Grief Support Program Administrative Assistant - Hospice of Santa Cruz County

The Grief Support Program Administrative Assistant (GSPAA) supports all aspects of the Grief Support Program (GSP) which includes the Director of Community Programs (DCP), the Lead Counselor & Group Coordinator, and Grief Support Volunteers (GSV). This position answers incoming calls to the GSP, directs calls to staff or voicemail appropriately, provides information on GSP services and community resources as needed. The GSPAA maintains all administrative records for the department, tracks GSV reporting, and coordinates Plan of Care phone calls to HSCC clients. The GSPAA provides back-up for the program during staff absences and supports GSP special events as needed. The position includes a variety of administrative duties including, but not limited to, data entry, maintaining database records, word processing, and managing client charts. Flexibility, attention to detail, and the ability to multi-task are an essential part of the qualifications for this position. In addition, excellent computer skills and sensitivity about the grief process is required. This position is balanced between excellent internal and external customer service, and administrative functions.

Essential Responsibilities

Specific Functional Responsibilities

1. Administrative Program Support

• Incoming phone calls
  • Answers phone calls professionally and with sensitivity
  • Provides information about GSP services and community resources
• Maintains the GSP email and zoom account
• Processes bereavement transfers weekly
• Manage Newsletter process
• Provides administrative support to GSP staff, and volunteers as needed
• Administrative records and systems
  • Maintains all administrative files, including opening, closing and archiving client records. This occurs mostly in our medical record database (Netsmart).
  • Develop systems as needed
  • Manages the Netsmart database
  • Manages upkeep of volunteer charts to ensure tracking of documents that verify annual requirements such as TB tests, and annual education requirements.
• Coordinates all Plan of Care calls Maintains data in GSP business unit of Netsmart database, including data entry related to clients, interns, and volunteers
• Maintains supplies of GSP print materials, including forms, handbooks, flyers, and brochures

2. Individual Client Support

• Receives initial client call, supporting as needed
  • Sets up time with client for an intake assessment
  • Contacts intern to complete intake assessment
  • Supports GSP staff clerically during matching process
• Manages scheduling of counseling rooms
• Tracks volunteer reporting of sessions
  • Records reports daily
  • Contacts volunteers if reporting of session is delayed by more than 48 hours

3. Group Client Support

• Receives initial client call, providing brief support and containment as needed
• Refers to client Drop-In groups as appropriate
  • Tracks volunteer reporting of sessions
    1. Records reports from daily
    2. Contacts volunteers if reporting of group is delayed by more than 48 hours

4. Supervises GSP staff support volunteers

• Prepares work and rooms for weekly and special event volunteers
• Oversees the work
• Provides appreciation to volunteer

5.Productivity and Fiscal Accountability

• Assists in maintaining departmental resources within budgetary constraints
• Demonstrates the ability to coordinate work schedule with other staff members
• Demonstrates ability to organize and achieve a quality performance level
• Consistently demonstrates an ability to set appropriate priorities
• Functions in an organized and time conscious manner

6. Reception and Volunteer Department

• Monitors GSP inventory of supplies, orders refills, and puts orders away as needed.
• Acts as backup to Reception
• Acts as backup to Volunteer Coordinator

7. Quality Assurance and Improvement

• Participates in activities that enhance and develop the highest quality standard for HSCC and ensure compliance with Medicare Conditions of Participation
• Maintains systems to ensure following Grief Support Plan of Care
• Maintains chart audit checklist for each client chart and conducts follow-up to correct deficiencies as identified
• Monitors accuracy and completeness of chart closing
• Oversees distribution, collection, and data entry of surveys related to QAPI(quality assurance program)
• Collects and reports on data from grief group evaluation, volunteer satisfaction surveys, and other surveys as assigned
• Tracks client statistics and reports monthly, quarterly and annual data in a timely manner
• Prepares reports and charts on department statistics as assigned
• Completes assigned responsibilities for chart reviews in a timely manner
• Participates in other QAPI activities as assigned

General

• Takes minutes at GSP Team meetings
• Participates in and provides support for special events
• Assists with Grief Support Volunteer Trainings as needed
• Supports staff preparing for speaking engagements
• Provides backup support to front desk
• Performs other related job duties as assigned by Supervisor

Compliance

• Ensures all HIPAA Privacy and Security Regulations, Medicare Conditions of Participation, and all other regulatory/compliance requirements are understood and followed

Requirements

Education/Experience

• 2 + years of administrative and customer service experience required
• AA or Bachelor's Degree preferred
• Experience with hospice, mental health, social service, or medical environments preferred

Skills Required

• Proficiency with Word, Excel, PowerPoint, and Outlook in a Windows environment
• Ability to track and manage complex office systems with attention to detail and accuracy
• Accurate data entry skills
• Excellent communication skills and the ability to prioritize
• Reliability, flexibility and a mature, professional presence
• Sensitivity about the grief process

Certifications, Licenses, Registrations

• Valid California Driver's License
• Insurance coverage on own reliable vehicle
• Pass OIG/GSA review and all required background checks

Physical Demands

• Strength to lift and carry materials weighing up to 10 pounds
• Vision to read printed materials and a computer screen
• Hearing and speech to communicate in person and over the telephone

Work Environment/Environmental Condition

• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer