On-Call Client Access Specialist II

Central City Concern offers integrated housing, health care, and employment services with the long-term goal of eliminating homelessness. Our Client Access team supports the following locations: Blackburn, Evergreen Crossing, Golden West, Imani, Old Town Clinic, Old Town Recovery Center, Puentes, River Haven, 16 & Burnside Recovery Center, and Hooper Detox. This role can float between locations to help maintain staffing levels.

About the role

This position will work as a member of a multi-disciplinary team to deliver comprehensive, person-centered, integrated services. The Client Access Specialist II is considered a critical link between the patient and the care delivered by the clinical and service staff of our integrated services clinic. The Client Access Specialist II must exemplify the core values and mission of the organization, always exercise the utmost discretion, diplomacy and tact in patient, visitor and staff interactions.

The on-call Client Access Specialist II will be part of an on-call pool that is used to cover absences at all locations with CAS II positions. On-call employees must work at least once every month to remain active on payroll.

Responsibilities

• Greet and register patients for medical care in the clinical setting.
• Work with patients in a trauma-informed way to gather patient profile, source, social determinants of health, and other intake information.
• Verify patient demographic and insurance information, including eligibility and benefits (including policy limitations) for all payers using approved systems.
• Use problem-solving skills to verify patient identification through name, date of birth, social security number, and address to minimize duplicate medical records.
• Maintain thorough knowledge of CCC services/benefits, community resources, and federal/state laws affecting health care planning.
• Communicate CCC and clinic policies and procedures to patients.
• Partner with major insurances to promote intakes for their clients.
• Responsible for training backup coverage and piloting new projects relating to intakes.
• Assist Operations Manager in planning the upcoming month’s template for intakes.
• Serve as the primary contact for other CCC and outside agencies referring clients for intakes.
• Complete a variety of computer-based tasks related to documentation (e.g., typing correspondence, memos, reports, data entry, registration, billing).
• Assist with clinical outreach to patients, including reviewing patient information and placing phone calls.
• Ensure referrals are addressed in a timely manner, prioritizing urgent items immediately.
• Review details and expectations about referrals with patients and act as a point of contact for questions or concerns.
• Assist patients in problem-solving issues related to specialty appointments (e.g., transportation, rescheduling).
• Input and track all referrals in the EMR system and maintain monthly referral tracking reports.
• Outreach and follow up on any incomplete referrals.
• Utilize EMR/EHR online portals to track referral progress and retrieve consult reports.
• Communicate with clinical care teams about specific patients and changes in referral processes.
• Explain and request patients to sign regulatory forms such as consent and release forms.
• Make copies or scans of patient identification, insurance information, and related documents.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2.
• Support compliance with privacy and security requirements for community partners and outside providers.
• Cover for Client Access Specialist I or II as needed.
• Attend all mandatory CCC trainings in a timely manner.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required; Associate’s Degree or higher in a health or social service-related field preferred.
• One year of experience in a medical office setting or administrative support role and one year of experience with medical insurance, authorizations, and referrals or two years in a high-volume public contact position that utilized customer service and one year of experience with medical insurance, authorizations, and referrals.
• Medical background (e.g., CNA, MA) preferred but not required.
• Experience working with electronic health records.
• Bilingual in Spanish preferred.
• Current CPR certification before start date.
• Must pass a pre-employment drug screen, TB test, and background check, including clearance by the DHS Background Check Unit.
• Physically able to bend, stoop, kneel, squat, twist, reach, pull, and lift heavy objects; must be able to climb stairs several times a day.
• Must adhere to agency’s non-discrimination policies.
• Ability to effectively interact with co-workers and patients from diverse ethnic backgrounds, religious views, political affiliations, cultural backgrounds, lifestyles, and sexual orientations.

Skills

• General knowledge of medical office practices.
• Strong computer skills, including experience with Excel, Word, and Electronic Health Records.
• Knowledge of medical insurance, authorizations, and referrals.
• Basic computer keyboarding skills (30-45 wpm).
• One year of experience working in a busy medical office.
• Proven record of reliable attendance, punctuality, and successful performance.
• Ability to complete multiple tasks simultaneously in a fast-paced environment.
• Exceptional organizational skills and ability to manage competing priorities.
• Strong innovation skills and ability to apply computer knowledge to increase efficiency.
• Proven customer relations and motivational interviewing experience.
• Strong relationship-building skills with patients, health plans, providers, staff, and management.
• Excellent customer service skills, both in person and on the phone.
• Exceptional interpersonal skills, including conflict resolution and problem-solving.
• Patient advocacy skills and sensitivity to patient needs.
• Strong written and verbal communication skills.

Schedule

Monday - Friday; between the hours of 6:45 AM - 5:00 PM.

Locations: Hooper Detox (1535 N Williams Ave, Portland, OR 97227) and 16 & Burnside (1616 E Burnside St, Portland, OR 97214).

Pay

$22.24/hr - $28.91/hr.