Behavioral Health Support Staff

Job Title: Behavioral Health (BH) Support Staff

Job Summary

The Behavioral Health (BH) Support Staff serves as the first point of contact for ACC clients in an office environment. This role coordinates communication and services between Clinical Staff and patients and manages crucial patient data for the outpatient office. The BH Support Staff ensures efficient office operations and supports clinical functions to maintain high-quality patient care.

Essential Functions

• Operate computer systems and software to access and document client information (ACC-specific and county-required EMR platforms, virtual platforms).
• Sit for extended periods as required by office duties.
• Communicate effectively with patients, guests, and staff using proficient written and verbal skills.
• Verify insurance and collect/post payments.
• Provide full-time, on-site coverage and support across all designated locations as needed.

Qualifications

• Required: Bilingual fluency in English and Arabic.
• Typing speed: 45 words per minute.
• Minimum of 1 year of experience in general medical or outpatient office procedures.
• Strong interpersonal and conflict resolution skills to work effectively within a dynamic interdisciplinary team.

Duties & Responsibilities

• Open the office, greet clients and visitors, and ensure the reception area is fully operational at the start of business hours.
• Follow office protocols for shutting down appliances, locking necessary doors, and maintaining security.
• Create spreadsheets, manage data, and produce documents using desktop publishing programs.
• Complete monthly, quarterly, and annual reports as requested by Supervisors, Billing Director, or Quality team.
• Answer phone calls, relay messages, and manage communications via telephone and email.
• Organize and maintain office forms, stationery, and front desk supplies.
• Coordinate intake appointments, including internal screenings, Ability-to-Pay forms, insurance verification, CMH screening, and follow-ups.
• Enter client data continuously into the ACC Birdseye database.
• Review consents, IBPS/PSA, LOCUS, and treatment plans for current dates.
• Verify authorizations prior to doctor appointments to ensure payer coverage.
• Schedule and maintain initial & tri-annual psychiatric evaluations for adults and annual evaluations for children, as well as monthly to bi-monthly medication reviews.
• Maintain calendars (FOCUS, ACES, ODIN, MH-WIN) to log intake and annual appointments.
• Manage medical records queue and ensure requests are mailed/faxed promptly.
• Maintain intake packets, brochures, and required posters/flyers in the main lobby (English and Arabic).
• Maintain records for psychiatrists, including medication consents and client scheduling.
• Report client complaints to the RR Officer or Grievance and Appeals Coordinator.
• Make reminder phone calls for appointments if text/call features are not enabled.
• Perform additional duties as assigned.

Physical Requirements and Working Conditions

• Ability to lift up to 10 pounds and perform moderate physical activities such as walking, bending, stooping, standing, and sitting for extended periods.
• Reasonable accommodations will be made for qualified individuals with disabilities.
• Work environment is primarily indoors; minimal outdoor event work may be required.

Supervisor Hierarchy

The BH Support Staff reports directly to the Clinical Supervisor and Director of Behavioral Health.