Bilingual Office Specialist 2 (English/Spanish) - NorthWest Senior & Disability Services

We look for people in our organization who are passionate about our mission and values, and providing excellent customer service.

We value our employees, working closely with them to help them be successful. We value the people we provide services to, ensuring they receive the highest quality of customer service.

Ability to juggle helps in this position!

Greet the public, answer and route phones and general office support in a busy environment.

Recruitment #: 309-11-24

Closes: Open Until Filled (Last day for internal lateral transfer: 11/27/24)

Location: Woodburn, OR

Salary: Starting at $3,407 per month with excellent benefits. (See below.)

Agency Sponsored: Medical/Dental 100% paid for employee and 90-98% for dependents: generous Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability, great culture.

Employee paid: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield.

General Description

Meets Agency mission by providing general and specialized technical and functional office support services.

Essential Functions

1. Completes general and financial clerical tasks
2. Facilitates service provider payment
3. Performs receptionist duties
4. Establishes and maintains logs, records, and files
5. Maintains reception area and office supplies
6. Facilitates confidence in Office Specialist 2, and therefore the Agency and programs
7. Protects consumers and reduces Agency risk
8. Provides excellent customer service in a professional manner

1. Completes general and financial clerical tasks

• Assemble, provide, and accept application packets for agency programs and benefits; review application materials for completeness, verify ID, make copies and forward for processing
• Issue Electronic Benefit Transfer (EBT) cards and follow procedures for cancellations, returned cards, and balance adjustments
• Maintain secure EBT card inventory and process EBT card orders
• Processing Prior Authorization forms in Medicaid Management Information System (MMIS) including Emergency Response Systems (ERS) and Long Term Care Community Nursing (LTCCN) Prior Authorizations (PA), print Medical ID Cards for consumers in MMIS
• Follow process to complete lost check affidavits; notarize affidavits or refer to a Public Notary
• Secure returned checks and handle according to established guidelines
• Receive and log receipt of checks and cash payments
• Prepare payment deposits, verify accuracy, and complete bank deposits of checks and cash payments
• Record deposits and issue payment receipts using receipting system
• Complete billing forms

2. Facilitates service provider payment

• Verify provider service authorization, review time entries, and approve pending que queue
• Run reports and batches of provider time entries for processing payment vouchers
• Monitor Oregon Provider Time Capture-Direct Care Innovations (OR PTC-DCI) solution (“PTC”) system for entries excluded from batch, process late PTC entries and submit for payment
• Process new service authorizations and create provider payment vouchers
• Import payment entries from PTC system to create payment vouchers
• Pay vouchers, process time adjustments, underpayments, and overpayments
• Research and communicate with program staff regarding issues with PTC entries and voucher payment errors
• Provide technical assistance to providers and consumers in accessing, navigating, and utilizing PTC system
• Assist providers with logging into PTC system/app, resolving data entry errors, and updating personal user data, both remotely and onsite using agency-provided computer
• Answer questions regarding PTC entries
• Educate providers and consumers on technical resources for PTC and refer them to training materials

3. Performs receptionist duties

• Welcome visitors, respond to phone calls, and direct consumers and visitors appropriately
• Identify and route calls to appropriate worker, transfer calls and refer consumers to Aging and Disability Resource Connection (ADRC) for resources
• Respond to inquiries and provide general information regarding programs and eligibility requirements
• Screen requests for service and route to appropriate staff
• Make simple referrals to other agencies and programs
• Respond to consumer calls and walk-ins regarding the scheduling of renewal and intake appointments; schedule and cancel new consumer intake appointments
• Respond to consumer inquiries regarding OregoNEligibilty (ONE) correspondence and refer consumers to program staff for follow up
• Track in-person consumer visits and update walk-in traffic log for statistics purposes
• Receive, sort, scan, and distribute daily mail, route incoming fax transmissions, and prepare outgoing mail
• Make copies of presented documents and correspondence from service providers and consumers

4. Establishes and maintains logs, records, and files

• Type agency correspondence, documents, and program-related material
• Print, mail, scan, upload and email documents and correspondence for office staff working remotely
• Convert existing paper files to electronic files through the Electronic Document Management System (EDMS); upload files into ONE
• Perform quality checks of scanned and uploaded files
• Archive records and purge files according to agency guidelines
• Maintain filing of National Voter Registration Act (NVRA) reports and declinations weekly
• Request files from state archive and archive files not subject to electronic storage conversion
• Process electronic case transfers in OACCESS, assign case workers and provide written notification to branch/consumer, transfer cases to Estates Administration Unit (EAU).

5. Maintains reception area and office supplies

• Order and maintain inventory of office supplies, agency stationery, forms and publications
• Clean and sanitize reception area and interview rooms, including common-use office furniture and equipment
• Perform office opening and closing procedures
• Monitor general office equipment functionality and request equipment maintenance when needed.

