Job description

The mission of For a Health Treatment and Recovery is to work with individuals, families, and communities to create freedom from addiction. We are committed to providing a wide range of accessible, coordinated and well-integrated services that benefit the community and support our patients to recover and to maintain recovery from addiction. To maintain an organizational culture which supports the mission, each employee will, at a minimum:

1. Have a basic knowledge of substance use disorders
2. Recognize the importance of family, social networks, and community systems in the treatment and recovery process.
3. Respect the diversity and uniqueness of each person and organization we serve.
4. Recognize that a healthy work environment is maintained through the practice of mutual respect and healthy self-care.
5. Uphold the highest standard of customer service to patients, referents, and all community partners.

The patient support associate assures that this mission is the foundation for the delivery of services and carrying out job duties.

POSITION SUMMARY
The role of the Patient Support Associate (PSA) is to provide high level customer service, reception and clerical support to patients and staff. This facility houses residential and outpatient admissions and services, withdrawal management services and administrative operations. The patient support associate (PSA) is the initial face of Fora Health Treatment and Recovery and they’re responsible for creating a welcoming atmosphere for the public. The patient support associate (PSA) interfaces with all agency systems to fulfill these functions and provides operational support.

ESSENTIAL JOB FUNCTIONS
The following areas of focus, and their associated tasks, should be accomplished in a context of support to the outpatient, residential, admissions, mental health, family therapy, medical, detox, and all other departments. The support takes the form of teamwork and communication with these departments.

1. The PSA provides support to the outpatient team so that the day-to-day business of Outpatient Services run smoothly.
a) Greets new patients and all other visitors directly, checks patients in for groups and appointments, notifies counselors of patient arrival, takes payments when necessary. b) Answers phones, schedules appointments, takes messages when necessary, sends faxes, and completes copying assignments. c) The PSA works cooperatively with PIC and outpatient counselors to facilitate outpatient admissions. Upon patients arrival, confirms the nature of the intake appointment with patients and hands them intake documents to be filled out prior to assessment, explains the outpatient intake process to patients and answers any questions they may have. d) Scans copies of patients identification and insurance card if private insurance, saves these to EHR, notifies PIC of patients arrival via email. e) Prepares orientation paperwork in Essentia, once patient has met with PIC, takes patients back individually to go through orientation paperwork, explain the
Privacy Notice, Adult Patient Rights, and Outpatient policies to the patients, assists patients in completing necessary clinical documentation prior to enrolling in outpatient services: Consent to Treatment, Releases of Information, scheduling guidelines, etc. f) Notifies outpatient counselors of intake arrivals and assessment plan, keeps counselors updated with the intake process. g) Assists patients with UDS if technicians are unavailable. h) Uploads patients group schedule to Essentia. i) Manages the rooms to accommodate staff needs for this and the other departments. j) Cross trains with the outpatient team on facilitating UDS with patients. Providing coverage when LDS

2. The PSA provides support to the Admissions team so that the day-to-day business of Admissions run smoothly. a) Greets new patients and all other visitors directly, checks patients in for residential intake appointments, explains intake process to patients and support persons, scans copies of the patients identification and insurance cards and uploads these into EHR. b) Notifies Admissions counselors, PIC, and UDS technicians of patient arrival via email, takes payments when necessary, escorts patients to the residential waiting area. c) If UDS technicians are unavailable, PSA assists patients with baseline UDS, breathalyzer, and pregnancy test if needed, reports the results to the admissions team.

3. The PSA provides support to the Detox team so that the day-to-day business of Detox Admissions run smoothly. a) If a Detox staff member is unavailable, the PSA opens the front doors at 8:00am and escorts detox patients into the designated waiting area, instructs patients to complete any necessary forms and await further instructions from a detox staff member. b) Communicates with the detox department about bed availability and status of detox admissions, assists patients with the UDS, explains admissions process to patient and support persons.

4. The PSA supports the Residential, program:
a) Checks residential patients in for appointments with other departments, and re- routing patients not scheduled or who do not have proper documentation b) Daily communicates to the Residential Counselors the following day’s resident appointments for various departments. c) Assists residential-to-outpatient transitioning patients with the transition paperwork. d) The PSA should make every effort stay informed of residential program policies in order to answer questions from potential patients and their support people.

5. The PSA supports the Mental Health, Medical and Family Therapy programs: a) Checks patients (or family members) into appointments. b) Collects payments for services where applicable. c) Reserves rooms for appointments when needed.

6. The PSA supports the DUII program: a) Receives DUII referrals, entering key data in Essentia. b) Sends initial DUII Welcome Letter to referred patients. c) Scans referrals into EHR and emails to the patients primary counselor, if applicable. d) Answers specific questions about the DUII program on the phone and in person.

7. The PSA supports the functions of Administrative team. a) Provides the patients centered face of De Paul as one of the greeters during business hours. b) Directs and routes visitors and patients. c) Controls visitor passes, confidentiality procedures and, when appropriate, serves as the gatekeeper to limit access to the building, patients or staff. d) Calls patients to advise patients of open balances and determines if collection can be received. e) Cross train with the patient intake coordinators to provide support with key tasks.

8. The PSA is responsible for upkeep of the Front Desk and reception areas: a) Makes sure all admissions and outpatient forms are current, legible and in full supply. b) Order supplies for the Front Desk as needed. c) Keep the lobby tidy and presentable for visitors.

SUPERVISORY FUNCTIONS

• This position has no supervisory duties.

ADDITIONAL JOB RESPONSIBILITIES

• Special projects and other duties as assigned

QUALIFICATIONS

• EDUCATION AND EXPERIENCE REQUIRED
• High school diploma or equivalent required, bachelor’s degree preferred.
• Two years of customer service experience including heavy contact with the public required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Knowledge of customer service principles and practices.
• Proficient in relevant computer applications- MS Office.
• Excellent data entry and typing skills.
• Experience working with social services, behavioral health and A & D population a plus.
• Spanish language proficiency preferred.

OTHER REQUIREMENTS

• Verification of Sobriety, per Oregon Administrative Rules (OAR) standards
• DHS Background Check Approval
• Successful completion of Drug Test upon hire
• Documentation of Tuberculin test and/or evaluation with negative results or evidence of non- communicability

WORKING CONDITIONS

• This position generally works in an indoor office environment with infrequent travel between sites or to special events.
• Position requires some overtime, including evening and weekend work. Adjustment of work schedule may be required.

Job Type: Full-time

Pay: $18.70 - $21.54 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Portland, OR 97216: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

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