Client Service Representative

About the role

The Client Access Associate II (CAAII) routinely performs multiple administrative functions and moves effortlessly through various teams and locations to provide first-line customer service to clients, staff, and visitors. This role coaches and mentors CAAIs while exemplifying excellent customer service.

Responsibilities

• Independently performs and fulfills more than one of the duties of the CAA I position (registration, scheduling, insurance verification, referrals, medical records, and enrollment) as part of daily duties.
• May work at any of the agency’s community or satellite locations or in any administrative capacity to meet agency needs.
• Practices exceptional customer service to meet, greet, and create a positive impression.
• Provides clerical support to clinical and ancillary staff at the assigned worksite.
• Routinely interviews clients, families, and other external resources to obtain complete and accurate information.
• Precisely and timely inputs data into electronic records and other database systems for registration, billing, and client tracking.
• Communicates routinely with host site and/or other Health Care for the Homeless administrative office staff to report, track, or maintain office systems and/or clinical environment.
• Complies with rules, regulations, policies, and procedures of all applicable agency, local, state, federal, and regulatory bodies.
• Assists with the training, coaching, and mentoring of staff members in the CAA I position.
• Generates and submits reports from Centricity, Beacon, and other software as directed by Manager or Director.
• Performs other duties within the scope of client associate as assigned.

Agency Responsibilities

• Models and reinforces the Health Care for the Homeless “core values” of dignity, authenticity, hope, justice, passion, and balance.
• Actively participates in performance improvement activities and advocacy activities that support the mission of HCH.
• Performs other duties on an as-needed basis.
• Protects clients’ personal health information by maintaining compliance with HIPAA and other relevant healthcare-related IT security regulations.

Requirements

• High school diploma or GED is required; Associate’s degree or higher-level education preferred. Relevant work experience may substitute for formal education credit hours.
• Course completion with an accredited program in community health, health education, healthcare or public health administration, human services, medical practice management systems, or a related field is highly desirable.
• Certified Application Counselor status through the Maryland Health Connection (MHC) is a plus.
• Two (2) or more years of experience in health or human services; a Bachelor’s degree in public health, human services, or related administration field may substitute for experience.
• One (1) or more years of customer service experience.
• Experienced operating general office machines such as computers, facsimiles, copiers, and scanners.
• Demonstrated knowledge of database programs such as Microsoft Office, FaxCom, and EHR systems.
• Familiarity with medical, administrative, ethical, and legal requirements of HIPAA and ADA.
• Understanding of third-party insurance and accountable/managed care concepts.

Skills

• Ability to communicate professionally and effectively in English, both verbally and in written form.
• Ability to work with minimum supervision, perform multiple tasks, and organize and prioritize work in a systematic and efficient fashion.
• Ability to be flexible and responsive to ever-changing agency needs and act accordingly.
• Ability to follow complex instructions and procedures with close attention to detail.
• Able to exercise sound judgment and critical thinking in the execution of job duties.
• Ability to work collaboratively across disciplinary teams.
• Comfortable training others as well as breaking down and delegating tasks when appropriate.
• Highly proficient customer service skills.
• Ability to effectively work with individuals experiencing homelessness or other marginalized groups.
• Ability to work with physically, mentally, socially, and economically challenged individuals.
• Ability to work with clients from diverse backgrounds and/or with limited language proficiencies.