Program Support Specialist - Crisis Division

Westbrook Health Services, Inc.; Parkersburg (WV); Hybrid; USD 34,000 - 52,000; Full time

Job summary

Westbrook Health Services, Inc. seeks a Crisis Program Support Specialist to handle administrative tasks, admissions, billing, and reporting across crisis-related programs. This role ensures timely referrals, accurate records, and compliant operations while supporting daily functions and program needs.

The position requires strong organization, confidentiality, and proficiency with EMR systems, with an emphasis on teamwork and regulatory compliance.

Qualifications

• Clear, accurate communication with diverse stakeholders.
• Strong organizational skills and ability to manage multiple tasks.
• Discretion with confidential information and HIPAA compliance.

Responsibilities

• Receive, prioritize, process referrals and coordinate with providers.
• Complete admission documentation and process billing/eligibility forms.
• Review clinical and financial documents for completeness and accuracy.
• Maintain and submit program data, reports, and records.

Education

Associate degree

High school diploma or GED with behavioral health experience

Tools

Electronic Medical Record (EMR) system

Job description

Brief Description

The Crisis Program Support Specialist provides administrative, admissions, billing, reporting, and operational support across Crisis Services, including the New Day Crisis Stabilization Unit, Mobile Crisis, Crisis Hotline, and related programs. The position supports timely referrals and admissions, accurate records and reporting, purchasing, and efficient daily operations in accordance with payer, grant, agency, and regulatory requirements.

Essential Duties And Responsibilities

The following duties are representative of the position. Other duties may be assigned to meet program and business needs.

• Receive, prioritize, process, and track internal and external referrals, including accepted, denied, and withdrawn referrals; coordinate with providers and referral sources to support continuity of care and follow-up.
• Contact prospective clients and referral sources to obtain and verify required clinical, financial, application, insurance, and treatment-history information.
• Complete or coordinate admission-related documentation, including financial forms, insurance eligibility, presumptive eligibility, fee waivers, secondary-funding applications, Care Connections, and consent-to-treat records.
• Review admission, discharge, financial, release-of-information, service, and other clinical documentation for completeness, accuracy, authorization, and placement in the electronic health record.
• Serve as the division gatekeeper for external release of medical information and ensure required privacy and authorization procedures are followed.
• Process documentation needed for billing and follow-up, including daily service notes, safety-plan entries, inability-to-contact letters, and continuation-of-care arrangements for discharged clients.
• Compile, enter, maintain, and submit monthly and quarterly grant, payer, quality, and program data using assigned systems and secure submission processes.
• Maintain accurate tracking tools for referrals, caseloads, response times, on-call activity, discharges, follow-up, court-related matters, program utilization, CQI goals, surveys, and other assigned measures.
• Conduct assigned record reviews and audits; prepare program slides and reports; track staff training; collect updates from program managers; and identify missing or inconsistent documentation.
• Attend assigned program and high-risk meetings, record and distribute minutes, and document relevant client and operational updates, including cases involving discharge against medical advice.
• Provide general administrative support, including employee travel documentation, new-hire system access, division directories, job descriptions, onboarding materials, forms, and other program documents.
• Maintain forms and inventories; order groceries, client, cleaning, nursing, and office supplies in accordance with agency procedures.
• Track and audit gift cards, credit cards, purchasing records, and receipts, and enter required information into the agency accounting system.
• Complete assigned vehicle, safety, and evacuation-drill inspections and documentation; serve as the division representative on the agency Safety Committee and communicate action items.
• Provide crisis-line and other administrative coverage as needed to support continuity of crisis services.
• Recommend, draft, and update admission criteria, procedures, forms, and related program guidance as assigned.
• Comply with applicable federal, state, payer, grant, and agency requirements, including HIPAA, confidentiality, security, ethical conduct, and documentation standards.
• Work with clients, staff, referral sources, and community partners in a professional, respectful, cooperative, and effective manner while supporting Westbrook Health Services’ mission, vision, and values.

Requirements

Qualification Requirements

• Ability to communicate clearly, accurately, and professionally with a variety of individuals in person, by telephone, and in writing.
• Ability to organize and prioritize multiple responsibilities, maintain accurate records, meet deadlines, and follow detailed processes.
• Ability to work effectively in a team environment and with a diverse group of people.
• Basic mathematical skills and the ability to complete financial, billing, purchasing, and tracking tasks accurately.
• Proficiency with computers and prior experience using an electronic medical record system; ability to learn agency systems and reporting platforms.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive client and employee information.

Education and Experience

An associate degree is preferred. A high school diploma or GED with extensive behavioral health experience may be considered. Prior experience using computerized medical records is required. Experience with administrative support, admissions, billing, insurance verification, data tracking, purchasing, or behavioral health services is preferred.

Conditions of Employment

The successful candidate must pass required criminal investigation and West Virginia Department of Human Services background checks, as applicable, and a post-offer drug screen.

Summary

The professionals at Westbrook Health Services believe in promoting the well-being of individuals and families struggling with a wide range of challenges. Our staff meets the needs of over 7,000 people annually. Experienced and compassionate, we empower people to achieve wellness with the guidance of our knowledgeable and experienced staff.

Westbrook provides Equal Employment Opportunity to all employees and applicants. Employment decisions are made based upon an individual's skills and qualifications without regard to race, color, creed, religion, sex, age, national origin, citizenship, disability as defined in the law, veteran status, sexual orientation, pregnancy and related conditions, genetic information, gender identity or any status or characteristic protected under applicable federal, state, or local laws. Westbrook also prohibits unlawful discrimination based upon the perception of those characteristics or any association with a person who is perceived to have any of those characteristics.

Discrimination based on any of these factors is totally inconsistent with our philosophy of doing business and will not be tolerated at any time.

Qualified individuals with bona fide disabilities, as the term “disability” is defined in the law, are entitled to reasonable accommodations in the application process and in their employment. Although Westbrook is responsible for providing reasonable accommodations, the responsibility for identifying whether accommodation is needed and what constitutes a reasonable accommodation is shared jointly by the employee and Westbrook.