Outreach Client Access Representative - 1881

Colorado Coalition for the Homeless•Denver, CO

2d•$21 - $24•Onsite

About The Position

The Client Access Representative works as a frontline liaison between clients and the Colorado Coalition for the Homeless’s integrated health and social services. The role staffs the front desk at publicly accessible sites, welcomes and directs clients, patients, visitors, and vendors, and supports client registration, insurance verification, health information management, scheduling, and general office operations. The representative is expected to work autonomously and adapt to changing needs while ensuring interactions are welcoming, respectful, trauma-informed, and aligned with the Coalition’s mission and values. The position provides coverage across multiple client access sites in the Denver Metro Area and may staff other sites when coverage is needed. It involves maintaining confidential health records and processing protected health information in compliance with HIPAA and organizational protocols; coordinating communication among clients, providers, and departments; and connecting clients with Coalition services, homeless resources, and community providers. Work is primarily in a clinical or office setting with regular interaction with clients, staff, and providers, including diverse and marginalized populations. The regular schedule is 8:00 a.m. to 4:30 p.m., with the ability to work 1–2 Wednesdays each month from 9:00 a.m. to 6:00 p.m. The role requires frequent standing and walking, as well as the ability to read screens and documents, hear well enough to communicate, and write, type, and use telephones. Reasonable accommodations are available to qualified individuals.

Requirements

High school diploma or GED.
Strong critical-thinking, conflict-resolution, and decision-making skills in high-pressure environments.
Exceptional customer service and interpersonal communication skills, including emotional intelligence and cultural humility.
A sensitive and respectful approach to underserved communities and familiarity with homelessness-related challenges.
Proficiency with computers, printers, scanners, fax machines, phones, Microsoft Office, electronic health records, and practice management systems.
Ability to organize, prioritize, and manage multiple tasks in a fast-paced environment with frequent client interaction.
Ability to maintain accurate filing, data entry, and information organization.
Ability to collaborate effectively with interdisciplinary teams.
Ability to interact respectfully with individuals exhibiting a wide range of behaviors.
Ability to use de-escalation and crisis intervention techniques with situational awareness.
Awareness and application of trauma-informed care practices.
Commitment to belonging and culturally respectful service delivery.
Ability to communicate effectively with diverse populations and provide culturally competent services.
Ability to calmly manage difficult client interactions with empathy and trauma-informed approaches while maintaining a safe, respectful environment.
Ability to perform the essential functions of the position with or without reasonable accommodation and without posing a direct threat to health or safety.
Availability for a schedule of 8:00 a.m. to 4:30 p.m. and 1–2 Wednesdays each month from 9:00 a.m. to 6:00 p.m.

Nice To Haves

Bilingual English/Spanish speaking.
Previous customer service, front desk, or medical office experience.
Experience working with vulnerable or underserved populations.

Responsibilities

Serve as the first point of contact for patients, clients, visitors, and vendors, providing professional, trauma-informed, and culturally responsive service.
Complete client registration, verify insurance coverage, create health records, schedule appointments, and enter client data accurately into the electronic health record.
Verify insurance status and connect clients with internal insurance enrollment resources when needed.
Provide coverage across multiple client access sites in the Denver Metro Area and staff other sites when coverage needs arise.
Maintain health records in accordance with HIPAA and organizational protocols, including scanning, indexing, archiving, and secure destruction of sensitive information.
Process requests to disclose protected health information while ensuring legal compliance and client confidentiality.
Schedule and check in clients for appointments.
Perform general office tasks, including sorting mail, coordinating donations, copying, faxing, and data entry.
Make daily reminder calls to support appointment adherence and client engagement.
Maintain proficiency with electronic record systems and other software platforms and adapt to updates and new technologies.
Manage incoming calls, task box assignments, and routing of communications to appropriate departments.
Track client documentation requirements and notify Client Access Coordinators or Managers about updates or missing information.
Facilitate communication among clients, providers, and internal departments to support integrated care and wrap-around services.
Assist clients with questions and concerns, provide directions for accessing Coalition services and homeless resources, and connect clients with community service providers.
Perform other job duties as assigned.