General Functions:
The Administrative Support Specialist provides essential administrative and customer service support for Recovery and Reentry services, ensuring daily operations run smoothly through professional participant interaction and comprehensive administrative assistance. This position assists with ordering office supplies and equipment, answering phones, and performing data entry by entering, updating, and maintaining data in a variety of databases and spreadsheets. Working in partnership with our people, the Administrative Support Specialist helps develop opportunities that fulfill our endless potential while ensuring compliance with CITC policies, procedures, and practices on participant privacy in accordance with 42CFR Part 2 and HIPAA regulations. The role serves as the first point of contact for participants and stakeholders, creating a welcoming environment that promotes recovery and reentry success.
Duties and Responsibilities:
Administrative Support Specialist I
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Provide excellent customer service to participants by addressing concerns, questions, and complaints with professionalism and empathy.
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Operate multi-line phone system and route calls and tasks appropriately to ensure efficient communication flow.
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Manage and respond to email communications promptly and professionally while handling customer inquiries, follow-ups, and correspondence.
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Perform data entry by entering, updating, and maintaining data in a variety of databases and spreadsheets with accuracy and attention to detail.
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Order office supplies and equipment as needed to support departmental operations and maintain inventory levels.
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Execute participant check-in processes and manage visitor access in accordance with Recovery and Reentry policies and procedures.
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Maintain accurate and timely documentation in the Electronic Health Record (EHR) system for all participant interactions.
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Assist with scanning, labeling, uploading, and indexing of documents into the EHR system to support clinical operations.
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Support all Recovery and Reentry programs and locations with administrative tasks including correspondence preparation and document editing.
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Coordinate and organize departmental activities such as meetings, travel, conferences, and special events as directed by supervision.
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Maintain organization and cleanliness of front desk and surrounding office areas to ensure professional appearance.
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Develop understanding of patient perspectives and needs while working to meet their expectations through culturally responsive service.
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Maintain positive working relationships with CITC staff and personnel from partnering organizations and referral sources.
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Participate actively as a member of the administrative team and contribute to departmental goals and objectives.
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Maintain confidentiality according to all state and federal regulations, policies, and procedures.
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Perform all related duties as needed and assigned.
Administrative Support Specialist II
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Perform all duties and responsibilities of Administrative Support Specialist I with an advanced level of proficiency.
Job Specifications:
- Excellent public contact skills with professional telephone etiquette and customer service orientation.
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Excellent verbal and written communication skills with knowledge of proper grammar, vocabulary, spelling, and proofreading abilities.
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Proficient use of personal computers, standard office equipment, and Microsoft Office business software including Word and Outlook.
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Demonstrated ability to work effectively in a multi-task environment with excellent organizational skills and attention to detail.
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Ability to prioritize workload, adapt to changing priorities, and work independently with minimal supervision.
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Demonstrated ability to make sound decisions, exercise good judgment, and maintain sensitivity regarding confidential information.
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Ability to actively participate in CITC privacy training and protect participant information in accordance with CITC privacy policies, procedures, and practices as required by federal and state law.
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Understanding that participant information may only be accessed to the extent necessary to complete job duties and shared on a need-to-know basis with those who have job responsibilities related to treatment, payment, or other CITC operations.
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General knowledge and understanding of the social, health, educational, training, and cultural needs of the Alaska Native and American Indian community.
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Ability to work collaboratively with team members while maintaining professional relationships across departments.
Minimum Core Competencies:
CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.
Minimum Qualifications:
- Employment is contingent upon completion of satisfactory state and federal fingerprint criminal background check.
Administrative Support Specialist I
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High school diploma or GED.
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One (1) year of experience working in a customer service support role.
Administrative Support Specialist II
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High school diploma or GED.
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Two (2) years of experience working in a customer service support role.
Preferred Qualifications:
- Four (4) years of experience in a customer service support role.
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Three (3) years of working knowledge of HIPAA, ROI's, and CARF standards.
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Experience in the healthcare field including front desk, clinical, or medical assistant roles.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- May require prolonged periods of sitting, standing, and moving.
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Must be able to lift up to 50 pounds occasionally, by utilizing proper lifting techniques and working in a safe manner.
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May involve use of office equipment, tools, and other equipment as necessary. Possible bending, stooping, reaching, kneeling, and crouching.
Disclaimer
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.
