Client Access and Records Team (CART)

Position Summary: To provide pro-active support to, clients accessing our system virtually. Support the timely provision of comprehensive behavioral health services by actively managing incoming electronic or third-party referrals for service. Foster a culture of client and family centered care, service, quality, and safety excellence; while improving client experience, employee experience and community relations. Facilitate access to care as the primary entry point for clients, family members, and potential clients to access and receive Centennial services. Serve as the “face” of Centennial representing a welcoming and efficient entry point to services.

Primary Duties and Responsibilities:

• Essential functions 

• Arrives at work or at assigned locations punctually and attends work with minimal absences.
• Advises Managers remotely, and in person as necessary.
• Accurately records time worked for purposes of compensation.
• Works effectively both independently and as a member of a team.
• Able to communicate effectively and professionally both verbally and in writing with a wide variety of individuals including both internal and external customers.
• Additional duties as assigned.

• Assists Clients Calling or Visiting the Clinic Virtually

• Greet all clients virtually or on the phone in a pleasant and professional manner.
• Monitors transfer queues, records client arrival time, and assist clients with basic questions.
• Complete client check-in and transfer queue protocol for any service line: medical, substance use disorder, or mental health. 
• Directs clients to Billing Department for further assistance regarding their financial account.
• Schedules client follow up appointments following scheduling protocols.
• Supports team based model of care including education to clients on: care team structure, rights and responsibilities, missed appointment/late arrival policies etc.
• Ensure that urgent client needs are handled within specific timeframe.

• Responsible for Collection of Payment and Reconciling Credit Card Collections

• Collect payments following cashier protocols for credit card collections ensuring collection of insurance co-payments, sliding fee and private payments
• Reconciles daily collections.
• Maintains fee schedule for easy reference and use.

• Process Incoming referrals for service

• Properly handle incoming referrals including report maintenance and documentation, follow up communication with referral source and client.
• Scan referral into the client's chart.
• Assist clients in completing application for sliding fee program.
• Clears, sorts, distributes all incoming faxes accurately.
• Timely responses to email and EHR tasks.
• Verifies insurance coverage, and co-pays.
• Schedule Intake Appointments in accordance with protocol and knowledge of clinician licensures, interests, and/or specialties.

• Provides Administrative Support to the facility

• Responds to request from all clinics and departments within Centennial as well as partnering organizations.
• Responsible for processing medical records request and forwarding to office location for payment and distribution.
• Providing front desk coverage as needed throughout respective region
• Ability to float as coverage to other clinics, and must be cross trained for medical, substance use disorder and mental health check in
• Specimen collection for Substance Use Monitoring Services in accordance with organizational policies and procedures including all training requirements related to monitoring youth specimen collection practices.
• Participates in monthly clinic meetings.

• Records requests

• Follow the Quick reference RFR/ROI processes.
• After you have verified the Official Centennial RFR/ROI Form for accuracy and completeness.
• Scan the form (within 1 business day) along with the original 3rd party form (if applicable) into the client’s EHR chart.
• If the records that require clinical review are noted on the RFR. The review is required and needs to be sent to the provider prior to release of the records.
• Once records are approved, they get sent out to the client or the 3rd party that requested them.

Job Knowledge

Knowledge, skill and ability: 

• Ability to prioritize work and manage time effectively and independently

• Intermediate use of Microsoft Word, Excel and Outlook

• Ability to communicate professionally in person and on the phone

• Understanding of electronic systems, prior EHR experience preferable

• Ability to adjust to new situations encountered on a daily basis

• Ability to maintain constructive working relationships with employees of all levels

• Ability to manage various tasks and duties simultaneously

• Understanding of medical records, prior Medical records experience preferable

Education and Formal Training: High school diploma or GED

Experience: 2+ years of previous experience working in a clinical setting preferred

Qualities and Characters:

• Demonstrates positive interactions with others
• Displays enthusiasm toward work and the mission of the organization
• Demonstrates professional image, maturity, and positive attitude
• Genuine interest in Centennials mission and a willingness to work with vulnerable populations utilizing compassion and empathy in decision making and customer service

Working Conditions and Physical Environment:

Job duties are performed in a generally comfortable environment, but require more than the usual physical effort in the office (e.g., lifting small boxes or equipment), or prolonged movement (e.g., standing).