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SalarySummary:
Customer Services Administrative support staff are the first point of contact for consumers and visitors at Monroe Community Mental Health Authority. They provide CUSTOMER SERVICES ADMINISTRATIVE support to the agency, provide back-up to the PHS Program Assistant and Appointment Scheduler. They have contact with consumers, visitors, all departments of the agency, and contracted providers. They are skillful in handling face-to-face, telephone, and electronic communications. Knowledgeable of the Authority structure, and skillful in computer software, programs, and office equipment. Direct supervision is received from the Customer Services Supervisor.
This position will be working from our 428 S. Monroe St. location.
Customer Services Administrative Support Staff Duties and Functions:
- Responsible for opening and closing of the agency main entrance.
- Greets all consumers and visitors to the agency and contacts the proper party.
- Responsible for operation of the agency phone system, including answering calls and transferring.
- Responsible for incoming/outgoing faxes along with the transmittal log and fax distribution to the recipient.
- Responsible for incoming/outgoing mail and mail distribution to the recipient.
- Receives incoming deliveries to the agency and contacts the appropriate recipient(s).
- Assembles and maintains blue folders containing intake packets for recently opened consumers for the Access Department.
- Maintains inventory and ordering of agency office supplies.
Appointment Scheduling:
- Schedules, cancels, and reschedules clinical appointments in the computerized scheduling system.
- Schedules, cancels, and reschedules Access appointments in the computerized scheduling system.
- Runs and uploads report that initiates reminder phone calls for all consumer appointments.
Clerical, Filing, and Chart Maintenance Duties:
- Maintains filing system consistent with the regulations set forth by the State of Michigan, Michigan Mental Health Code, MDHHS, and policy.
- Maintains all active, closed, overflow/purged, microfiche, and deceased filing along with associated logs.
- Complies with record retention guidelines as required by the Affiliate Records Retention policy under the governance of the State of Michigan approved general schedule.
- Completes data entry, scanning, and other administrative support duties as assigned.
Manage Release of Information Requests:
- Reviews authorizations for the release of information prior to preparation of records to prevent breaches in confidentiality.
- Releases consumer information in accordance with the laws and regulations.
- Logs releases of information and provides an accounting of disclosure when requested by the consumer/guardian.
Other related duties as assigned:
- Maintains current skills and develops new skills to maintain current competence essential for implementing job duties and responsibilities.
- Follows verbal and written direction when completing tasks as assigned by due dates.
- Maintains working knowledge of software applications used in performance of daily duties.
- Communicates within the agency, consumers/guardians/families and external providers and community agencies that promotes dignity and respect.
- Serves as back-up to the PHS Program Assistant as directed by CS Supervisor.
- Responsible for incoming/outgoing faxes along with the transmittal log and fax distribution to the recipient.
- Assists Chief Medical Director and Prescribers with clerical tasks.
- Serves as backup to the Appointment Scheduler as directed by CS Supervisor.
Education, Training, and Licensing Credentials:
Minimum of a high school diploma (or equivalent) with two years of administrative support experience, ability to type 45 wpm, corrected. Must pass tests in Microsoft Word, Excel, and Outlook at the level of “basic” proficiency, with “intermediate” proficiency preferred. One year experience with computerized scheduling and administrative support duties including answering phone calls and strong organizational CUSTOMER SERVICES skills and interpersonal communication skills are a must. One year experience and working knowledge is required of the compliance requirements related to the processing of Release of Information requests. Knowledge of and experience in working with families and their children with an SED diagnosis, families and their children with an IDD diagnosis, adults with an IDD diagnosis, and with mental illness is preferred. Work experience in the Clinical Services Treatment environment preferred.
Other Competencies and Abilities:
Must be customer service focused, excellent problem-solving skills, and the ability to communicate effectively. Must have the ability to work in a complex, detail-oriented, deadline structured, busy organization. The following physical and mental abilities are required: frequent lifting or carrying up to 15 pounds, must be able to hear, frequent sitting/standing/walking, ability to communicated effectively in person and/or phone, the ability to read, analyze and interpret information, ability to write correspondence and procedures, ability to maintain records, ability to solve practical problems, ability to define problems, collect data, establish facts and draw valid conclusions, Demonstrated proficiency in MS Outlook, Word and such other applications if/when required. Ability to be trained and successfully complete other computer training as required. Valid driver’s license, proof of current automobile insurance and driving record determined by the Authority’s insurance carrier to be eligible for coverage if required as part of positions duties.
