Bilingual Patient Support Associate and Intake Coordinator

1. Have a basic knowledge of substance use disorders.
2. Recognize the importance of family, social networks, and community systems in the treatment and recovery process.
3. Respect the diversity and uniqueness of each person and organization we serve.
4. Recognize that a healthy work environment is maintained through the practice of mutual respect and healthy self-care.
5. Uphold the highest standard of customer service to patients, referents, and all community partners.

• Greets patients and all other visitors directly, routes visitors to correct location, checks patients in for appointments, notifies other staff and urinalysis vendor of patient arrival.
• Scan paperwork from community referrals and track reporting deadlines in spreadsheet and prepare report for site manager.
• Controls visitor passes, confidentiality procedures and, when appropriate, serves as the gatekeeper to limit access to the building, patients or staff.
• Answers phones, returns calls, schedules appointments, takes messages, when necessary, and handles printing, copying, scanning and faxing documents.
• Collects payments for services.
• Monitors lobby and lobby restroom key to ensure safety and tidiness for patients, visitors and staff.
• Supports intake process for outpatient and residential services by confirming the nature of the intake, explaining intake process, and working cooperatively with the patient intake team and admissions team to complete enrollment with patients.
• Prepares paperwork in EHR and assists patients in completing necessary documentation.
• Communicates with other departments regarding patient needs 
• Assists patients with collection of urine drug screens as needed, depending on capacity.
• Work with Billing team to notify patients when payments are past due
• Performs opening and closing duties such as unlocking and locking lobby doors, tidying lobby, and checking bathrooms.
• Stays informed of program changes to provide updates to patients and community members.
• Responds to inquiries and questions about Fora Health services.
• Ensures forms and signage are current, legible and in full supply at front desk.
• Act as Hillsboro office representative on the organization's Health & Safety Committee.

• Maintain the integrity and accuracy of the day to day patient information.
• Maintain the integrity and accuracy of the electronic health record.
• Work with billing to assist patients and their families to resolve financial obligations and changes in eligibility status.
• Be the primary contact between clinical staff and Billing.
• Work closely with management and staff to develop and maintain a working relationship that enhances the two primary goals of revenue expansion and quality control.
• Tasks are to be completed with little follow-up from supervisor. Support is provided in the form of teamwork and weekly team meetings.
• Meet with all patients to determine their eligibility for program services either prior to admission or within 24 hours following admission.
• Ensure all patients provide necessary documentation regarding eligibility for benefits.
• Assist patients in applying for the Oregon Health Plan.
• Coordinate financial arrangements between patients and insurance company for patients who have benefits other than OHP and for any patient who elects to pay for services and/or who has an insurance plan that requires co-pay or other financial responsibilities on the part of the patient.
• Become knowledgeable regarding 3rd party payor eligibility requirements and coordinate with payors to determine benefits.

• Attend staff meetings as scheduled.
• Additional training courses to be completed as assigned in a timely manner.
• Special projects and other duties as assigned.
• Participate in ongoing supervision and consultation.

• High school diploma or equivalent required
• Two years of customer service experience including heavy contact with the public required.
• Proficient fluency in English and Spanish language required.
• Experience working in a healthcare setting preferred.

• Experience working with social services, behavioral health, substance-use disorder, Hispanic and Latino population a plus.
• Excellent data entry and typing skills (minimum typing speed: 40 WPM).
• Knowledge of customer service principles and practices.
• Proficient in Microsoft Office Suite, specifically Outlook, Excel, Word and PowerPoint
• Detail-oriented and organized
• Demonstrated effectiveness in presenting ideas, transmitting information, or convey concepts to individuals or groups of people of varying educational, cultural and experiential levels.
• Ability to maintain professional boundaries with patients, the community, and other staff members.
• Demonstrated ability to work effectively with diverse cultures.
• Ability to work collaboratively with patients, other treatment program staff, team members, and to treat everyone with respect and dignity at all times.
• Written and organizational skills to complete all required documentation.
• Communicates information effectively in writing and verbally
• Displays initiative and problem-solving skills
• Marked ability to demonstrate and utilize self-awareness
• Intermediate understanding of mental health disorders and symptom presentation

