Client Access Specialist

Riveon Healthcare•Lorain, PA

8d•Onsite

About The Position

The Client Access Specialist provides client-centered administrative support at Riveon Mental Health and Recovery and off-site locations. The role is cross-trained across varied functions and settings, including greeting, assisting, and directing clients and visitors; answering and routing telephone calls; and maintaining accurate client information in the electronic medical record (EMR). The position also supports client eligibility and payment processes, appointment scheduling, records management, transportation arrangements, interpretation services, and general clerical operations. Two schedules are available: Monday through Friday, 8:30 a.m. to 5 p.m.; or Monday through Thursday, 11:30 a.m. to 8 p.m., and Friday, 8:30 a.m. to 5 p.m. The role is primarily office-based and involves substantial telephone, computer, and face-to-face client contact, with occasional travel between agency sites to transport work-related materials.

Requirements

High school graduate or equivalent.
Typing speed of at least 35 words per minute.
At least one year of receptionist and/or switchboard operator experience in a health care setting, or three years of general receptionist or clerical experience.
Strong customer-service orientation and experience.
Ability to use common-sense judgment and follow written and oral instructions while working under minimal supervision.
Manual dexterity and ability to communicate orally in person.
Ability to work in a fast-paced environment with multiple priorities.
Knowledge of proper telephone etiquette and ability to handle difficult customers.
Ability to maintain a pleasant and courteous disposition and provide excellent customer service.
Comfort and proficiency with computers, a mouse, and preferably current versions of Windows, Word, and Excel for client check-in and scheduling.
Ability to handle difficult customers using conflict-resolution techniques.
Sensitivity to different cultures.
After orientation, working knowledge of Riveon Mental Health and Recovery policies and procedures, including client rights, confidentiality, and health and safety issues.
Favorable references and/or evaluations are required.
Ability to maintain close vision for computer work and excellent language and speaking skills for frequent face-to-face client contact.

Nice To Haves

Bilingual English/Spanish speaking ability.
Experience with electronic medical records (EMR).
Computer experience with current versions of Windows, Word, and Excel.

Responsibilities

Serve as the first point of contact for clients, visitors, and vendors; greet and check in clients, monitor waiting areas, direct people to appropriate destinations, and keep waiting areas orderly.
Collect and update demographic, insurance, payer, clinician assignment, program, and financial information in client medical records.
Relay retroactive billing information to the Billing Supervisor.
Maintain the office filing system and follow the records retention schedule.
Process release of information requests and maintain the ROI database.
Determine client eligibility for entitlement programs and sliding fees; complete required documentation, collect verification, and keep client data current in the EMR.
Track eligibility redetermination dates and follow up with clients in a timely manner when they arrive for appointments.
Help clients understand third-party payer benefits and requirements; contact payers to verify coverage and plan restrictions, obtain precertification as needed, and collect account payments.
Schedule clinical appointments using the EMR, make reminder calls, print schedules, distribute surveys and informational materials, and arrange client transportation.
Answer incoming calls, route them appropriately, and use the central paging system as necessary.
Follow agency policies and procedures and protect client health information in accordance with agency procedures.
Travel between agency sites to pick up and deliver work-related materials as needed.
Provide clerical support, including photocopying, faxing, printing, and scanning.
Communicate with clients in their native language when bilingual and schedule internal or external interpreters as needed.
Work as part of a team, provide peer training and coaching when requested by the Supervisor, and rotate among locations and assignments to provide coverage.
Initiate purchase orders for departmental supplies as needed.
Respond productively to change and stress and handle other related tasks as assigned.
Maintain regular, predictable attendance and punctuality.
Work effectively with others, participate in problem-solving, and contribute to team development by sharing information and knowledge.
Perform other duties as assigned.