Client Access Specialist - UDS Tech

Central City Concern • Portland, OR

2d • Onsite

About The Position

Central City Concern offers integrated housing, health care, and employment services with the long-term goal of eliminating homelessness. This role supports multiple locations and can float between them to maintain staffing levels. The Client Access Specialist is a critical link between the patient and the care delivered by the clinical and service staff of the integrated services clinic. This position requires exemplifying the core values and mission of the organization, exercising discretion, diplomacy, and tact in all interactions. Responsibilities include welcoming and greeting patients and visitors, providing information, complex scheduling, checking patients/clients in, obtaining and updating demographic information, verifying insurance coverage, updating fee agreements, and collecting payments. This role is a Union Represented position through AFSCME.

Requirements

• High school diploma or GED equivalent and 1 year of experience in a medical office setting or administrative support role; OR 2 years of experience in a high-volume public contact position that utilized customer service.
• Current CPR certification prior to start.
• Ability to walk, bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects, and climb stairs with reasonable or no accommodation.
• Ability to adhere to Central City Concern’s drug-free workplace policy.
• Must pass a pre-employment drug screen, TB test, and background check.
• Must adhere to agency’s non-discrimination policies.
• Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliations, cultural backgrounds, lifestyles, and sexual orientations, treating each individual with respect and dignity.
• Excellent communication skills, both verbally and written.
• Excellent customer service skills a must.
• Familiarity with electronic medical records and medical scheduling systems.
• Ability to follow complex scheduling guidelines.
• Ability to navigate electronic systems applicable to job functions.
• Experience with general office machines
• Extremely detailed oriented.
• Organized with an ability to multi-task .
• Ability to problem solve independently and with a team.
• De-escalation skills.
• Proficient in Microsoft Office products.
• Excellent data entry skills.
• Knowledge of insurances and verifications.
• Must have a high tolerance for ambiguity and change.

Nice To Haves

• Experience in a clinical setting is preferred.
• Ability to work efficiently in a fast-paced environment.
• Ability to work calmly with patients/clients that are often in distress or agitated.
• Working knowledge of Central City preferred.
• Basic knowledge of medical terminology preferred.
• Bi-Lingual preferred.
• Experience in both medical and behavioral clinic setting preferred.

Responsibilities

• Deliver comprehensive, client centered, and trauma informed integrated services.
• Identify new opportunities to improve collaboration between and within service and care teams while carefully following information-sharing guidelines.
• Proactively identify opportunities for improvement within workflows and logistics.
• Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
• Build understanding of and appreciation for diversity among clients and support their connection to culturally responsive and culturally specific services as requested.
• Greet all patients/clients and visitors in person and over the phone in a welcoming and inclusive manner.
• Enter initial demographics for new clients seeking services at and schedule an appointment with Registration Specialist.
• Review patient alerts (at scheduling and check-in) and takes needed action to resolve.
• Schedule appointments for established patients/clients for multiple providers and services.
• Arrange interpretation services for appointments.
• Check patients/clients in for scheduled appointments and groups or walk-ins.
• Work with patients in a trauma informed way to gather patient profile updates.
• Thoroughly reviews patient profile and other paperwork to ensure the completeness and quality of data.
• Scan and/or distribute paperwork timely and appropriately as per protocol.
• Update registration data in Centricity as per policy and training.
• Verify insurance coverage and copies new insurance cards, directing patients to work with OHP assistors when needed.
• Collect and record payments and co-pays.
• Make confirmation calls for scheduled appointments.
• Clear the schedule of no showed appointments each day.
• Make outreach calls for appointments no showed and documents in patient/client chart as per protocol.
• Make calls to arrange medical transportation for patients/clients.
• Distribute bus tickets to patients and records transaction.
• Facilitate patient flow and manages the waiting areas to provide comfort & safety in a welcoming and inclusion environment.
• Participate in crisis response protocols.
• Manage patient/client mail.
• Issue and collects patient/client surveys.
• Keep public literature/brochures/handouts/suggestion boxes supplied.
• Keep office supplies, appointment cards and forms adequately stocked by anticipating needs and informing purchasing agent.
• Provide backup for contact center representative.
• Provide information inquiries and outside resource materials in a polite and courteous manner.
• Participate in compliance, quality assurance and quality improvement activities as directed.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security.
• Support compliance with all privacy and security requirements pursuant to community partners’ and outside providers’ patient confidentiality agreements, including privacy and security requirements for EMR access.
• Attend all mandatory CCC trainings in a timely manner.
• Perform other duties as assigned.
• Observe clients of the same gender as they provide urine drug samples, secure samples via chain of custody procedures.
• Maintain and complete appropriate data entry as it relates to urine drug screens, such as transcribing point of service results as well as lab results and LCMS or GCMS results.
• Ensure that urine drug screen procedure is trauma informed and patient centered.
• Ensure that urine drug screen process treats patients both equitably and as individual humans.

Benefits

• Generous paid time off plan which provides up to 4 weeks of PTO accrual in the first year. Accrual increases with longevity.
• Amazing 403(b) Retirement Savings plan with competitive employer match with 4.25% in the first year, 6% in the second year, and 8% in the 3rd year.
• Up to 11 recognized Holidays + 2 Personal Holidays (dependent on work schedule).
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long Term Disability Insurance!
• Sabbatical Program offering extended time off at years 7, 14, and 21.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED