Behavioral Health Client Support Specialist (bilingual Eng-Span)

position SUMMARY

CLUES’ Certified Community Behavioral Health Clinic (CCBHC), Abriendo Caminos, will be providing immediate access to supportive, high-quality, culturally-responsive and integrated Behavioral Health services and pathways to wellness for the Latino Community, regardless of insurance status or ability to pay. The CCBHC model provides CLUES with a model for sustainable Behavioral Health service provision, which translates to increased access to consistent care for wellness in the Latino community. 
The Behavioral Health Client Support Specialist provides receptionist support to a main office, including welcoming and directing clients, answering phones, data entry, and clerical support. Represents the agency as the first point of contact for all clients and visitors.  Uses high level customer service skills, bilingual ability in Spanish and English, and cultural sensitivity to direct clients, visitors, and staff to appropriate resources in the agency. Serves as knowledgeable resource for agency regarding both external and internal resources that can benefit CLUES clients. Helps clients to navigate available resources by determining appropriate fit and making referrals. In addition, supports the work of the Client Support Services and Behavioral Health Departments.  

Department: Behavioral Health
Reports to: Behavioral Health Intake & Care Coordination Supervisor
Location: CLUES Minneapolis Behavioral Health Clinic, MN 
Position Type: Regular
Schedule: Full-Time. Generally, Monday – Friday office hours. 
Estimated Pay: $16.00 to $18.00 (depending on experience & qualifications). 
Benefits: Full benefits package available in accordance with current CLUES policies—includes: medical, dental, vision, critical illness, accident, and life insurance (with AD&D); long term and short-term disability; pre-paid legal services and ID theft protection; retirement plan; educational assistance; paid holidays; and paid time off. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees reception area while performing receptionist duties in English and Spanish, including but not limited to: welcoming and directing clients, checking-in clients and visitors for appointments, answering phones, data entry, and clerical support. Maintains organized and clean reception and client waiting area
• Provides information and referral services to callers and walk-in clients. Makes appropriate referrals within CLUES and external to community organizations/resources. Is familiar with and knowledgeable of CLUES services and other regularly utilized referral sources.
• Maintains flow of incoming and outgoing correspondence. Receives, dates and distributes incoming correspondence on a daily basis. Prepares outgoing correspondence on a daily basis.
• Conducts office opening and closing procedures applicable to the shift assigned in order to ensure the office is ready for business open or close, including locking or unlocking doors and securing gates, etc. as required.
• Provides client data entry support for departments as directed, including assisting clients with completion of Behavioral Health Surveys and assessments in the Electronic Health Record.
• Assists department leadership with daily office and client support activities, including but not limited to additional administrative tasks, special projects, scheduling and reservations, light accounting and inventory.
• Processes client cash and electronic payments and posts payment to the Electronic Health Record.
• Collaborates closely with Behavioral Health Intake, Leadership and staff to ensure quality and continuity of care for clients.
• Serves as knowledgeable resource for department and agency overall regarding both external community resources and internal CLUES services.
  • Responsible for sharing and keeping agency’s community resource and internal referral contacts listings for clients up to date and regularly verifying accuracy of information (including contact phone numbers, etc.) – includes checking-in regularly with external partners and on-site navigators (e.g., Cultural Broker, Supports Navigator, etc.) to discuss and share knowledge of current resources, Application and referral procedures, and best practices.
  • In collaboration with direct supervisor, provides detailed orientation for new Behavioral Health Client Support Services staff regarding external and internal resources, application and referral processes.
  • Helps CLUES clients navigate available external and internal resources by determining appropriate fit, making referrals, explaining procedures for applying, etc.
• Maintains client confidentiality in accordance with HIPAA, agency policies and other applicable laws, regulations and ethical standards.
• Promotes the mission, operating values, and agency services of CLUES within the community.
• Carries out all other duties as assigned by supervisor or department leadership.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other duties or tasks may be assigned as required. Management may modify, change or add to the duties of this description at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

SUPERVISORY RELATIONSHIPS

• This position has no supervisory responsibilities.

QUALIFICATION REQUIREMENTS

education, Experience & Key Abilities

• Associates degree (A.A.) from a community college or vocational school or equivalent with at least 1 year of experience providing general administrative support.
• Bilingual in Spanish and English with cultural sensitivity and awareness required.
• Excellent interpersonal communication skills and customer service skills.
• Strong computer background and knowledge of software applications including Microsoft Word, Excel, Outlook and Internet. Proficient with computer technology and networking, and experience in basic technical support and troubleshooting, a plus.
• Must be organized, have the ability to work under pressure and stress, have attention to detail and the ability to multi-task in a fast-paced environment.
• Self-motivated and proactive problem solver.
• Knowledgeable of and experienced in accessing community resources that can serve client needs preferred.

Language Skills

• Effective communication in English and Spanish, both verbally and in writing, required.
• Ability to read, analyze, and interpret written materials, including reports, contracts, and proposals.
• Ability to effectively present ideas and information in and organized and effective manner, including writing reports.
• Ability to maintain accurate documentation and respond appropriately to questions from clients, co-workers, management and external parties.

Computer Skills

• Proficient working knowledge of email software, the Internet, databases, and common Windows-based programs, including Microsoft Office Word, Excel and PowerPoint required.
• Must be willing to attend training to advance technical skills and maintain appropriate skill levels to perform job duties.  

WORKING CONDITIONS

Background check

• Must pass a criminal background check, DHS background study, and MS-604.20 background check. As a condition of continued employment, staff person may be required to submit to and pass these background checks, including resubmission and reverification of passing these background check requirements.

ABOUT US

Comunidades Latinas Unidas En Servicio (CLUES) is a non-profit leader in behavioral health and human services. The organization was founded in 1981 with a vision for improving the quality of life of the Latino population in Minnesota. Today, CLUES is Minnesota’s largest Latino agency. Our mission is to advance social and economic equity and wellbeing for Latinos by building upon our strengths and cultures, uplifting our community, and activating leadership for systemic change. Although our services focus on the Latino family, our experience and capabilities enable us to serve individuals and families from all walks of life including new immigrants and low-income families who dream of a better future.  Our programs and services encompass a holistic approach to addressing the complex and interrelated barriers our community faces, including programming that advances Community Wellness, Community Leadership, and Community Prosperity. Our services uphold and celebrate cultural richness and community assets as we connect individuals and families to resources, skills, institutions, and opportunities.  We employ a diverse, multi-cultural staff to ensure our services are linguistically and culturally relevant.