Client Service Specialist

Healthcare For the Homeless•Baltimore, MD

1d•Hybrid

About The Position

The Client Service Specialist (CSS) position routinely independently performs multiple administrative functions within a interdisciplinary, community-based, stationary and/or mobile ambulatory practice. This position supports medical, behavioral health and dental providers, nurses, social workers and administrators and is able to move effortlessly across various teams and/or locations. This role coaches and mentors client service representatives (CSRs) and exemplifies excellent first line customer service.

Requirements

High school diploma or GED is required; Associate’s degree or higher level education preferred; relevant work experience may be substituted for formal education credit hours.
Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management systems, or related field is highly desirable.
Completion of Certified Application Counselor (CAC) preferred
Minimum of one (1) year experience fulfilling all duties and responsibilities of a Client Service Representative or similar role in a FQHC, ambulatory care, or hospital setting.
Two (2) or more years of experience in health or human services; Bachelor’s degree in public health, human services, or related administration field may substitute for experience.
Two (2) or more years of customer services experience.
Understanding of ambulatory practice management, physician office and/or clinical operations.
Practice working collaboratively in a multi-disciplinary clinical setting
Experienced operating general office machines such as computers, facsimiles, copiers, and scanners
Demonstrated knowledge of database programs; such as: Microsoft Office, FaxCom, and EHR systems.
Familiarity with medical, administrative, ethical and the legal requirements of HIPAA and ADA;
Understanding of third party insurance and accountable/managed care concepts
Ability to communicate effectively in English, both verbally and in written form
Effectively and efficiently work independently with minimum supervision ; self-manage to organize and prioritize work to multi-task and meet deadlines
Ability to work collaboratively across interdisciplinary teams;
Capable of coordinating multiple workloads
Ability to follow complex instructions and procedures, with a close attention to detail
Able to exercise sound judgment and critical thinking in the execution of job duties
Ability to identify, assess, and communicate needs and challenges
Comfortable training others as well as breaking down and delegating tasks, when appropriate
Adept at providing highly proficient customer service
Ability to be flexible and responsive to ever-changing agency needs and act accordingly
Able to work with physically, mentally, socially, and economically disadvantaged individuals
Ability to work with clients from diverse backgrounds and/or with limited language proficiencies .
Familiarity with de-escalation techniques during stressful, inflammatory, or hostile circumstances.

Nice To Haves

Associate’s degree or higher level education preferred
Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management systems, or related field is highly desirable.
Completion of Certified Application Counselor (CAC) preferred
Bachelor’s degree in public health, human services, or related administration field may substitute for experience.
Premium Pay Language premium for fluency in Spanish of $4,000 per year (paid bi-weekly) is offered pending successful passing of proficiency assessment.

Responsibilities

Performs and fulfills all of the duties and responsibilities of the CSR position (registration, scheduling, insurance verification, referrals, and medical records) as a routine part of their daily duties.
Processes referrals generated by providers at discharge, which includes: identifying referral entity, obtaining authorizations if needed, completing all necessary paperwork, and faxes supporting documents to the referring entity; Follow-up with clients and or the referring entity regarding outstanding referral issues as needed; Assist clients with scheduling referral appointments as needed; Track and report processing issues to supervisor; Verify client insurance benefits to obtain pre-authorization
Process and maintain priority release of information and daily scanning of incoming records in adherence to the agency’s Medical Records Procedure; manages the workflow of medical records to maintain efficiency and high accuracy in release of records and receipt of records from outside providers
In collaboration with the Practice Manager, documents and maintains customer service actions and helps identify client satisfaction improvement strategies.
Responds promptly and appropriately to client questions/concerns/complaints and attempts immediate resolution; Identifies client needs and connects with other services, (e.g. case management and CHW) within the agency or through established external partners.
Support Practice manager with compiling and coordinating data for analysis and assessment of clinic flow, fiscal expenditures, and service delivery
Provide customer service excellence marked by culturally-competent, client-centered, ethical, respectful, inclusive, and professional access for clients, visitors, partners and the broader community.
Contributes to the achievement of established department goals and objectives.
Adheres to department policies, procedures, quality standards and safety standards.
Complies with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.