Client Care Specialist I

Volunteers of America of Alaska•Anchorage, AK

About The Position

The Client Care Specialist I (CCS1) coordinates intake for new and returning clients. This patient-facing administrative role manages referrals, collects client information, verifies financial details, communicates with stakeholders, and schedules appointments. The CCS1 serves as a liaison among clients, programs, and the billing department, balancing courteous client service with operational policies. The role helps ensure that clients, programs, and billing understand and agree on how anticipated care costs will be managed before program intake is scheduled. The CCS1 also supports agency processes and departments through documentation, reporting, oversight, projects, training, and communication. The position is non-exempt, hourly, full-time, and has no direct reports. It reports to the Intake Supervisor.

Requirements

High school diploma or GED.
At least two years of experience with Medicaid regulations, billing, and quality assurance.
Ability to make sound decisions based on available information.
Demonstrated customer service skills.
Excellent writing and communication skills.
Ability to work flexible hours, including days and evenings.
Ability to travel if required and have own transportation.
Ability to pass a criminal background check in accordance with current state regulatory requirements.
Valid Alaska driver's license with a good driving record, and ability to pass the VOAAK auto insurance screening through the independent insurance carrier and/or meet minimum state liability coverage when using a personal vehicle.
Ability to perform the stated job functions, with reasonable accommodations available as applicable; the role frequently involves sitting, using hands to handle or feel objects, and talking or hearing, and occasionally lifting up to 25 pounds.

Nice To Haves

Education in health information management is preferred.

Responsibilities

Manage referrals and client access to services.
Serve as the main point of contact among clients, guardians, referral sources, billing, and providers to facilitate communication and care coordination.
Oversee and track the Point of Entry (POE) process.
Collect client information; input and track potential clients; obtain and vet registration documents; and track expiring releases of information (ROIs) and obtain replacements when needed.
Coordinate with other agency providers to exchange information and documentation.
Reverify demographic and financial information annually.
Verify financial details, including insurance eligibility and benefits through websites and phone calls at registration, intake, and as needed throughout the client lifecycle.
Enter information into the EHR so claims are submitted to the correct payer and populate correctly.
Initiate and track financial assistance applications when applicable, assist clients with Medicaid applications, and contact the Alaska Division of Public Assistance about application status.
Communicate with clients, guardians, referral sources, and other agency departments to keep stakeholders aligned.
Explain insurance benefits, informed-consent options, and financial assistance options to clients, programs, and billing; ensure there is a shared understanding and plan for treatment costs before scheduling program intake.
Schedule assessments, program intakes, and client appointments according to centralized scheduling processes; assist with telehealth appointment logistics.
Identify process inefficiencies and participate in process improvements.
Support other departments as needed through reports, oversight, projects, training, and communication, including work related to accreditation, licensing, behavioral health, health and safety, quality assurance, data analysis, and audits.
Scan paper documentation for new and returning clients into the EHR.
Sort and route mail, including opening and scanning billing mail.
Maintain the organization and cleanliness of assigned spaces.
Protect client confidentiality in accordance with federal, state, and agency policies.
Perform other duties as assigned or required to meet essential functions.