Office Assistant III- Department of Human Services - Ozaukee County

Full-time, non-exempt position
Starting Wage $22.07- $28.20

The Office Assistant III provides administrative support for the Department of Human Services.

Essential Functions and Responsibilities
The following duties are primarily performed and are essential for this position.  Employees are expected to be able to perform each of these job duties satisfactorily and successfully with or without reasonable accommodations to be qualified for the position.  Other duties may be required and assigned.

Front Counter:
Performs front counter tasks, including greeting and assisting clients and visitors while using confidentiality and discretion with a vulnerable population. Completes check-in procedures including directing clients where to go and notifying all providers of their appointments. Provides information and assistance to clients and customers. Answers inquiries for the general public. Provides comfort and alleviates client/customer anxiety by answering their questions.  Helps clients/customers in distress by responding to emergencies using internal and external staff and resources to de-escalate situations. Receives and receipts payments into three different receipting programs (Point and Pay, Excel and Access), via telephone, in-person and mail. Schedules physician appointments. Reminder calls to all clients for the next business day’s appointments.  Ensures proper financial, insurance and consent forms are signed and current per compliance statutes.  Sends out Behavioral Health client satisfaction surveys electronically or by mail for new and current clients.

Medical Records Requests:
Releases patient information and client records, using Electronic Health Record Database, reads and evaluates client case notes to determine eligibility of release of records to requesting parties following established HIPAA privacy rules, department confidentiality procedures and state mandated release of information statutes. Confers with management regarding records management needs. Coordinates, organizes, and processes records request procedures, such as opening and closing files, filing correspondence, copying, routing, answering requests for records, mailing, and ensuring proper purging of records and documenting all records that were released. In addition, billing for services when applicable and creating invoices. Requests medical records from various entities, as needed by staff, such as medical facilities and other providers, to ensure continuity of care. Obtains signed HIPAA compliant Releases to properly request records.

Administrative Support to DHS Department:
Assists and advises department staff on the use of agency software applications including Electronic Health Record Database, Microsoft Office and Adobe Acrobat.  Assists the Database Administrator with performing systems tasks in the Electronic Health Record Database application

Medicaid/Medicare insurance Eligibility:
Conducts Medicaid insurance eligibility inquires of all active clients. Checks insurance eligibility using Forward Health Portals as well as third party insurance carriers. Checks insurance eligibility for Federal Medicare using the Federal Medicare portal. Documents current eligibility information into client’s Electronic Health Record Database file and report any changes to the Fiscal Department.

Multi-Line Telephone System:
Receives incoming calls on multi-line phone system. Obtains pertinent information using critical listening skills to facilitate correct transfer of all citizen/client calls, including assessing caller’s level of anger/anxiety/oddness/panic/confusion, using de-escalation practices, if necessary to transfer to appropriate division/person. Provides information and assistance to clients and customers. Answers moderately complex inquiries for the general public. Provides comfort and alleviates client anxiety by answering their questions. Helps clients in distress by responding to emergencies and locating appropriate resources, both internally and externally in the agency. Works with hospitals and law enforcement agencies in crisis situations to track down appropriate staff.

Miscellaneous Office Tasks/Duties:
Creates documents, sorts and distributes mail, prepares certified and Express Priority mail, faxes, makes copies and scans and adds confidential data into a shared database. Mails intake paperwork to potential new clients. Coordinates projects and assignments as requested by providers and other staff of all units within the department and assists them with their administrative support needs. Performs data entry and maintains client files by using Electronic Health Record Database. Assists staff in using office equipment. Opens and closes reception and lobby area. Orders necessary program forms at county and state levels. Maintains department paper supply. Creates and print business cards for all staff, as needed. Identify copy machine malfunctions and bring machine back to level of functioning. Checks and distributes online emails and faxes to all department staff.

ADRC Meal Program Backup:
Serves as a backup for the main meal program worker.  Maintains, enters, and prints data for Access Meal program, the daily Home Delivered, Carry-Out, and Congregate meal site counts, generating the Meal Count Report, and e-mailing daily to caterer using Outlook.  Coordinates daily meal counts and meal cancellations with meal site managers and drivers. Prints and distributes daily meal delivery route sheets from Access Meal Program.  Formats, prints, and distributes to the meal sites all meal program forms and labels using Word, Excel and Publisher.  Records weekly volunteer delivery hours for each meal site in Access Meal Program, using previous weeks route sheets where volunteers record their start and end times. Prepares and orders weekly meal site supply orders using an Excel-based form and emailing supply order to caterer, using Outlook. Formats monthly menus in Excel and prints and distributes. Enters congregate roster data into state database. Prints and distributes monthly home delivered meals client donation statements from Access Meal Program.  Enters new clients into Access meal program: demographics, meal planner, and coordinate address/location with google maps and delivery route.  Enters new client registration into state database.  Enters client assessment data into state database.  Investigates/makes follow up calls to emergency contacts when home delivered client does not respond to meal delivery volunteer.  Makes follow up calls to law enforcement for welfare check when emergency contact and client do not respond to office inquiry.  Follows up with law enforcement regarding results of welfare check.


Supervision Exercised

None


Minimum Education Qualifications

Education and/or Experience Requirements:

• High school diploma and up to one year of coursework in Business or related Medical or Human Services field required.  Two-year Associate’s Degree preferred in related field.
• Minimum of five years of experience in performance of progressively responsible office work is necessary in a medical office, behavioral health setting or human service office setting.

• Annual HIPAA training (obtained after hire).

• Perform and coordinate moderately difficult and responsible administrative support work with little or no direct supervision. 
• Must demonstrate a thorough knowledge of word processing, spreadsheet, database, and Internet software skills.  Considerable knowledge of Microsoft Office products software.
• Knowledge of medical terminology is necessary.
• Considerable knowledge of medical records policies, HIPPA privacy rules and department policies and procedures is necessary.
• Ability to keyboard with speed and accuracy is necessary.
• Ability to communicate clearly and effectively both orally and written.
• Excellent people, communication and organizational skills.
• Ability to handle heavy phone/client traffic.
• Ability to work under distraction.
• Maintain client rights by keeping personal and financial information confidential.
• Ability to multi-task.
• Ability to operate office equipment; computer, scanners, fax, copy machine, multi-line phone system.
• Ability to perform in stressful situations.
• Ability to be a team player.

• Prolonged periods of sitting and working on a computer.
• Periodic periods of standing or walking.

Work Environment

Inside office work in a professional office setting working under a significant amount of distraction.


EOE / ADA Statement

Ozaukee County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Ozaukee County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time.  The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.  The job description does not constitute an employment agreement or affect the at-will nature of the employment arrangement between the employee and company and is subject to change by the employer as the needs of the employer and requirements of the job change.

Ozaukee County offers a generous benefits package including: health, dental, life, & vision insurance; free employee health clinic & Teladoc; paid holidays, vacation, & sick time; state of Wisconsin WRS defined benefit pension program; bonus opportunities; employee fitness room; wellness program & wellness reimbursement; tuition reimbursement & continuing education opportunities; and more! Please note some that benefits offered are dependent on full-time/part-time status.

Ozaukee County prohibits discrimination and harassment of any type against applicants and employees on the basis of race, color, religion, sex, national origin, age, handicap, disability, genetics, veteran status or military service, marital status or sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state or local laws. Ozaukee County also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans With Disabilities Act and applicable state and local laws.

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