Client Access Specialist ON CALL

BRIDGES TO CHANGE INC•Portland, OR

10d•Onsite

About The Position

The part-time, on call Client Access Specialist serves as on-call administrative and front desk coverage to maintain continuity of office operations during scheduled or unscheduled absences of regular reception staff. This role serves as the first point of contact for clients, visitors and telephone inquiries, creating a welcoming, professional and client-centered experience. This position provides comprehensive front desk support while ensuring all clients and guests receive accurate, timely, and meaningful information about services and resources. The Client Access Specialist is responsible for complex scheduling across multiple providers and services, checking clients in for appointments, and maintaining accurate client records by obtaining and updating demographic information, verifying insurance coverage, updating fee agreements, and collecting payments at the time of service. Additional responsibilities include managing incoming and outgoing mail and deliveries, coordinating conference room scheduling, and performing a variety of clerical and administrative duties. This role plays a critical part in ensuring efficient clinic operations while fostering a positive, organized, and welcoming environment for clients, staff, and community partners. This role requires flexibility, including the ability to respond to on-call coverage needs and accept shifts on short notice.

Requirements

State ORCHARDS BCU background check clearance, required
Prior experience in a healthcare office or a high-volume customer service or administrative environment with extensive public interaction, required
Computer literacy; proficient ability with Electronic Health Record (EHR) highly preferred, Microsoft applications including Excel, highly preferred.
Ability to manage and safeguard sensitive client information, including medical records and billing data, in compliance with privacy, confidentiality, and security requirements
Exceptional written and verbal communication skills, with the ability to convey complex information clearly, professionally, and appropriately for diverse audiences
Excellent organizational and time-management skills, with the ability to manage multiple priorities, adapt to shifting needs, and perform effectively in a fast-paced environment
Demonstrated ability to establish and maintain clear professional boundaries while holding participants and staff accountable with compassion and consistency
Strong communication, trauma-informed engagement, and conflict resolution skills, with the ability to navigate emotionally charged or complex situations
Ability to remain calm, regulated, and exercise sound judgment in high-stress or crisis situations
Demonstrated success working effectively with individuals from diverse backgrounds and contributing to an inclusive, respectful, and culturally responsive workplace environment
Ability to communicate professionally and empathetically with staff, applicants, vendors, and regulatory partners while providing high-quality customer service

Nice To Haves

Prior experience in a behavioral health setting, strongly preferred
Spanish bilingual, strongly preferred

Responsibilities

Serve as the primary front desk and intake point of contact, managing reception operations including greeting and directing visitors and clients, answering and routing calls, and maintaining a welcoming, professional environment.
Collaborate and communicate effectively with clinical staff, community partners, and internal teams regarding client scheduling, intake status, and administrative needs.
Provide a high level of professional service and values-based hospitality while safeguarding participant privacy and maintaining an atmosphere of dignity, safety, and trust.
Perform intake coordination duties, including scheduling appointments.
Enter, update, and maintain accurate client demographic, insurance, and contact information within EHR as per policy and training.
Verify insurance coverage and copy new insurance cards, directing patients to work with OHP assistors if appropriate.
Conduct appointment reminder calls for scheduled appointments.
Verify insurance eligibility for each scheduled client and ensure required intake information and documentation are completed accurately and timely.
Provide primary data entry and administrative support for business office functions, including MOTS, health records requests.
Access insurance payer portals to verify eligibility, document verification outcomes, and communicate coverage information to relevant staff.
Maintain and manage provider schedules within EHR to support efficient and accurate service delivery.
Document client inquiries, phone calls, insurance verification, and intake-related activities in the EHR in accordance with documentation standards.
Perform general clerical and administrative duties, including photocopying, filing, faxing, scanning, and records management.
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.
Adhere to organizational policies and procedures, confidentiality regulations, and all applicable federal and state behavioral health standards.
Perform other duties as assigned.