Client Services Coordinator - Community Medical Services

Shift: M-F 10:30am - 5:30p with rotating Sat 10am 2p

Community Medical Services (CMS) is hiring a Client Services Coordinator. Under the supervision of the Clinic Manager, the Client Services Coordinator will be the face of the clinic and is responsible for greeting clients and visitors as they come into the clinic in a professional, pleasant, and trauma-informed manner. The Client Services Coordinator maintains a focused and calm environment while coordinating various aspects of a client's care, including coordinating walk-in intakes, scheduling provider appointments, triaging client issues/concerns and coordinating with counselors and nurses.

As you join our mission to help those suffering from substance use disorders reclaim their lives, expect to thrive in a comfortable, welcoming, and fun environment where you are valued for the work you do, championed by passionate leaders, and equipped with the tools and ongoing training you need to achieve your goals. 

Along the way, we’ll invest in your well-being through a benefits package for full-time employees that includes:

• Subsidized medical, dental, and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick, vacation, and holiday time
• 401K retirement plan with match
• Tuition and Continuing Medical Education reimbursement up to 100%
• Employee assistance program to support your mental health and wellness
• Ongoing professional development 

We’re looking for someone who:

• Enjoys a consistent schedule.
• Is excited to work in an outpatient setting, much like a doctor’s office.  
• Remains friendly, helpful, and courteous when interacting with clients, including those who are chemically dependent.

Responsibilities: 

• Greets and attends to clients in person and over the phone
• Answers all phone calls in a professional and courteous manner
• Manages the patient flow of a high volume of clients in a fast-paced environment
• May place outbound calls to schedule follow-up appointments, or to engage clients in treatment Creates new client profiles and enters demographic information in electronic health record
• Schedules appointments using electronic scheduling system
• Completes accurate documentation of client visits in their electronic health record
• Maintains a welcoming lobby and reception area    by ensuring areas remain clean and organized.
• Coordinates intakes on a walk-in basis, including assisting clients with completion of required documentation and scheduling with an available provider and counselor to complete intake process Verifies insurance eligibility through various insurance portals, setting up billing episodes in electronic health record
• Establishes client payment plans and financial contracts, collects and posts payments
• Ensures confidentiality of all client and employee information
• Assists in the de-escalation of clients using a trauma-informed approach
• Triages client issues to secure most appropriate solution Introduces clients to the
• Recovery Connect engagement app and help them navigate it as needed
• Completes end of day tasks, including reconciling deposit and payment records
• Verifies cash in cash box at the beginning of shift and reconciles cash count at the end of the day
• Uses appropriate incident reporting procedures when documenting unsafe or problematic incidents involving clients, clients and/or staff
• Participates in in-service/education regarding
• Quality Improvement or required job-focused education
• Helps maintain inventory and assist in ordering clinic supplies
• Performs general office duties, such as document preparation, scanning, faxing

• High School Diploma/GED
• 1+ years of experience in customer service is required
• 1+ years of front desk experience, preferably at hospital front desk or multi-physician practice is required
• Hospital front desk or multi-physician front desk experience preferred

Skill Requirements

• Ability to communicate clearly and effectively between all organizational levels and with outside providers
• Basic computer knowledge, including ability to navigate in electronic health records
• Culturally competent and sensitive to client and employee needs
• Demonstrated ability in medication administration accuracy and ability to maintain accurate client records
• Excellent organizational skills, accuracy, and attention to detail
• Problem solving, conflict resolution, time management, and strong customer service skills
• Strong team player comfortable working in a fast-paced setting
• Ability to maintain confidentiality to ensure compliance with HIPAA and 42 CFR
• Flexible with the ability to work in a continuously changing environment
• Ability to work flexible hours including nights, weekends, and holidays

Tools and Equipment

• Frequent use of a telephone, computer, printer, fax machine and copier
• Frequent use of the internet and various web browser software, and Microsoft Office products, including Outlook, Word, Excel, and PowerPoint
• Frequent use of electronic health record

Physical Working Conditions and Office Setting Description

• Prolonged sitting, standing, frequent bending, stooping, or stretching associated with an office environment
• Frequent and prolonged typing and operation of computer, keyboard, and telephones
• Some lifting may be required: Employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds

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