Client Access Specialist I

About the role

Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty, and addictions. We hire people skilled and passionate to meet our mission to end homelessness through outcome-based strategies supporting personal and community transformation.

Responsibilities

• Deliver comprehensive, client-centered, and trauma-informed integrated services.
• Identify new opportunities to improve collaboration between and within service and care teams while carefully following information-sharing guidelines.
• Proactively identify opportunities for improvement within workflows and logistics.
• Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
• Build understanding of and appreciation for diversity among clients and support their connection to culturally responsive and culturally specific services as requested.
• Greet all patients/clients and visitors in person and over the phone in a welcoming and inclusive manner.
• Enter initial demographics for new clients seeking services at and schedule an appointment with Registration Specialist.
• Review patient alerts (at scheduling and check-in) and takes needed action to resolve.
• Schedule appointments for established patients/clients for multiple providers and services.
• Arrange interpretation services for appointments.
• Check patients/clients in for scheduled appointments and groups or walk-ins.
• Work with patients in a trauma-informed way to gather patient profile updates.
• Thoroughly reviews patient profile and other paperwork to ensure the completeness and quality of data.
• Scan and/or distribute paperwork timely and appropriately as per protocol.
• Update registration data in Centricity as per policy and training.
• Verify insurance coverage and copies new insurance cards, directing patients to work with OHP assistors when needed.
• Collect and record payments and co-pays.
• Make confirmation calls for scheduled appointments.
• Clear the schedule of no-shows appointments each day.
• Make outreach calls for appointments no-showed and documents in patient/client chart as per protocol.
• Facilitate patient flow and manages the waiting areas to provide comfort & safety in a welcoming and inclusion environment.
• Participate in crisis response protocols.
• Manage patient/client mail.
• Issue and collects patient/client surveys.
• Keep public literature/brochures/handouts/suggestion boxes supplied.
• Keep office supplies, appointment cards and forms adequately stocked by anticipating needs and informing purchasing agent.
• Provide backup for contact center representative.
• Provide information inquiries and outside resource materials in a polite and courteous manner.
• Participate in compliance, quality assurance and quality improvement activities as directed.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security.
• Support compliance with all privacy and security requirements pursuant to community partners' and outside providers' patient confidentiality agreements, including privacy and security requirements for EMR access.
• Immediately report any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
• Attend all mandatory CCC trainings in a timely manner.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent and 1 year of experience in a medical office setting or administrative support role; OR 2 years of experience in a high-volume public contact position that utilized customer service.
• Experience in a clinical setting is preferred.
• Bilingual in Spanish preferred.
• Ability to work efficiently in a fast-paced environment.
• Ability to work calmly with patients/clients that are often in distress or agitated.
• Must have current CPR certification prior to start.
• Must generally have the ability to walk, bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects, and climb stairs with reasonable or no accommodation.
• Ability to adhere to Central City Concern’s drug-free workplace which encourages a safe, healthy and productive work environment and strictly complies with the Drug-Free Workplace Act of 1988.
• An employee shall not, in the workplace, unlawfully manufacture, distribute, dispense, possess or use a controlled substance or alcohol.
• Must pass a pre-employment drug screen, TB test, and background check.

Qualifications

• High school diploma or GED equivalent.
• 1-2 years of experience in a medical office setting or administrative support role.
• Experience in a high-volume public contact position that utilized customer service.
• Experience in a clinical setting is preferred.
• Bilingual in Spanish preferred.
• Ability to work efficiently in a fast-paced environment.
• Ability to work calmly with patients/clients that are often in distress or agitated.
• Current CPR certification.
• Ability to walk, bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects, and climb stairs with reasonable or no accommodation.
• Ability to adhere to Central City Concern’s drug-free workplace.
• Pass a pre-employment drug screen, TB test, and background check.

Skills

• Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
• Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
• Excellent communication skills, both verbally and written.
• Excellent customer service skills a must.
• Familiarity with electronic medical records and medical scheduling systems.
• Ability to follow complex scheduling guidelines.
• Ability to navigate electronic systems applicable to job functions.
• Experience with general office machines.
• Extremely detailed oriented.
• Organized with an ability to multi-task.
• Ability to problem solve independently and with a team.
• De-escalation skills.
• Proficient in Microsoft Office products.
• Excellent data entry skills.
• Knowledge of insurances and verifications.
• High tolerance for ambiguity and change.
• Working knowledge of Centricity preferred.
• Basic knowledge of medical terminology preferred.
• Bi-Lingual preferred.
• Experience in both medical and behavioral clinic setting preferred.

Benefits

• Generous paid time off plan which provides up to 4 weeks of PTO accrual in the first year.
• Awesome 403(b) Retirement Savings plan with competitive employer match with 4.25% in the first year, 6% in the second year, and 8% in the 3rd year.
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long Term Disability Insurance!
• Sabbatical Program offering extended time off at years 7, 14, and 21.

Pay

$25.08 - $33.27/hr

Schedule

Monday - Friday, 7:30am - 4:30pm (Saturday & Sunday Off)

Location

Blackburn Center (12121 E Burnside St. Portland, OR 97216)