Client Service Specialist

About the role

Overview The Client Service Specialist (CSS) position routinely independently performs multiple administrative functions within a interdisciplinary, community-based, stationary and/or mobile ambulatory practice. This position supports medical, behavioral health and dental providers, nurses, social workers and administrators and is able to move effortlessly across various teams and/or locations. This role coaches and mentors client service representatives (CSRs) and exemplifies excellent first line customer service.

Responsibilities

• Performs and fulfills all of the duties and responsibilities of the CSR position (registration, scheduling, insurance verification, referrals, and medical records) as a routine part of their daily duties.
• Processes referrals generated by providers at discharge, which includes: identifying referral entity, obtaining authorizations if needed, completing all necessary paperwork, and faxes supporting documents to the referring entity;
• Follow-up with clients and or the referring entity regarding outstanding referral issues as needed;
• Assist clients with scheduling referral appointments as needed;
• Track and report processing issues to supervisor;
• Verify client insurance benefits to obtain pre-authorization
• Process and maintain priority release of information and daily scanning of incoming records in adherence to the agency’s Medical Records Procedure; manages the workflow of medical records to maintain efficiency and high accuracy in release of records and receipt of records from outside providers
• In collaboration with the Practice Manager, documents and maintains customer service actions and helps identify client satisfaction improvement strategies.
• Responds promptly and appropriately to client questions/concerns/complaints and attempts immediate resolution;
• Identifies client needs and connects with other services, (e.g. case management and CHW) within the agency or through established external partners.
• Support Practice manager with compiling and coordinating data for analysis and assessment of clinic flow, fiscal expenditures, and service delivery
• Provide customer service excellence marked by culturally-competent, client-centered, ethical, respectful, inclusive, and professional access for clients, visitors, partners and the broader community.
• Contributes to the achievement of established department goals and objectives.
• Adheres to department policies, procedures, quality standards and safety standards.
• Complies with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.

Requirements

Formal Education and Training: High school diploma or GED is required; Associate’s degree or higher level education preferred; relevant work experience may be substituted for formal education credit hours. Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management