• For employees with a history of substance use disorder, Fora Health's policy requires certification of a minimum of six months of sobriety for this position
• Ability to pass a pre-employment or for cause drug tests.
• Ability to pass DHS criminal background.
• Ability to demonstrate competency in Spanish/English fluency through a pre-hire assessment.
• Position will require some amount of regular connection to work via cell phone to answer questions and respond to internal and external contacts.

• Prolonged use of computer
• This position generally works in an indoor office environment with occasional travel between sites or to special events.
• Position requires some overtime, including evening and weekend work.  Adjustment of work schedule may be required.
• Position requires some travel in between Fora sites (including SE Portland location).
• Possible exposure to communicable diseases which can encompass a variety of illnesses and infections, including COVID, tuberculosis, Hepatitis A, B, and C, and HIV.
• Possible exposure to upset, angry, severely traumatized, disabled or emotionally disturbed adults, adolescents, and families.
• Exposure to potentially hazardous cleaning chemicals, personal protective equipment provided.
• Fast paced, high volume work environment.

INTERNAL CANDIDATES: click here to apply via the employee intranet site

ABOUT FORA HEALTH

Looking for a meaningful career? At Fora Health, we employ a team of passionate, diverse and caring people who are committed to carrying out our mission to provide treatment, care and advocacy for all who are affected by substance use disorder. We are seeking dedicated individuals to join our experienced team of professionals in the fight to overcome the stigma of addiction and mental health. Come join one of Oregon’s largest and most reputable providers of substance use disorder and co-occurring mental health treatment for adults!

Fora Health is committed to providing a wide range of accessible, coordinated, and well-integrated services that benefit the community and support our clients to recover and to maintain recovery from addiction. To maintain an organizational culture which supports Fora's mission, each employee will, at a minimum:

1. Have knowledge of substance use disorders.
2. Recognize the importance of family, social networks, and community systems in the treatment and recovery process.
3. Respect the diversity and uniqueness of all people.
4. Recognize that a healthy work environment is maintained through the practice of mutual respect and healthy self-care.
5. Uphold the highest standard of customer service to clients, referents, and all community partners.

BENEFITS

• Kaiser medical insurance
• Comprehensive dental and vision insurance
• Employer-paid basic life and accidental death & dismemberment insurance
• Additional voluntary insurance (short-term disability insurance, supplemental group life insurance, accident & critical illness insurance, and pet insurance)
• Flexible Spending Account (FSA) for healthcare, dependent care and transportation costs
• 401K plan with Employer Matching up to 6%
• 4 weeks paid vacation, one floating holiday & sick leave
• 10 observed holidays, paid bereavement and paid jury duty days
• Flexible schedules
• Employee Assistance Program
• Discounted 24 Hour Fitness membership from $6.99/month
• One free employee meal on days worked at our Cherry Blossom location
• Online education tools for CEUs
• Critical shift compensation up to double hourly pay rate and shift premiums for certain positions
• Employee referral bonus
• Education grant program reimbursement for continuing education expenses after 90 days of employment
• Loan forgiveness for eligible medical and clinic positions
• Free parking at our two facilities

Employees may be eligible for education grants:

• National Health Service Corps (NHSC)
• NURSE Corps
• Public Service Loan Forgiveness (PSLF)

Fora Health is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Fora Health encourages applications from those who are in recovery. Please note that we require individuals in recovery to certify that they have at least six months of sobriety for non-patient facing positions or two years of continuous sobriety for patient-facing positions upon hire.

Fora Health is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Fora Health conducts a background check for all positions upon offer of employment. Government regulations, contractual requirements, or the duties of certain jobs may require us to take appropriate action to address prior criminal convictions.