Client Services Coordinator - Hillcrest Children Center

Overview: The Position reports to the Practice Administrator. The incumbent may receive day to day direction from a program manager to which they may be assigned. In Intake and Care Coordination Specialist may be assigned to Addiction Program, Adult Services or Children Services. The position fields a high level of customer service calls, maintains relevant documentation, and deals with employees, clients/families and some external public entities. Intake and Care Coordination Specialists must be able to multi-task and manage all front desk operations including proper tracking of certain activity that will ultimately result in a billable transaction.

Duties & Responsibilities: This position will support clients, physicians, behavioral health providers, by performing intake functions to ensure that quality services are appropriately provided, and payer is established to ensure payment for services.

Essential Functions: Assist with Intakes, Authorizations, Enrollment, Scheduling, and provides Continuity of Care functions as assigned for new and enrolled clients. Welcomes clients and supports family and client engagement. Responsible for ordered flow of all front desk functions.

• Serves as primary role of Intake Specialist who prepares client/family for clinical intake and assessment process. Initiates and completes basic intake information. Under the direction of the Clinical Director or designee determines whether clients meet criteria for routine, urgent, or emergent care and schedules clients accordingly.
• Gathers initial demographic information, insurance, referral information in person or over the telephone in a caring, engaging and welcoming manner.
• Verifies residency, income, insurance and ensures proper authorizations are in place prior to the delivery of service.
• Welcomes clients and visitors over the telephone or on site, schedules clients, and manages processes to ensure smooth transition from request for service-to-service delivery. Works closely with the Psychiatrist and other providers to ensure that the visit is complete, documents signed, and future appointments set. Collect Co-pays as necessary.
• Serves as an advocate for the client focusing on coordinating care with the service providers/programs to ensure that appointments are made in a timely fashion and kept by both clients and provider. Employees provide clients with alternative resources and information as appropriate.
• Manages data and provides periodic reports on encounters, demographics, kept appointments, cancellations, etc.
• Secures prior and re- authorizations for services as necessary.
• Helps to ensure smooth functioning of the intake, access, authorization, and scheduling processes.
• Assist with filing of client health information as assigned and other related duties.
• Ensure the privacy and security of protected health information per HIPAA requirements. Provide the highest level of customer service to patients, fellow employees and referral sources, maintains and monitors client waiting areas.
• Prepares continuity of care reports and participates in quality improvement activities, committees, etc.
• Provides administrative and program support to assigned programs.
• Maintain knowledge of insurance, and benefit eligibility of various Hillcrest payers including Medicare/Medicaid; United Health Services; Health Services for Children with Special Needs (HSCSN); Charter/Beacon; Department of Mental Health- Mental Health Rehabilitation Services; Addiction Prevention and Recovery Agency (APRA)

Work Schedule: Position is 40 hour per work week.

Flexible hours are required between 8:00 a.m. and 8:00 p.m. Saturday, and weekends on rotation.

Qualifications:

• Associate degree preferred in Medical Billing Coding, Business Administration, Healthcare Related field or at least 3 years of experience in healthcare
• Medical Office experience, Preferably Substance Abuse and Behavior Health, at least 1 year, preferred
• Data entry experience; Minimum 40 wpm per no errors
• Ability to Multitask
• Organizational abilities
• Key 40wpm, no errors, minimum
• Proficient in Microsoft Suite: Word, Excel, Outlook
• Knowledge of Computer Systems
• Detail oriented
• Proven customer service skills.ee or bachelor’s degree preferred in healthcare related field or at least 1-3 years of experience in healthcare medical office setting with the skills and aptitudes to meet functional requirements of the role.
• Strong oral and written communication skills.
• Knowledge of Medicare/Medicaid or other insurance benefits and claims processes