Behavioral Health Services Representative I/II

County of San Benito; Hollister (CA); On-site; USD 42,000 - 66,000; Full time

Job summary

County of San Benito in Hollister, CA is seeking an experienced administrative specialist to support behavioral health services. The role involves front-office duties, client referrals, and coordinating access to services while ensuring accurate record-keeping and compliance.

You will assist with billing, eligibility, and financial documentation, work with electronic health records, and collaborate with clients, staff, and contractors to maintain efficient, confidential service delivery.

Qualifications

• Education and experience required for administrative support roles.
• Experience in healthcare or behavioral health settings preferred.
• Strong organizational and communication skills.

Responsibilities

• Provide front-office and client support including information, referrals, and service-access assistance.
• Support financial services related to client eligibility and billing.
• Maintain and update client, financial, program, quality assurance, and information system records.
• Review, organize, and track documentation for accuracy, compliance, and continuity of services.
• Coordinate with clients, staff, contractors, and other stakeholders to facilitate services.
• Provide lead direction and training to Behavioral Health Representative I staff as needed.

Skills

Bilingual English/Spanish

Education

High school diploma or GED equivalency

Job description

This is a bilingual (English/Spanish) recruitment. Candidates must be proficient in both languages to be considered.

Definition

Under general supervision, performs a variety of specialized administrative, client service, financial, and program support functions for behavioral health services. The classification is responsible for facilitating client access to services, supporting operational and financial processes, maintaining records and information systems, and providing administrative support to ensure the effective and efficient delivery of services. Performs related work as required.

Under direction, performs specialized and complex administrative, client service, financial, and program support functions for behavioral health services. Coordinates client access to services, supports operational and financial processes, maintains records and information systems, and applies policies and procedures to resolve routine and moderately complex issues. Provides advanced administrative and program support to ensure effective, efficient, and compliant service delivery. Performs related work as required.

DISTINGUISHING CHARACTERISTICS

This classification performs specialized administrative, financial, and program support functions requiring knowledge of behavioral health financial processes, insurance and reimbursement procedures, eligibility programs, and departmental requirements. It is distinguished from Office Assistant II by the specialized nature and complexity of its behavioral health responsibilities and from Office Assistant III by the absence of lead responsibilities. The work requires sound judgment, attention to detail, cultural sensitivity, and effective communication in supporting clients and behavioral health services. Incumbents report to the Administrative Services Manager or designee.

This classification performs advanced administrative, financial, client service, and program support functions requiring specialized knowledge of behavioral health financial processes, insurance and reimbursement procedures, eligibility programs, and departmental requirements. It is distinguished from Behavioral Health Representative I by the greater complexity, independence, and responsibility of assignments and may provide lead direction, training, and technical guidance to Level I staff. The work requires sound judgment, attention to detail, cultural sensitivity, and effective communication in supporting clients and behavioral health services. Incumbents report to the Administrative Services Manager or designee.

Duties include but are not limited to those described below. Reasonable accommodation will be made when requested and determined by the County to be appropriate under applicable law.

I.

• Performs specialized administrative, client service, financial, quality assurance, and program support functions within behavioral health services.
• Provides front office and client support, including information, referrals, and assistance with administrative and service-access processes.
• Supports financial services activities related to client eligibility for UMDAP, financial assistance, insurance, authorizations, billing, payments, and related documentation.
• Maintains and updates client, financial, program, quality assurance, compliance, and information system records.
• Reviews, organizes, and tracks client, clinical, financial, and program documentation to support accuracy, completeness, compliance, and continuity of services.
• Collects, enters, organizes, and monitors financial, utilization, quality, and program data; prepares reports, summaries, and other program materials.
• Supports quality management, utilization review, performance improvement, training, compliance, and audit activities through coordination, documentation, data management, and records maintenance.
• Coordinates with clients, staff, contractors, and other stakeholders; operates computer systems and specialized software; and performs related duties as required.

II.

• Performs advanced administrative, client service, financial, quality assurance, and program support functions within behavioral health services.
• Performs and coordinates financial services activities related to client eligibility, UMDAP, financial assistance, insurance, authorizations, billing, payments, and related documentation.
• Reviews, maintains, and updates client, financial, program, quality assurance, compliance, and information system records for accuracy and completeness.
• Reviews, organizes, and tracks complex client, clinical, financial, and program documentation to support accuracy, compliance, continuity of services, and timely resolution of discrepancies.
• Collects, analyzes, organizes, and monitors financial, utilization, quality, and program data; prepares reports, summaries, and other materials to support program operations and decision-making.
• Supports quality management, utilization review, performance improvement, training, compliance, and audit activities through coordination, documentation, data analysis, and records management.
• Provides lead direction, training, and technical guidance to Behavioral Health Representative I staff; assists with onboarding, work processes, and resolution of routine and moderately complex issues.
• Coordinates with clients, staff, contractors, and other stakeholders to resolve issues, facilitate services, and support effective program operations.
• Provides front office and client support, including information, referrals, service navigation, and assistance with complex administrative and service-access processes.
• Uses independent judgment in applying departmental policies, procedures, and requirements; operates computer systems and specialized software; and performs related duties as required.

MINIMUM QUALIFICATIONS

Any combination of education, training and experience that would likely provide the required knowledge, skills and abilities may be considered qualifying. A typical way to obtain the required knowledge, skills and abilities would be:

I.

Education: High school diploma or GED equivalency.

Experience: Two (2) years of administrative support experience involving patient or client services, healthcare registration, patient financial services, medical billing or related functions, including experience in a healthcare or behavioral health setting with direct interaction with patients or clients.

Special Requirements:

• 1. Ability to qualify for security clearance through a background investigation, including a fingerprint check.
• 2. Possession of a valid California class C driver license.

