Clerical II - Clerical Support - 004

JOB SUMMARY: The Clerical Support II employee assists consumers and employees with the day-to-day functions of various facilities to ensure the efficient operation of the location.  They are generally the first- and last-person consumers speak to and is an integral part of the recovery process. A successful Clerical Support employee is motivated by helping others.  They enjoy a challenging atmosphere, staying busy, being part of a productive team, and multi-tasking with a variety of duties.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification with or without an accommodation. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• General Functions: A focus on empathetic and respectful customer service is vital to satisfactory job performance.  The ability to demonstrate exceptional communication, complex decision making, and de-escalation skills while maintaining patience and understanding during potentially difficult situations is a fundamental aspect of this position. 

• Consumer Services:

• Check consumers in/out
• Scheduling/rescheduling all appointments/services performed by facility staff
• Assist consumers with payments, referrals, and other paperwork as needed; write/fax contracts; handling of trust accounts as needed
• Enter DAP/contact notes in EMR
• Problem solving with consumer; referring consumers to appropriate department/program
• Call in meds after approval, run medication profile

• Insurances:

• Collect third party insurance information and forward to Office Manager
• Verify/enter insurance information

• General Office Duties:

• Prep/close office, filing/creating consumer charts, phones, mail distribution, data entry, requisition orders, bank deposits, lock box, other general office duties as assigned dependent on location

• Specialized Clerical II Functions: In addition to the above general functions, a Clerical II employee will be assigned specific roles within the Clerical Department.

• This position may handle Petty Cash and Trust Accounts for various assigned programs throughout the residential continuum at LifeStream.  Programs assigned and day-to-day work within programs may evolve as needs arise.
• Centralized Scheduling for assigned programs.  Programs assigned and day-to-day work within centralized scheduling may evolve as needs arise.

• LSBC reserves the right to change the location of work and that an employee may be required to work from any office or department of the company as the need arises or due to company demands.

COMPETENCIES: Knowledge, Skills, Abilities, and Motivation (KSAM) required for an employee to be successful. 

• Serving Our Consumers: Effectively meeting consumer needs, building productive consumer relationships, and taking responsibility for consumer satisfaction and loyalty.  

• Consumer Focus: Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
• Valuing Diversity: Works with and values all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes; supports equal and fair treatment and opportunity for all.
• Interpersonal Savvy: Relates well to all kinds of people, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

• Effective Communication: Clearly conveying information and ideas to individuals and groups in a manner that engages the audience and helps them understand and retain the message. 

• Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
• Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation.
• Informing: Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information. 

• Continuous Improvement: The ongoing process of achieving positive changes in service and processes in order to improve efficiency and quality. 

• Organizing: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment.
• Learning on the Fly: Learns quickly when facing new problems; open to change; experiments and will try anything to find solutions.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at hones analysis; looks beyond the obvious and doesn’t stop at first answers.
• Process Management: Good at figuring out the processes necessary to get things done; understands how to separate and combine tasks into efficient work flow; can see opportunities for synergy and integration where others can’t; can simply complex processes; gets more out of fewer resources.
• TQM/Re-Engineering: Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes. 

• Expertise: Demonstrating proficiency of an employee's skill or knowledge within their field of practice. 

• Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

JUDGMENT/DECISION MAKING:  Must be able to assure consumer confidentiality while maintaining open lines of communication.  Must have the ability to identify potential and actual issues relating to the safety of consumers and solve or refer to the appropriate individual. 

EDUCATION & EXPERIENCE: 

Education:

• High School Diploma or equivalent required

 Experience:

• Associate degree preferred
• Minimum of One (2) year experience in office setting including the use of computer systems required
• Minimum of Three (4) years’ experience in a medical office setting preferred 

Driving Requirements: 

• Must be Over the age of 21 required
• Minimum of 5-years driving experience required
• Possess a Valid FL Driver’s license (within 30 days of hire if currently do not possess)
• Possess a continuously valid US Driver’s license for the past three years, from date of issue required
• Safe Driving record required

TRAINING & DEVELOPMENT: Completes all requirements according to Individual Training Plan within the first six months of hire and annually.