Client Service Specialist

About the Role

The Client Service Specialist (CSS) routinely and independently performs multiple administrative functions within an 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 duties and responsibilities of the CSR position (registration, scheduling, insurance verification, referrals, and medical records) as a routine part of daily duties.
• Processes referrals generated by providers at discharge, including:
  • Identifying referral entity
  • Obtaining authorizations if needed
  • Completing all necessary paperwork
  • Faxing supporting documents to the referring entity
• Follows up with clients and/or the referring entity regarding outstanding referral issues as needed.
• Assists clients with scheduling referral appointments as needed.
• Tracks and reports processing issues to supervisor.
• Verifies client insurance benefits to obtain pre-authorization.
• Processes and maintains 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.
• Supports the Practice Manager with compiling and coordinating data for analysis and assessment of clinic flow, fiscal expenditures, and service delivery.
• Provides 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

• 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 an accredited program in community health, health education, health care or public health administration, human services, medical practice management systems, or related field is highly desirable.
• Completion of Certified Application Counselor (CAC) preferred.
• Minimum of one (1) year of experience fulfilling all duties and responsibilities of a Client Service Representative or similar role in a FQHC, ambulatory care, or hospital setting.
• Two (2) or more years of experience in health or human services; Bachelor’s degree in public health, human services, or related administration field may substitute for experience.
• Two (2) or more years of customer service experience.
• Understanding of ambulatory practice management, physician office, and/or clinical operations.
• Practice working collaboratively in a multi-disciplinary clinical setting.
• 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 effectively in English, both verbally and in written form.
• Ability to work independently with minimum supervision; self-manage to organize and prioritize work to multi-task and meet deadlines.
• Ability to work collaboratively across interdisciplinary teams; capable of coordinating multiple workloads.
• 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 identify, assess, and communicate needs and challenges.
• Comfortable training others as well as breaking down and delegating tasks, when appropriate.
• Adept at providing highly proficient customer service.
• Ability to be flexible and responsive to ever-changing agency needs and act accordingly.
• Able to work with physically, mentally, socially, and economically disadvantaged individuals.
• Ability to work with clients from diverse backgrounds and/or with limited language proficiencies.
• Familiarity with de-escalation techniques during stressful, inflammatory, or hostile circumstances.

Benefits

• Affordable medical, dental, and vision coverage.
• Generous paid time off.
• Employer-supported retirement.
• Paid parental leave.
• Loan repayment opportunities for eligible roles.

Pay

Language premium for fluency in Spanish of $4,000 per year (paid bi-weekly) is offered pending successful passing of proficiency assessment.

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