Client Services Coordinator

Shift: 4:30AM-1:00PM Monday - Friday

About the role

Community Medical Services (CMS) is seeking a Client Services Coordinator to be the welcoming face of our clinic. Under the supervision of the Clinic Manager, you will greet clients and visitors with professionalism, compassion, and a trauma-informed approach. You’ll play a key role in coordinating client care, including scheduling appointments, assisting with walk-in intakes, and addressing client concerns. As part of our mission to help individuals recover from substance use disorders, you’ll thrive in a supportive, engaging, and fulfilling work environment where your contributions are valued.

Responsibilities

• Greets and attends to clients in person and over the phone
• Answers all phone calls in a professional and courteous manner
• Manages the patient flow of a high volume of clients in a fast-paced environment
• May place outbound calls to schedule follow-up appointments, or to engage clients in treatment
• Creates new client profiles and enters demographic information in electronic health record
• Schedules appointments using electronic scheduling system
• Completes accurate documentation of client visits in their electronic health record
• Maintains a welcoming lobby and reception area by ensuring areas remain clean and organized
• Coordinates intakes on a walk-in basis, including assisting clients with completion of required documentation and scheduling with an available provider and counselor to complete intake process
• Verifies insurance eligibility through various insurance portals, setting up billing episodes in electronic health record
• Establishes client payment plans and financial contracts, collects and posts payments
• Ensures confidentiality of all client and employee information
• Assists in the de-escalation of clients using a trauma-informed approach
• Triages client issues to secure most appropriate solution
• Introduces clients to the Recovery Connect engagement app and help them navigate it as needed
• Completes end of day tasks, including reconciling deposit and payment records
• Verifies cash in cash box at the beginning of shift and reconciles cash count at the end of the day
• Uses appropriate incident reporting procedures when documenting unsafe or problematic incidents involving clients, clients and/or staff
• Participates in in-service/education regarding Quality Improvement or required job-focused education
• Helps maintain inventory and assist in ordering clinic supplies
• Performs general office duties, such as document preparation, scanning, faxing

Requirements

• High School Diploma/GED
• 1+ years of experience in customer service is required
• 1+ years of front desk experience, preferably at hospital front desk or multi-physician practice is required
• Hospital front desk or multi-physician front desk experience preferred
• For employees in the following states (TX/OH/MN/IN/WI): Motor Vehicle Valid state-issued driver’s license and MVR clearance is required; a 39-month MVR is required for any applicant at the time of the interview

Skills

• Ability to communicate clearly and effectively between all organizational levels and with outside providers
• Basic computer knowledge, including ability to navigate in electronic health records
• Culturally competent and sensitive to client and employee needs
• Demonstrated ability in medication administration accuracy and ability to maintain accurate client records
• Excellent organizational skills, accuracy, and attention to detail
• Problem solving, conflict resolution, time management, and strong customer service skills
• Strong team player comfortable working in a fast-paced setting
• Ability to maintain confidentiality to ensure compliance with HIPAA and 42 CFR
• Flexible with the ability to work in a continuously changing environment
• Ability to work flexible hours including nights, weekends, and holidays

Tools and Equipment

• Frequent use of a telephone, computer, printer, fax machine and copier
• Frequent use of the internet and various web browser software, and Microsoft Office products, including Outlook, Word, Excel, and PowerPoint
• Frequent use of electronic health record

Physical Working Conditions and Office Setting

• Prolonged sitting, standing, frequent bending, stooping, or stretching associated with an office environment
• Frequent and prolonged typing and operation of computer, keyboard, and telephones
• Some lifting may be required: Employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds

Benefits

• Subsidized medical, dental, and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick, vacation, and holiday time
• 401K retirement plan with match
• Tuition and Continuing Medical Education reimbursement up to 100%
• Employee assistance program to support your mental health and wellness
• Ongoing professional development