Program Support Specialist/Service Facilitator (3745)

Journey Mental Health Center; Madison (WI); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Journey Mental Health Center is seeking a Program Support Specialist in Madison, Wisconsin. This hybrid position involves coordinating operations within a certified Comprehensive Community Services program while providing administrative support to clients and team members.

Ideal candidates will hold a Bachelor’s degree in a behavioral health field and possess strong communication, organizational, and cultural sensitivity skills. The role requires both client interaction and proficiency in using electronic health record systems.

Qualifications

• Experience with client/public interaction in person and through phone contact.
• Knowledge of confidentiality principles and guidelines.
• Ability to deliver services with respect and cultural sensitivity.

Responsibilities

• Coordinate operations of Program Support Specialist in a clinical setting.
• Provide in-person and telephone support to clients and visitors.
• Assist with billing submissions to Dane County CCS portal.

Skills

Communication skills

Organizational skills

Cultural sensitivity

Word processing

Client interaction

Education

Bachelor’s Degree in a related behavioral health field

Tools

Electronic health records

Computer software

Job description

Job Summary

The Program Support Specialist assists with the organization, administration, and coordination of the operations of the Program Support Specialist/Service Facilitator is a hybrid administrative and clinical position in a State of Wisconsin certified Comprehensive Community Services program and participates as a member of an interdisciplinary treatment team to assist clients and related team staff. Primary duties include secondary service facilitation, data entry and transfer, fax and CCS Rx management, providing in-person and telephone support to clients and visitors, and serving as an office administrative resource specialist to the rest of the team.

Duties / Responsibilities

Administrative (High responsibility: 50% of time)

• Clinical note and data transfer from JMHC electronic health record to the Dane County CCS portal.
• Billing submission to Dane County CCS portal.
• Fax management of lab reports, records requests, medication refill requests, CCS prescription submissions, and all other miscellaneous duties.
• Provide in-person and telephone support to clients and visitors.
• Serve as an office administrative resource specialist to the clinical teams.
• Act as a front desk liaison for the CCS GROW service facilitation and medical teams.
• Support with record keeping and completion of key documents for staff, including scanning and uploading documents into EHR systems and sending documents into Dane County.

Clinical (High responsibility: 40% of time)

• Serve as a secondary or “back up” CCS service facilitator supporting both the CCS GROW service facilitation and medical teams.
• Assist the CCS GROW medical team with documentation completion, scheduling, clinical notes and data entry.

General Program and Agency Responsibilities (Low Responsibility: 10% of time)

• Attend and participate in team meetings and trainings.
• Coordinate activities and/or meetings with other Program Support Specialists.
• Work actively and positively to maintain good working relationships with other JMHC programs, vendors, and community members.
• Work to improve own cultural sensitivity by participating in the development and implementation of program strategies to continually improve the sensitivity of the program’s services.

Qualifications and Experience

• Bachelor’s Degree in a related behavioral health field.
• Client/public interaction in person and through phone contact.
• Knowledge of and experience using confidentiality principles and guidelines.
• Ability to deliver direct services to clients while demonstrating respect and principles of recovery and cultural sensitivity.
• Ability to work independently and set priorities with minimal supervision from the Clinical Team Manager.
• Computer experience including a variety of formats to make technology accessible to clinicians.
• Accurate and prompt word processing ability.
• Commitment to work toward improving cultural sensitivity as demonstrated by valuing difference and diversity, recognizing personal limitations in one’s sensitivities and expertise and having the desire to improve in these areas.
• Ability to manage and balance basic accounting systems.
• Excellent communication, writing, editing and organization skills.
• Possession of a valid driver's license, a favorable driving record, adequate insurance (per state law) and access to a vehicle.

Training Requirements

Orientation Training Requirements WI DHS 36: The CCS program shall develop and implement an orientation program that includes all of the following: 20/40 hours of documented orientation training within 3 months of beginning employment, policies and procedures pertinent to the services they provide, the basic provisions of civil rights laws including the Americans with Disabilities Act of 1990 and the Civil Rights Act of 1964 as they apply to staff providing services to individuals with disabilities, current standards regarding documentation and the provisions of HIPAA, Section 51.30, Stats., ch. DHS 92 and, if applicable, 42 CFR Part 2 regarding confidentiality of treatment records and techniques and procedures for providing non‑violent crisis management for consumers, including verbal de‑escalation, methods for obtaining backup, and acceptable methods for self‑protection and protection of the consumer and others in emergency situations, suicide assessment, prevention and management.

Physical Requirements

Requires driving, sitting, standing, light lifting, bending, and reaching; and the ability to use and operate standard office equipment, including computer, calculator, phone, printer, cell phone, facsimile, etc.

Hiring Requirement

All potential candidates will need to successfully pass the Background Information Disclosure (BID) for entity employees and contractors. Wisconsin’s Caregivers Law requires background, and criminal checks are required by the Department of Health Services and Wis. Stat. 50.065(6)(c) and Wis. Admin Code § DHS 12.05(4).

Journey Mental Health Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.