain revisions, clarification and revised policy of the Department of Behavioral Healthcare Services, city, and from federal and state authorities.

Answers telephone and greets visitors; receives inquires and complaints, providing information based on general knowledge of programs and activities, referring callers to appropriate personnel, or routes messages for department personnel, as necessary.  Assists with compiling timesheets, leave requests and submission of information to payroll staff.  Sorts and distributes incoming mail, requisitions and maintains office supplies and order required forms

Assists in conducting orientation of consumers informing them of their rights and responsibilities while receiving services; receives applicants and maintains documentation of service, as needed.  Assists with prevention activities as needed.

 Interacts and works with behavioral healthcare population, legal guardians, court appointed representatives and medical personnel, such as doctors, nurses, and psychiatrists.  Directs subpoena notices to the Medical Records division.

Completes correspondence in Electronic Health Records (HER) for all clinical staff by entering data daily using current procedural terminology (CPT) codes for billing code for therapy providers, record laboratory results and distribute this information weekly to the clinical staff, sort and distribute mail daily.  Take weekly minutes for Case Review and Integrated Treatment Team (ITT) meetings and distribute to attendees.  Assist office staff with the delivering of city cars to the garage for maintenance, as needed.

Assists with the Commission on Accreditation of Rehabilitation Facilities (CARF) survey for national accreditation by creating and producing reports, spreadsheets, organizational charts and notebooks.

Performs other related work as required.   Individual assignments will be determined by supervisor based on current workload and department needs.PERFORMPERFORMANCE INDICATORS

Knowledge of Job: Has considerable knowledge of city and department rules, regulations, policies and procedures, and the ability to interpret them.

Has considerable knowledge of the organization and functions of the city. Has considerable knowledge of modern office practices and procedures. Has considerable knowledge of arithmetic, spelling, grammar, punctuation and vocabulary.

Is skilled in the operation of common office equipment, including personal computer and/or word processor, spreadsheets and file maintenance programs. Is able to make routine managerial decisions independently in accordance with laws, regulations, and city policies and procedures, and to solve problems and answer questions. Is able to develop and modify work procedures, methods and processes to improve efficiency.

Is able to screen communications and, based on content, handle independently or route to proper source. Is able to gather information from a variety of sources and draft documents. Is able to establish and maintain moderately complex files.

Is able to communicate effectively orally and in writing. Is able to exercise tact and establish and maintain effective working relationships as necessitated by work assignments.

Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities.

Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co-workers and the public.

Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions."

Dependability: Assumes responsibility for doing assigned work and meeting deadlines.

Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.

Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountability. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment: Exercises analytical judgment in areas of responsibility.

Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.

Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same.

Questions such instructions and direction when clarification of results or consequences are justified, i.e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.

Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit.

Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the public to maintain good will within the city. Interacts effectively with fellow employees, supervisor, professionals and the public.

Coordination of Work: Plans and organizes daily work routine.

Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly.

Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedule. Maintains a calendar for meetings, deadlines and events.

Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies.

Sees that the standards are not violated. Maintains a clean and orderly work place.EDUCATION & EXPERIENCE

Graduation from high school or equivalent and 3-5 years of progressively responsible clerical work experience; or any equivalent combination of education and experience. Experience with payroll, billing and coding, and EHR systems preferred.

SPECIAL REQUIREMENTS

Requires a comprehensive background investigation to include a local, state and federal criminal history check; and a sex offender registry check.

Individuals in this position cannot be listed as having a founded child abuse or neglect complaint.

Requires a valid driver's license with an acceptable driving record.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIREDTO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements: Must be physically able to operate a variety of automated office machinery and equipment including computer, printer, typewriter, calculator, facsimile machine, copier, multi-line telephone systems, etc.

Must be able to exert up to 20 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for sedentary work. Light work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural or composite characteristics (whether similar or divergent from obvious standards) of data, people or things.

Interpersonal Communication: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving instructions, assignments or directions from management.

Language Ability: Requires the ability to read a variety of checks, reports, records, etc.

Requires the ability to prepare letters, purchase orders, payment requests, checks, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction and style. Requires the ability to speak to people with poise, voice control and confidence. Ability to make presentations.

Intelligence: Requires the ability to apply rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in Standard English and possess considerable knowledge of terminology common to assignment.

Numerical Aptitude: Requires the ability to utilize mathematical formulas; to add and subtract totals; multiply and divide; to determine percentages and decimals, interprets graphs, compute discount interest, profit and loss, ratio and proportion, etc.

Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape.

Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment.

Manual Dexterity: Requires the ability to handle a variety of items, automated office equipment, etc.

Must have minimal levels of eye/hand/foot coordination.

Color Discrimination: Does not require the ability to differentiate between colors and shades of color.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress.

Physical Communication: Requires the ability to talk and/or hear: (Talking: expressing or exchanging ideas by means of spoken words. Hearing: perceiving nature of sounds by ear.) Must be able to communicate via telephone.

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS

The City of Portsmouth is an Equal Opportunity Employer.  ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities.  Prospective and current employees are invited to discuss accommodations.

This is a class description and not an individual position description.  A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification, but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.