Administrative Team

Demonstrating the “Gold Standard” of customer Service

Process Owner

Process Manager

Team Members

Key Steps in the Process

Frequently asked questions

Process Owner / Manager

Lin Varga

717.285.7121 ext. 10306

Team Members: Customer Support Specialists (CSS)

Home Office / Lancaster Residential

Karen Milliken, CSS

717.285.7121 ext. 10358

Diane Beacham, CSS

717.285.7121 ext. 10301

Ranae Miller, CSS

717.285.7121 ext. 30313

Alex Schulz, CSS

717.285.7121 ext. 10359

Dauphin (Vartan Way)

Lea Dorsey, CSS

717.920.9434 ext. 10265

Lancaster – Grandview

Gerry Dougherty, CSS

717.293.5104 ext. 11101

Joni Barr, CSS

717.293.4104 ext. 11372

Lebanon

Sharon Arnold, CSS

717.274.5170 ext. 301

Lycoming/Clinton (Williamsport)

Kim Haley – CSS

570.323.6944 ext. 20092

Bethlehem (Lehigh and Northampton)

Joye Micheletti – CSS and IRS

610.866.7600 ext. 40002

Northumberland and CMSU (Sunbury)

Brook Hummel - CSS

570.286.0111 ext. 30001

Pottsville

Sandra Rivera - CSS

570.622.0505

York/Adams

Vicki Wenger – CSS and IRS

717.845.5654

Key Steps in the Process

There are 5 components in the Administrative Process.

  1. Greeter Role - As a first point of contact, administrative staff will provide pleasant, helpful and informed assistance and direction to all customers.

Includes managing the:

  1. Phones
  2. Walk-in Traffic
  1. Facilities Management - To provide a safe, comfortable, and clean environment that operates efficiently in the provision of services to all.

Includes the coordination of:

  1. Janitorial / Housekeeping Services
  2. Maintenance
  3. Security
  4. Information Systems
  1. Communications - To provide clear, consistent and timely communication of vital information to all as appropriate to enhance service delivery.

Includes managing the:

  1. Equipment in the office
  2. Communications System (mail, extension lists, etc.)
  1. Business and Program Operations -To provide efficient, cost-effective and compliant administration of services.

Includes assisting with:

  1. Dictation
  2. Clerical Services
  3. Purchasing/Vendor Relations
  4. Compliance/Licensing/Insurance
  1. Individual Records - To ensure all records are complete and accessible for service internally.

Includes managing the paper files:

  1. Filing and Purging
  2. Records Requests
  3. Pulling Charts

Frequently Asked Questions

If your question is not here, contact Lin Varga @

  1. What does CSS stand for?
  1. CSS stands for Customer Support Specialist. Most Administrative Process staff have the job title of Customer Support Specialists. The former title of “Receptionist” is limited to answering phones and greeting customers. This title does not fit our Administrative Process staff since they do so much more than these 2 tasks. (see “Key Steps in the Process” for reference)
  1. How does supervision work with Administrative Process staff?
  1. Staff that are in the Administrative Process have a local supervisor in addition to the Administrative Process Manager and Owner. Staff report to their local supervisor on Time Force, supervisions/Performance Management and daily Administrative duties. The Process Manager and Owner will assist the Administrative staff with developing efficient and effective systems for completing the Administrative duties. We continue to explore the opportunity of the CSS staff being supervised by Process Manager.
  1. What trainings are planned for the Administrative staff?
  1. We are in the process of reviewing various training opportunities within the new Essential Learning’s program offered to all CSG employees. We will continue to promote Customer Service trainings, Microsoft Office software programs as well as internal CSG trainings, Mental Health First Aid, Trauma Informed Care, etc.
  1. Who covers when CSS staff are on PTO?
  1. At present, the other Support Services staff that are in the same facility are covering for the CSS when they are out. This is not a long term plan. The Administrative Process is exploring more beneficial methods for covering while a CSS is on PTO. One such idea is the use of neighboring locations providing phone coverage for the CSS that is on PTO. This idea will be able to be trialed once more CSG locations are on the new VOIP phones.
  1. Who orders the office supplies and cell phones?
  1. We are in the process of moving the office supply ordering for program offices to the role via the on-line ordering system with Rubinstein’s. The program ordering will be the responsibility of Program Director and his/her designee. In some areas the CSS may provide support to the programs receiving the orders, checking the orders for accuracy and notifying programs orders are ready for pick-up.

The cell phone order will continue to be the responsibility of the Fiscal Flow Process while the IS Department is responsible for the Smart Phone needs of the company.

6. What is HIPAA?

  1. HIPAA stands for the Health Insurance Portability and Accountability Act of 1996. Among other things, the law includes the Privacy Rule, which creates national standards to protect the privacy of individuals’ protected health information (PHI), and the Security Rule, which establishes standards for securing PHI in electronic form.

7. What is PHI?

  1. Personal Health Information includes all individually identifiable health information (including information in research databases and tissue bank samples with identifiers) relating to the:
  • Past, present, or future physical or mental condition of an individual
  • Provision of health care to an individual
  • Past, present or future payment for the provision of health care to an individual

Health information is individually identifiable if it contains any of the following:

  • Names
  • Geographic subdivisions smaller than a state
  • Dates (except year) directly related to an individual, including birth date, health care service admission or discharge dates, date of death, and all ages over 89 and all elements of dates (including year) indicative of such age, unless aggregated into a single category of ages over 89
  • Telephone numbers
  • Fax numbers
  • E-mail addresses
  • Social security numbers
  • Medical record numbers
  • Health plan beneficiary numbers
  • Account numbers
  • Certificate/Driver’s license numbers
  • Vehicle identifiers and serial numbers, including license plate numbers
  • Device identifiers and serial numbers
  • Web Universal Resource Locators (URLs)
  • Internet Protocol (IP) address numbers
  • Biometric identifiers, including finger and voice prints
  • Full face photographic images and any comparable images
  • Any other unique identifying number, characteristic or code

8. How do I know if I can disclose PHI?

  1. To disclose PHI you should always have a signed authorization to release/receive PHI from the individual in services/treatment or the person's guardian, or representative. There are some instances where a signed authorization is not required and your supervisor or program director will explain those to you.

9. May I send PHI via CSG email or from my personal email account?

  1. You may NEVER disclose PHI through your personal email account. In fact, you should not be using any personal email accounts to conduct CSG business. While working for CSG you should always use your CSG email for all work business. You may send PHI to other CSG staff through your CSG email; however, to send PHI to a non CSG employee you must use the CSG encryption software - ZIXCORP. To use Zixcorp type the word "SECURE" in the subject line of the email. This will automatically encrypt the email alerting the receiver of the email that he/she must follow the instructions provided by Zixcorp to open the email.

If your question is not here, contact Lin Varga at