Front Desk Assistant

A. Position Location/Pertinent Information:

Employment/FLSA Status: Full-time/Non-exempt

This position is primarily responsible for front desk support to the office to which they are stationed, however, the Front Desk Assistant can be asked at any time, with or without notice, to travel to another site and cover the front desk duties in the event of a staff shortage or need for cross training.

B. Duties/Responsibilities:

1. Answer the phones at Human Services, Inc., in a friendly and welcoming manner.
2. Direct all incoming calls to the appropriate staff.
3. Schedule appointment for Prescribers:
   1. In the event of any cancellation, refer to the waitlist to schedule appropriate openings.
   2. When cancelling appointments for clients that do not attend one of their scheduled appointments, alert the team of the no show or late cancellations that meet the requirements for agency discharge.
   3. Check for and contact clients on the waitlist or emergency medication checks and/or make a medication check or psychiatric evaluation update when a client cancels a psychiatric evaluation appointment.
4. Request and check each client’s photo identification and insurance cards at each visit.
5. Update client demographic information in Credible at each visit.
6. Manage the collection of co-pays/co-insurance and balances from clients prior to appointments.
   1. Reschedule an appointment with the client if the client does not have their co-pay at the time of their visit and communicate the rescheduled appointment with the client’s therapist.
   2. Provide information to clients on making payment arrangements/payment plans if necessary.
   3. Receive and enter client payments in Credible.
7. Receive and distribute mail and faxes appropriately.
8. Transmit/scan/email Explanation of Benefits (EOBs) to Coordinator of Billing and Revenue.
9. Receive, log in and secure deliveries of medications immediately.
10. Complete the log in of samples given to the agency by the pharmaceutical reps in accordance with the Sample Login Procedure at each location including assuring that psychiatrists are signing the medication log book when accessing any medication samples.
11. Schedule pharmaceutical drug rep visits and lunches in accordance with applicable procedure.
12. Scan documents in to client charts and as assigned by any clinical, nursing or case management staff.
13. Draft letters to Primary Care Physicians for person supported following a psychiatric evaluation.
14. Update Involuntary Outpatient Commitment (IOC) dates into Credible
15. Complete fiscal intake process for clients who receive intakes at Lancaster Ave. location and where ever applicable (Usually FACM)
16. Typing recommendation letters for FACM referral sources
17. Run EVS/Navinet reports, as requested
18. Printing appointment slips for front desk.
19. At all locations within the organization, perform a daily reconciliation of visits and collections posted in Credible. Each office is responsible for submitting this information to the A/P Coordinator weekly, preferably on the same day each week, and following the lock box procedure to keep all monies secured.
20. Prepare a “cash log” for all “non-office-visit” collections [insurance reimbursement checks, client mail payments (Checks and Credit Cards) donations et al.] Each office is responsible for following the safe lock box procedures and submitting said documentation to the A/P Coordinator weekly, preferably the same day each week.
21. Depending on the hours of operation at any of the clinics within the organization, work a flexible schedule outside of traditional business hours to accommodate the needs of the outpatient clinic.
22. Be able and prepared to work in an alternate work location at any time with or without notice to assist when there is a need.
23. Other duties as assigned by supervisor.

C. Additional Responsibilities:

1. Receive intake calls for all programs (AM/DV/RT/ASO) – phone screening then schedule intakes
2. Outreach calls to people when referral paperwork is received from probation or court for scheduling, all programs
3. Request Affidavit and Sentencing sheets from probation using form letter
4. Provide referral source with notifications of scheduled appointments/anticipated completion dates
5. Receive client calls and answer questions, reschedule appointments, call referral source if client has problem
6. Send referral sources successful/unsuccessful discharge summaries
7. Email correspondence with probation (multiple reasons – checking on progress, id issues etc.)
8. Send shoplifting workbooks to National Shoplifting Association
9. Request records from other agencies for client charts
10. Print weekly attendance sheets and put in group folders
11. Print assignments, as needed
12. Notify clients of polygraph appointments (phone and letter)
13. Send monthly summary reports to all referral sources for all ASO clients every month
14. Work with probation/parole/DC for requested information, notifications of noncompliance/written warnings, etc.
15. Update client insurance, 90 day fee reduction approvals, etc.
16. Attend Probation meeting and receive and follow up on paper referrals
17. Fax information on programs to referral sources, as changes are made.
18. Verify polygraph payments for invoice

Employment At-Will

1. Your employment is at will. This means that you or Human Services, Inc. may terminate your employment at any time, for any reason, with or without notice. Nothing in this job description or in any oral or written statement shall limit the right to terminate employment at will.