Client Care Specialist II
About The Position
The Client Care Specialist II (CCS2) coordinates the intake process for new and returning clients. This patient-facing administrative position manages referrals, collects client information, verifies financial details, communicates with stakeholders, and schedules appointments. The CCS2 serves as a liaison among clients, programs, and the billing department, supporting clear communication and coordination while balancing customer service with operational policy. The role helps ensure clients and the organization understand and agree on how anticipated costs of care will be managed before program intake is scheduled. The CCS2 also supports process improvements and other departments through reporting, oversight, projects, training, and communication. Additional duties include maintaining client records and confidentiality, supporting insurance authorizations, reviewing financial assistance applications, and reporting on client care team processes and timelines. The position has no direct reports and 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 access to personal 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 the 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, serving as a point of contact among clients, guardians, referral sources, billing, and providers, and tracking the Point of Entry process.
- Collect and track client information, obtain and review registration documents, monitor expiring releases of information, coordinate information exchanges with agency providers, and annually reverify demographic and financial information.
- Verify insurance eligibility and benefits through websites and phone calls; enter information in the EHR so claims route to the correct payer; track financial assistance applications; assist with Medicaid applications; and communicate with the Alaska Division of Public Assistance about application status.
- Communicate with clients, guardians, referral sources, programs, billing, and other agency departments to align stakeholders and clarify insurance benefits, informed consent options, and financial assistance options.
- Ensure the client and organization understand and have a plan for treatment costs before scheduling program intake.
- Schedule assessments, program intakes, and client appointments according to centralized scheduling processes, and assist with telehealth appointment logistics.
- Identify process inefficiencies and participate in process improvements.
- Support other departments through reports, oversight, projects, training, and communication related to accreditation, licensing, behavioral health, health and safety, quality assurance, data analysis, and audits.
- Scan paper documentation into the EHR for new and returning clients; sort and route mail, including opening and scanning billing mail; and maintain assigned spaces.
- Maintain client confidentiality in accordance with federal, state, and agency policy.
- Train and support Client Care Specialist I employees in meeting policy and procedure expectations.
- Support acquisition 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 and intake, referral sources, barriers, and other information useful for establishing and improving processes.
- Perform other duties as assigned or required to meet essential functions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
