Client Service Representative

Key Role Responsibilities

• Greets clients and visitors upon arrival to the clinic and appropriately routes them to the correct staff member.
• Utilizes appointment systems, registration staff and triage protocols to manage the intake of clients into the practice.
• Accurately registers and assists clients with completing baseline information, ensuring the client chart is complete of all required information.
• Helps with completing consents and verifying insurance status, including updating PCP, EVS and updating insurance databases.
• Manages the client discharge process, which may include processing internal and external referrals, informing clients of their referral information, scheduling follow-up appointments, and distributing tokens.
• Schedules appointments for clients across multiple disciplines via in-person requests or telephone calls.
• Documents all activities in the EMR to ensure proper preparation of medical record and billing information prior to the time of appointment.
• Supports other members of the clinic team to ensure smooth client workflow and excellent customer service.
• Takes phone calls in accordance with the policy and service expectations for those clients on the phone as well as those in the clinic; provides telephone triage; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately and timely.
• Processes release of information requests; receives and distributes PHI in accordance with agency protocols adhering to HIPAA and patient confidentiality requirements.
• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards.

Requirements

• High School Diploma or GED required.
• One year of experience in Customer Service required.
• Experience working with people who are experiencing homelessness or from low-income backgrounds.
• Experience working with computers and databases, preferably medical or insurance systems.
• Bilingual (Spanish) highly preferred.

Skills

• Excellent customer service, with ability to clearly communicate verbally and in writing.
• Maintain confidentiality in all circumstances.
• Remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor.
• Security or de-escalation training preferred.
• Able to work with interdisciplinary teams.
• Able to cope with interruptions, be flexible and be a team player.

Benefits

Be part of a mission-driven team committed to racial equity, social justice, and community wellness. Work in a dynamic, people-first organization that centers compassion, authenticity, and hope. Receive training and support to grow in your advocacy and peer work. Help shape the future of housing and recovery services in Baltimore.

Pay

Compensation is commensurate with experience.

Schedule

Hours are typically 8:00 AM - 5:00 PM, Monday through Friday.

Department

Practice Operations

Client Services Manager

To: Client Services Manager

FLSA Status

Non-Exempt

Supervisor

No

Leadership Level

Individual Contributor

Job Function

Essential On-Site

Essential On-Site Overview

The Client Service Representative provides customer service to clients, staff and visitors through administrative support in various capacities. This role accurately and efficiently manages confidential information in multiple databases and systems to support clients through every stage of their visit at Health Care for the Homeless.

Formal Education and Training

• High School Diploma or GED required.

Experience

• One year of experience in Customer Service required.
• Experience working with people who are experiencing homelessness or from low-income backgrounds.
• Experience working with computers and databases, preferably medical or insurance systems.

Why Join Us?

• Be part of a mission-driven team committed to racial equity, social justice, and community wellness.
• Work in a dynamic, people-first organization that centers compassion, authenticity, and hope.
• Receive training and support to grow in your advocacy and peer work.
• Help shape the future of housing and recovery services in Baltimore.

Notice to Applicants

Health Care for the Homeless participates in E-Verify. All newly hired employees are required to complete the I-9 Employment Eligibility Verification form and provide documentation proving their identity and legal authorization to work in the United States. We use the E-Verify system to confirm employment eligibility in accordance with federal law.