Job Description
Job Description
SCOPE OF POSITION:
The Administrative Assistant provides comprehensive administrative and operational support to Fresh Start Therapeutic Services LLC, with primary responsibility for the Support Planning Program. The position reports directly to the Support Planning Program Manager and assists with participant intake, referral coordination, documentation and productivity tracking, scheduling, reporting, and administrative compliance activities. The Administrative Assistant also answers and routes incoming telephone calls and general inquiries concerning all Fresh Start programs, ensuring courteous service, accurate messages, confidentiality, and appropriate referral to program personnel. The role requires organization, attention to detail, professional discretion, and effective follow-through.
Essential Job Functions and Responsibilities:
Participant Intake and Referral Management
• Receive and process new referrals through authorized sources, including Maryland Access Point (MAP), LTSSMaryland, and direct inquiries.
• Coordinate and complete the administrative intake process for new Support Planning participants.
• Contact prospective participants and authorized representatives; explain the administrative intake process and collect demographic, contact, and representative information.
• Collect required administrative intake forms and supporting documents; identify omissions and follow up on missing items.
• Review basic eligibility information through authorized sources and refer formal eligibility determinations to designated personnel.
• Enter and maintain intake data in authorized systems; track referral source, receipt date, status, and outstanding requirements.
• Coordinate with the Program Manager on approved participant assignments; communicate completed intake information to the designated Support Planner.
• Assist with scheduling initial participant meetings and maintain confidentiality throughout the process.
Administrative Support to the Program Manager
• Provide direct administrative assistance with calendars, appointments, meetings, correspondence, and deadlines.
• Prepare memorandums, reports, agendas, minutes, and administrative documents.
• Maintain records of tasks delegated by the Program Manager and track follow-through.
• Organize leadership meetings, staff meetings, training sessions, and departmental files.
• Coordinate administrative communication and highlight matters requiring leadership attention.
Organization-Wide Telephone and Communication Support
• Answer incoming telephone calls for all Fresh Start Therapeutic Services LLC programs.
• Serve as the professional first point of contact for participants, clients, families, caregivers, providers, referral sources, and community partners.
• Provide approved general program information and route calls and inquiries to the appropriate department or staff member.
• Document and forward messages accurately; assist with general administrative questions and new service inquiries.
• Escalate urgent participant concerns, complaints, and sensitive matters through the appropriate program procedures.
• Assist with general organizational voicemail and authorized email correspondence while safeguarding confidential information.
LTSSMaryland Documentation and Compliance Tracking
• Review authorized LTSSMaryland administrative information and notifications.
• Maintain trackers for participant assignments, required documentation, initial visits, monthly contacts, quarterly visits, and Plans of Service.
• Identify overdue tasks or missing documents and communicate Support Planner concerns to the Team Lead for follow-up.
• Track resolution of concerns, assist with authorized uploads, and prepare information for Program Manager review.
• Organize administrative records required for internal quality assurance reviews and compliance monitoring.
Support Planner Billing and Productivity Monitoring
• Maintain billing productivity tracking records and compile weekly activity summaries against applicable program expectations.
• Identify missing billing entries and administrative discrepancies and refer productivity concerns to the Team Lead.
• Track billing follow-up, coordinate with authorized billing personnel, and provide reports to the Program Manager.
• Maintain separate administrative tracking for core Support Planning and Community Options Waiver billing.
• Do not create unsupported claims, alter service documentation, or record services not delivered.
Participant Records and Caseload Coordination
• Maintain current caseload rosters showing assigned Support Planner, jurisdiction, and enrollment status.
• Track administrative aspects of participant assignments, transfers, and disenrollments.
• Identify incomplete or inconsistent participant information and refer it to appropriate personnel.
• Organize and securely maintain participant documents and records for reporting and audits.
Qualifications:
• Valid driver's license with reliable transportation, insurance, and a good driving record.
• Bachelor’s degree in Business Administration, Healthcare Administration, Human Services, or a related field (e.g., psychology, social work, or healthcare management), or
equivalent experience in administrative support, healthcare operations, participant intake, or case management coordination.
• U.S. citizenship or lawful authorization to work in the U.S.
• Ability to pass a criminal background check.
• Flexibility to respond to crisis situations, including nights and weekends.
• Effective written and oral communication skills.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office and ability to learn new technologies.
Working Conditions and Environment:
• Must be available to work full-time, Monday through Friday.
• Must be willing to travel to Harford County as needed for business-related activities.
• Must have reliable transportation.
• Must be flexible and adaptable to changing organizational needs.
• Must demonstrate professionalism, confidentiality, and strong organizational skills.
• Must be proficient in using computers, electronic documentation systems, and standard office equipment.
• Must comply with organizational policies, HIPAA requirements, and workplace standards.
• Must be able to perform essential job duties with or without reasonable accommodation.
Monday - Friday 9:00am to 6:00pm