Client Services Analyst

Catalight

About The Position

The Client Services Analyst (CSA) reports to an Assistant Manager, Client Services within the Easterseals Northern California Family of Companies. This role is crucial for developing care teams and schedules for a designated number of clients. The CSA is responsible for analyzing practitioner availability to build client teams based on client availability, independently presenting these schedules to caregivers, and managing assigned client schedules to ensure compliance with all state and funder source requirements. The position involves handling complex escalations, ensuring timely schedule offers, forming and maintaining treatment groups, collaborating with clinical and administrative teams, and managing a high volume of incoming requests from clients, caregivers, and clinical team members. Easterseals Northern California has nearly 100 years of experience providing services to people with disabilities and their families, particularly in the autism spectrum disorder (ASD) space. It is part of a family of companies, including the Catalight Foundation and Catalight Care Services (CCS), aiming to transform home and community-based care for people with developmental disabilities.

Requirements

2+ years of experience in a scheduling/customer service role.
Ability to communicate effectively within the work environment, read and write using the primary language within the workplace.
Visual and auditory ability to work with clients, staff and others in the workplace continuously.
Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
Utilize computer and cell phone for effective communication.
Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
Experience analyzing various scenarios to identify the most effective utilization of staff to meet client needs.
Knowledge of scheduling systems and processes.
Knowledgeable in a variety of service lines with expected direct treatment care hours minimum ratio to meet standard obligations as outlined by Department of Managed Health Care (DMHC).
Appreciates and demonstrates collaboration across teams.
Serves as a role model, bringing our core values to life in your work.
Appreciation for cross-departmental collaboration.
Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.
Personable; able to work comfortably with individuals at all levels within the organization.
Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
Strong skill in managing conflicting priorities.
Knowledge of multiple historically excluded groups with knowledge in I/DD (intellectual and developmental disability) communities.
Approaches work with a growth mindset, welcome feedback, and understand that humans all have biases and are imperfect as a baseline.
Experience working and communicating with families.
Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
Navigates ambiguity with an excitement for problem solving.
Commitment to meet agreed upon deadlines on time or ahead of schedule.
Transparent on action, pursuits, and outcomes.
A commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters.
Comfortable working independently, with focus on excellent customer care and service.
Ability to understand your physical, mental, social, and financial wellbeing needs with a willingness to co-create boundaries that allow you to sustainably show up and honor your humanity.
Capacity to contribute to and help cultivate effective + sustainable wellbeing driven spaces.
Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ).
Ability to obtain and maintain clearance through the Office of Inspector General.
Must attend any required training.

Nice To Haves

AA degree preferred.
Experience in a healthcare setting preferred.
Bi-lingual in Cantonese or Spanish a plus.

Responsibilities

Handle a variety of complex escalations directly with caregivers and clinicians by independently de-escalating situations and identifying alternative solutions that align with schedule offer requirements.
Independently responsible for management of assigned group of clients, ensuring client schedule offers are made within required timeframes and meet requirements based on service type and authorized hours.
Form new treatment groups for clients by utilizing matching criteria and re-group recommendations.
Maintain ongoing group treatment that may require movement to existing placements.
Ensure full recurring schedule offers are presented to begin within 10 business days of a client’s assessment report being approved or acceptance of a direct to treatment client.
Collaborate with provider clinical and administrative teams to meet client direct care hours needed.
Ensure all assigned clients receive appointment offers every 10 business days to remain in compliance with California’s timely access to care regulations.
Provide coverage and support for other Analysts as needed.
Receive inbound and place outbound phone calls, respond to emails and correspondence in custom application.
Maintain accurate and reliable documentation at all times in client health care records.
Responsible for efficiently analyzing reports that support client hours management and staff hours.
Design schedules for clinical management that strategically optimize their time for client facing appointments.
Responsible for managing a personal work queue of a high volume of incoming requests from clients, caregivers, and clinical team members.
Provide responses or resolutions that are aligned with timely action agreed upon as a shared service.
Meet regularly with clinical management regarding client schedules.
Intermittently provide backup and support to other Client Services roles as needed.
Other duties as assigned.