Client Services Coordinator

Community Medical Services•Phoenix, AZ

About The Position

Community Medical Services (CMS) is seeking a Client Services Coordinator to serve as a welcoming point of contact for clinic clients and visitors. Under the supervision of the Clinic Manager, this role provides professional, compassionate, trauma-informed service and helps coordinate client care in a fast-paced outpatient addiction-treatment setting. Duties include greeting clients, managing calls and patient flow, scheduling appointments, supporting walk-in intakes, maintaining records, handling insurance and payments, addressing client concerns, and keeping the reception area organized. The position works Tuesday through Saturday from 12 p.m. to 8 p.m. and may involve flexible hours, including nights, weekends, and holidays. CMS provides outpatient medication-assisted treatment and individual and group counseling for people seeking help with opioid use disorder. The organization describes its work environment as supportive, engaging, and fulfilling, and offers a benefits package to full-time employees. This job description is not exhaustive; duties and responsibilities may change, and reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

High school diploma or GED.
At least 1 year of customer-service experience.
At least 1 year of front-desk experience; hospital or multi-physician practice experience is specified as preferred in the requirements section.
Ability to communicate clearly and effectively with all organizational levels and outside providers.
Basic computer knowledge, including the ability to navigate electronic health records.
Cultural competence and sensitivity to client and employee needs.
Demonstrated accuracy in medication administration and ability to maintain accurate client records.
Strong organizational skills, accuracy, and attention to detail.
Problem-solving, conflict-resolution, and time-management skills, along with strong customer-service skills.
Ability to work as a team player in a fast-paced setting.
Ability to maintain confidentiality and comply with HIPAA and 42 CFR requirements.
Flexibility and ability to work in a continuously changing environment, including flexible hours, nights, weekends, and holidays.
For employees in Texas, Ohio, Minnesota, Indiana, or Wisconsin: valid state-issued driver's license and MVR clearance are required; a 39-month MVR is required at the time of interview.
For employment in Texas, Ohio, Minnesota, Indiana, or Wisconsin, ability to pass an MVR check is required for travel to the bank for cash deposits.

Nice To Haves

Hospital front-desk or multi-physician front-desk experience.

Responsibilities

Greet and attend to clients in person and over the phone.
Answer phone calls professionally and courteously.
Manage client flow in a high-volume, fast-paced environment.
Place outbound calls as needed to schedule follow-up appointments or engage clients in treatment.
Create client profiles and enter demographic information in the electronic health record.
Schedule appointments using the electronic scheduling system.
Accurately document client visits in the electronic health record.
Keep the lobby and reception area clean and organized.
Coordinate walk-in intakes, assist clients with required documentation, and schedule them with available providers and counselors.
Verify insurance eligibility through insurance portals and set up billing episodes in the electronic health record.
Establish client payment plans and financial contracts, and collect and post payments.
Maintain confidentiality of client and employee information.
Assist with client de-escalation using a trauma-informed approach and triage client issues to find appropriate solutions.
Introduce clients to the Recovery Connect engagement app and help them navigate it.
Complete end-of-day tasks, including reconciling deposit and payment records.
Verify cash in the cash box at the beginning of the shift and reconcile the cash count at the end of the day.
Document unsafe or problematic incidents involving clients or staff using appropriate incident-reporting procedures.
Participate in quality-improvement or required job-focused education and in-service training.
Help maintain inventory and order clinic supplies.
Perform general office duties, including document preparation, scanning, and faxing.
Travel to the bank for cash deposits.