Desired Qualifications:

• 1. Experience with UMDAP or related state-funded eligibility programs
• 2. Proficiency with electronic health records and billing systems.
• 3. Skill in interviewing clients and completing financial eligibility applications.

II.

Education: High school diploma or GED equivalency.

Experience: One (1) year as a Behavioral Health Representative I OR Three (3) years of administrative support experience involving patient or client services, healthcare registration, patient financial services, medical billing or related functions, including experience in a healthcare or behavioral health setting with direct interaction with patients or clients.

Special Requirements:

• 1. Ability to qualify for security clearance through a background investigation, including a fingerprint check.
• 2. Possession of a valid California class C driver license.
• 3. Must be proficient in both English/Spanish.

Desired Qualifications:

• 1. Experience with UMDAP or related state-funded eligibility programs
• 2. Proficiency with electronic health records and billing systems.
• 3. Skill in interviewing clients and completing financial eligibility applications.

Knowledge of:

I. Principles and practices of customer service and public relations; modern office practices, procedures, and administrative methods; records management, file maintenance, and information retrieval systems; office software, computerized information systems, and standard administrative tools; healthcare insurance billing, reimbursement, eligibility verification, and financial assistance programs, including UMDAP; applicable federal, state, and departmental laws, regulations, policies, and procedures related to behavioral health services, client confidentiality, documentation and financial processes; principles and practices related to quality assurance, utilization, compliance, data management, and program reporting; business English, including spelling, grammar, punctuation, and composition; basic mathematical principles and calculations.

II. Principles and practices of customer service and public relations; modern office practices, procedures, and administrative methods; records management, file maintenance, and information retrieval systems; office software, computerized information systems, and standard administrative tools; healthcare insurance billing, reimbursement, eligibility verification, and financial assistance programs, including UMDAP; principles and practices related to quality assurance, utilization, compliance, data management, and program reporting; applicable federal, state, and departmental laws, regulations, policies, and procedures related to behavioral health services, client confidentiality, documentation and financial processes; methods for reviewing, reconciling, organizing, and maintaining complex records, documentation, and data; business English, including spelling, grammar, punctuation, and composition; basic mathematical principles and calculations.

Ability to:

I. Perform a wide range of advanced administrative, client service, financial, quality assurance, and program support functions with minimal supervision and sound independent judgment; interpret and apply policies, procedures, regulations, and established guidelines to routine and moderately complex situations and identify appropriate solutions; review, analyze, reconcile, and accurately present information, records, and data; identify discrepancies and take appropriate action to resolve or expedite them; maintain accurate, confidential, and complete records using electronic health records, billing systems, databases, and other specialized information systems; verify insurance coverage, process financial information, and assist with eligibility, authorizations, payments, financial obligations, and payment arrangements; organize and prioritize multiple assignments, coordinate competing requirements and deadlines, and maintain accuracy in a fast-paced environment; provide lead direction, training, and technical guidance to Behavioral Health Representative I staff and assist with interpreting procedures and resolving routine work-related issues; coordinate effectively with clients, staff, providers, contractors, and other stakeholders to facilitate services and resolve administrative and service-access issues; operate computers, specialized software, and standard office equipment effectively and adapt to changing technology and systems; communicate clearly, tactfully, and respectfully with clients, staff, providers, and the public, including individuals experiencing behavioral health challenges; exercise sound judgment, maintain confidentiality, handle sensitive information appropriately, and establish and maintain effective working relationships.

II. Perform a wide range of advanced administrative, client service, financial, quality assurance, and program support functions with minimal supervision and sound independent judgment; interpret and apply policies, procedures, regulations, and established guidelines to routine and moderately complex situations and identify appropriate solutions; review, analyze, reconcile, and accurately present information, records, and data; identify discrepancies and take appropriate action to resolve or expedite them; maintain accurate, confidential, and complete records using electronic health records, billing systems, databases, and other specialized information systems; verify insurance coverage, process financial information, and assist with eligibility, authorizations, payments, financial obligations, and payment arrangements; organize and prioritize multiple assignments, coordinate competing requirements and deadlines, and maintain accuracy in a fast-paced environment; provide lead direction, training, and technical guidance to Behavioral Health Representative I staff and assist with interpreting procedures and resolving routine work-related issues; coordinate effectively with clients, staff, providers, contractors, and other stakeholders to facilitate services and resolve administrative and service-access issues; operate computers, specialized software, and standard office equipment effectively and adapt to changing technology and systems; communicate clearly, tactfully, and respectfully with clients, staff, providers, and the public, including individuals experiencing behavioral health challenges; exercise sound judgment, maintain confidentiality, handle sensitive information appropriately, and establish and maintain effective working relationships.

Physical Requirements/Work Environment: Work is performed primarily in an office, clinical or community environment including sitting at a desk working with computer equipment for prolonged periods, and travel for work purposes of training; work is performed with people who may exhibit unstable, who have a mental health condition/concern and chemically dependent and potentially violent behavior; continuous contact with other staff and the public; work with individuals that may become confrontational, potentially hostile and violent; hear and communicate orally in person, on the phone and in meetings; hand/eye coordination for use of computer/office equipment; lift and move objects weighing up to 25 lbs.; use of office equipment, including computer, telephone, calculator and copiers; safely operate a motor vehicle. Light to moderate lifting and carrying of files; occasionally stand and walk for extended periods.

Disaster Service Workers: All San Benito County employees are designated “Disaster Service Workers” through state and local laws (CA Government Code Sec. 3100-3109 and Emergency Services Chapter 6 via adoption of local Ordinance No. 361 § 1, 2-25-75). As Disaster Service Workers, all County employees are expected to remain at work, or to report for work as soon as practicable, following significant emergency or disaster.