6. Facilitates confidence in Office Specialist 2, and therefore the Agency and programs

• Embrace and exhibit the Agency Mission Vision and Core Values
• Provide excellent customer service, meeting the needs of internal and external consumers, following through, meeting deadlines, interacting with others in a respectful and culturally appropriate manner, and maintaining skills and knowledge to perform duties
• Be aware of Agency programs and services
• Provide suggestions for improvement

7. Protects consumers and reduces Agency risk

• Follow policies, regulations and requirements of program and Agency
• Provide documentation as set forth by Federal, State, funding regulations, and Agency policy
• Serve as a Mandatory Reporter of suspected abuse of vulnerable populations as required by policy and regulation.
• Maintain and share information according to privacy policies and regulations.

8. Provides excellent customer service in a professional manner

• Apply the required knowledge and skills
• Exhibit good decision making, problem solving and work habits
• Meet quality standards in accuracy and timeliness
• Follow policy and procedure
• Exhibit good work habits
• Work independently, seeking and offering assistance when needed
• Exhibit technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, desktop publishing, electronic scheduling, phones, copiers, scanners, fax)
• Exhibit a positive attitude toward consumers, co-workers and others

(FOR BILINGUAL POSITION ONLY)

Provide bilingual services

• Communicate with and provide services to individuals whose primary language skills are non-English.
• Serve as an interpreter for the Agency in identified language pair, including translation of written materials.

Supervisory Responsibilities

None

Keyword: Office
Required Experience:

Minimum Qualifications - Experience and Education

A qualified applicant will have a minimum of three (3) years of equivalent combination of education and/or experience which demonstrates the knowledge, skills and abilities required. The following is preferred but all qualifications meeting the minimum requirements will be considered:

• High school diploma or GED
• Prefer that education is supplemented by secretarial/office training
• Three (3)years of progressively responsible secretarial or office experience using personal computers
• If bilingual, ability to successfully demonstrate the required level of proficiency for bilingual duties.

Knowledge, Skills, and Abilities

The successful applicant must have the following general skills, including the ability to:

• Understand and interpret applicable policies and apply them to problem-solving and decision-making in order to serve external and internal customers
• Understand and respond to requests from internal and external customers, social service professionals, and the general public
• Apply the knowledge and skills in a timely, accurate, and efficient manner to meet deadlines
• Work effectively with others
• Exhibit excellent interpersonal communication and listening skills
• Use good judgment, courtesy, and tact
• Speak, read, write, and understand English
• Follow verbal and written instruction
• Know and commit to abide by rules governing consumer confidentiality, mandatory reporting, provider records, and investigations

The successful applicant must have the following job-specific skills, including the ability to:

• Use considerable skills to accomplish a variety of computer-based tasks including intermediate word processing, basic spreadsheet operations, intermediate database work, basic communication (e-mail), and other general office computer applications.
• Learn and apply general office practices such as confidentiality rules, employee records maintenance, client records maintenance, and agency policies and procedures applicable to the specific program and area of work
• Use extensive business-English skills (grammar, spelling, and punctuation) and math skills
• Operate a personal computer, copier, scanner, fax machine, phone, and general office equipment, etc.

Work Environment and Physical Demands

Office support specialists typically work in an office environment. They must be able to:

• Use a computer, telephone, and other office equipment
• Tolerate and be able to work where the noise level is that of a typical office
• Encounter frequent interruptions throughout the work day
• Regularly sit, talk, or hear
• Use repetitive hand motions
• Handle objects and sustain a sense of touch
• Stand, walk, reach, and bend
• Lift up to 25 pounds

Contact with the public in home or office environments may risk exposure to people with contagious diseases or irrational/hostile behavior and contact with domestic animals.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Classification: Office Specialist 2	Position Number: Varies
Salary Range: R14 (R15 if bilingual)	FLSA Status: Non-exempt
Unit: Service	Location: Woodburn
Reports To: Program Manager	Union Status: Represented
Last Revision Date: July 2022

This job description is a general guide for the job to be performed and does not cover everything. Employees may be required to perform other duties, including covering for, and in, other offices. Employees are expected to follow and perform other job-related duties requested by their manager.

Benefits:

Agency Sponsored Benefits: Medical Insurance (premium paid for employee, 90-98% for dependents) Dental Insurance (premium paid for employee, 90-98% for dependents) Employer paid Oregon Public Employees Retirement System Pre-tax plans for medical premiums, health care and dependent care expenses Long Term Disability Insurance Employee Assistance Program Generous Vacation, Health, Personal Leave Paid Holidays Flexible Work Schedules Voluntary Benefits (employee paid): Voluntary Life Insurance (employee paid) Voluntary Legal Insurance (employee paid) Voluntary Short Term Disability Insurance (employee paid) Rivermark Credit Union Membership. Colonial Supplemental Insurance

From: NorthWest Senior & Disability Services