Business Support II

Metrocare Services; United States; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Paid Time Off

Paid Holidays

Retirement Plan

Health Savings Account

Professional Development allowance

Bilingual Stipend

Job summary

Metrocare Services is seeking a Business Support Specialist II to coordinate clerical support for the assigned program and ensure client satisfaction and smooth office operations.

The role handles scheduling, intake, EHR data entry in MyAvatar, benefit status checks, and frontline communication with internal and external partners to support high-quality mental health services.

Qualifications

• Must have a high school diploma.
• 2 to 3 years of progressive customer service experience.
• Prefer some college or technical training.
• Experience in a MH/MR setting is preferred.

Responsibilities

• Check clients in as they arrive for their session and document through MyAvatar.
• Coordinate therapy scheduling and monitor daily visit statuses in the system.
• Maintain scheduling calendar and reschedule as needed.
• Serve as first point of contact for external and internal stakeholders by telephone.
• Screen and direct calls to the appropriate partners and resources.
• Create and maintain client records in MyAvatar and other EHR systems.
• Complete benefit status checks for co-pay/deductible/self-pay at start of service.
• Ensure cleanliness and setup of waiting areas; gather medical records as needed.
• Handle attendance logs, monthly reports, and communication of attendance issues.
• Coordinate team supply needs with leadership; participate in meetings; perform other duties as assigned.

Skills

Customer service

Communication skills

Multi-tasking

Problem solving

Team collaboration

Education

High School Diploma

2–3 years of progressive customer service experience

Some college or technical training

Experience in MH/MR setting (preferred)

Tools

MyAvatar

Microsoft Word

Excel

Outlook

PowerPoint

Job description

Job Overview

Are you looking for a purpose-driven career? At Metrocare, we serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying. Metrocare is the largest provider of mental health services in North Texas, serving over 55,000 adults and children annually. For over 50 years, Metrocare has provided a broad array of services to people with mental health challenges and developmental disabilities. In addition to behavioral health care, Metrocare provides primary care centers for adults and children, services for veterans and their families, accessible pharmacies, housing, and supportive social services. Alongside clinical care, researchers and teachers from Metrocare’s Altshuler Center for Education & Research are advancing mental health beyond Dallas County while providing critical workforce to the state.

General Description

The mission of Metrocare Services is to serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying. We are an agency committed to quality gender-responsive, trauma-informed care to individuals experiencing serious mental illness, development disabilities, and co-occurring disorders. Metrocare programs focus on the issues that matter most in the lives of the children, families, and adults we serve. The Business Support Specialist II position is responsible for coordinating and performing all clerical support needs for the assigned program, ensuring client satisfaction, and flow of office operations.

Hours of Responsibility

Metrocare clinics are open Monday through Friday, 8:00 a.m. to 5:00 p.m., except for the Hillside Adult Clinic, which is open Monday through Friday, 8:00 a.m. to 8:00 p.m., and Saturday, 8:00 a.m. to 2:00 p.m.

Essential Duties and Responsibilities

• Checks clients in as they arrive for their session, utilizing MyAvatar (clinical electronic health record) which notifies the therapist the client has arrived.
• Works with Leadership to ensure the Center’s therapy schedule is entered accurately within MyAvatar and manages status of visits from day-to-day in the system with applicable documentation.
• Maintains Scheduling Calendar in Avatar Schedules future appointments, Cancels and Reschedules as needed
• The first point of contact for all external and internal stakeholders is through telephone communication with the designated center.
• Screens and directs incoming calls to the appropriate partners, ensuring stakeholders who contact the designated center are connected with the right resources.
• Creates and maintains client records in MyAvatar or other electronic health record systems, including admission forms, program details, diagnoses, financial assessments, and managed care authorization information.
• Completes check of benefit status prior to each visit to determine co-pay, deductible, or self-pay status at start of service appointment.
• Responsible for cleanliness, presentation/set up of waiting room spaces
• Gathers Medical Records as needed for client access to services
• Completes Initial Eligibility and Benefits checklist for inquiring insurance clients.
• Referral of applicants, documenting their communication Schedule monthly training or as needed at the direction of the Clinical Team
• Completes attendance and program-specific logs monthly, communicate clients whose attendance is below 90% and collaborate with leadership on action plans.
• Copying, faxing, and all other general office duties
• Scans in client documents into MyAvatar within three business days of receipt
• Coordinate team supply needs in collaboration with program leadership to ensure timely and efficient resource availability
• Attend regional and team meetings. Meets designated benchmarks and/or quality measures, missed appointments or required documentation.
• Performs other duties as assigned.

Competencies

• Conducts job responsibilities in accordance with the ethical standards of conduct, state contract, appropriate professional standards and applicable state/federal laws.
• Analytical skills, professional acumen, business ethics, thorough understanding of continuous improvement processes, problem solving, respect for confidentiality, and excellent communication skills.
• Ability to work in a multi-disciplinary team environment.
• Ability to multi-task and accommodate high volume job tasks.
• Ability to function with little or no supervision.
• Ability to work with dual supervision and reporting lines.
• Ability to exercise tact and diplomacy in interacting with internal/external customers.
• Ability to implement and monitor processes within team.
• Ability to adapt to changing business needs, conditions, and work responsibilities.
• Ability to solve problems while ensuring rules and directives are followed.

Qualifications Education, Experience, Licenses, and Certifications

• Required: High School Diploma
• 2 to 3 years of progressive customer service experience
• Preferred: Some college or technical school/training
• Preferred: Experience in an office or MH/MR setting

Driving Required

Yes

Mathematical Skills

Basic math skills required. Ability to work with reports and numbers. Ability to calculate moderately complex figures and amounts to accurately report activities and budgets.

Reasoning Ability

Ability to apply common sense understanding to carry out simple one or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.

Computer Skills

Use computer, printer, and software programs necessary to the position (i.e., Word, Excel, Outlook, and PowerPoint). Ability to utilize Internet for resources. Basic level on MS Excel. Ability to use electronic health records (EHRs) to store and access client information.

Benefits Information and Perks

Metrocare couldn’t have a great employee-first culture without great benefits. That’s why we offer a competitive salary, exceptional training, and an outstanding benefits package:

• Medical/Dental/Vision
• Paid Time Off
• Paid Holidays
• Employee Assistance Program
• Retirement Plan, including employer matching
• Health Savings Account, including employer matching
• Professional Development allowance up to $2000 per year
• Bilingual Stipend - 6% of the base salary
• Many other benefits
• Equal Employment Opportunity/Affirmative Action
• Employer Tobacco-Free Facilities

No Recruitment Agencies Please Metrocare is the largest provider of mental health, developmental disability and permanent supported housing services in Dallas County serving over 50,000 children, teens and adults annually. For over 55 years, Metrocare has provided a broad array of services from mental health care, primary care, services for veterans and their loved ones, accessible pharmacies, homeless outreach, and supportive social services. Metrocare provides specialty mental health services to over 10,000 children and teens and has numerous programs for babies, children and adults with disabilities, including Early Childhood Intervention, Flourishing Families, Nurturing Parenting, Supported Employment and two specialty autism clinics in Dallas and DeSoto. Metrocare’s Altshuler Center for Education & Research is the premier training and research institute for community mental health professionals across Texas. Metrocare upholds the person-centered philosophy to focus care on the needs of individual. We take care to ensure that people’s preferences, needs and values guide clinical decisions and to provide care that is respectful of and responsive to those we serve. We see ourselves as partners in healing with our clients and their support network.