Client Services Coordinator

Community Medical Services•Phoenix, AZ

5h•Onsite

About The Position

Community Medical Services (CMS) is seeking a Client Services Coordinator to serve as the welcoming face of its outpatient clinic. Under the supervision of the Clinic Manager, the coordinator greets clients and visitors with professionalism, compassion, and a trauma-informed approach, and helps coordinate client care through appointment scheduling, walk-in intake support, and responding to client concerns. The role supports CMS’s mission to help individuals recover from substance use disorders in a supportive and engaging environment. The position works Monday through Friday, 11 a.m. to 7 p.m., in an outpatient clinic setting. It involves frequent client interaction, patient-flow coordination, electronic health record and scheduling work, insurance verification, payment and cash reconciliation, general office duties, and maintaining a welcoming reception area. The position may also require flexible hours, including nights, weekends, and holidays, and travel to a bank for cash deposits in specified states.

Requirements

High school diploma or GED.
At least 1 year of customer service experience.
At least 1 year of front desk experience.
Ability to communicate clearly and effectively with people at all organizational levels and with 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.
Excellent organizational skills, accuracy, and attention to detail.
Problem-solving, conflict-resolution, time-management, and strong customer-service skills.
Ability to work as a strong team member in a fast-paced setting.
Ability to maintain confidentiality and comply with HIPAA and 42 CFR.
Flexibility to work in a continuously changing environment.
Ability to work flexible hours, including nights, weekends, and holidays.
For employees in Texas, Ohio, Minnesota, Indiana, and Wisconsin: a 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, and Wisconsin, employees must pass an MVR check to travel to the bank for cash deposits.
Frequent use of a telephone, computer, printer, fax machine, copier, internet, web browsers, Microsoft Office products, and an electronic health record.
Physical demands include prolonged sitting and standing; frequent bending, stooping, or stretching; frequent and prolonged typing and operation of a computer, keyboard, and telephone; and lifting or moving up to 10 pounds regularly, up to 25 pounds frequently, and up to 50 pounds occasionally.

Nice To Haves

Hospital front desk or multi-physician practice front desk experience is preferred.

Responsibilities

Greet and attend to clients in person and over the phone.
Answer phone calls professionally and courteously.
Manage patient flow for a high volume of clients in a fast-paced environment.
Place outbound calls to schedule follow-up appointments or engage clients in treatment, as needed.
Create new client profiles and enter demographic information into the electronic health record.
Schedule appointments using the electronic scheduling system.
Document client visits accurately in the electronic health record.
Keep the lobby and reception area clean, organized, and welcoming.
Coordinate walk-in intakes, help clients complete required documentation, and schedule them with an available provider and counselor.
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 the confidentiality of client and employee information.
Assist with de-escalation using a trauma-informed approach.
Triage client issues to identify an appropriate solution.
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.
Use appropriate incident-reporting procedures to document unsafe or problematic incidents involving clients or staff.
Participate in in-service education regarding quality improvement or required job-focused education.
Help maintain inventory and assist with ordering clinic supplies.
Perform general office duties, including document preparation, scanning, faxing, and related tasks.
Travel to the bank for cash deposits where required.