Client Care Specialist II

Volunteers of America of Alaska•Anchorage, AK

About The Position

The Client Care Specialist II (CCS2) coordinates intake for new and returning clients. This patient-facing administrative role manages referrals, gathers client information, verifies financial details, communicates with clients and other stakeholders, and schedules appointments. The CCS2 serves as a liaison among clients, programs, and billing, balancing customer service with operational policy and helping ensure all parties understand and agree on how anticipated care costs will be managed. The CCS2 also supports process improvements and other departments through reporting, oversight, projects, training, and communication. The position provides training and support to Client Care Specialist I employees, supports insurance authorization efforts, reviews financial assistance applications, and reports on client care team processes and timelines.

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 regulations.
Valid Alaska driver’s license with a good driving record, and ability to pass VOAAK auto insurance screening through the independent insurance carrier and/or meet minimum state liability coverage when using a personal vehicle.

Nice To Haves

Education in health information management.

Responsibilities

Manage referrals and client access to services, including overseeing and tracking the Point of Entry (POE) process.
Serve as the main point of contact among clients, guardians, referral sources, billing, providers, and other departments to support communication and care coordination.
Collect client information; input and track potential clients; obtain and vet registration documents; track expiring releases of information (ROIs) and obtain replacements when needed; and coordinate information and documentation exchanges with agency providers.
Reverify demographic and financial information annually.
Verify insurance eligibility and benefits at registration, intake, and as needed throughout the client lifecycle; enter information into the EHR so claims are routed to the correct payer and populate correctly.
Initiate and track financial assistance applications, assist clients with Medicaid applications, and communicate with the Alaska Division of Public Assistance about Medicaid application status.
Communicate with clients, guardians, referral sources, programs, billing, and other VOA departments to keep stakeholders aligned on insurance benefits, informed consent options, and financial assistance options.
Ensure the client and VOA understand and have a plan for treatment costs before scheduling program intake.
Schedule assessments, program intakes, and client appointments in accordance with VOA centralized scheduling processes; assist with telehealth appointment logistics.
Identify process inefficiencies and participate in process improvements.
Support other departments through reports, oversight, projects, training, and communication, including work related to CARF accreditation, residential childcare licensing, Alaska Division of Behavioral Health, health and safety, quality assurance, data analysis, and internal and external 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 and protect client confidentiality in accordance with federal, state, and agency policy.
Train and support Client Care Specialist I employees so they meet expectations under applicable policies and procedures.
Support the pursuit of insurance authorizations for services and program enrollments as needed.
Review financial assistance applications and prepare reports for review by the billing and QA director.
Report on client care team processes and timelines, including time to assessment, referral sources, time to intake, barriers to expediting processes, and other information useful for establishing and improving team processes.
Perform other duties as assigned or required to meet essential functions.