Client Access Specialist

POSITION PURPOSE AND OBJECTIVES

The primary responsibility of the Client Access Specialist is to provide client-centered administrative support at Riveon Mental Health and Recovery and off site-locations. The staff in this position are cross-trained to perform a variety of job functions in various settings including greeting, assisting, and directing incoming clients and visitors, answering and directing telephone calls, ensuring that client data is up to date in the EMR. 

We have 2 openings:

1. Monday - Friday 8:30am to 5pm 

2. Monday - Thursday 11:30am to 8pm / Friday 8:30am to 5pm

ESSENTIAL JOB FUNCTIONS

• Serves as first point of contact for clients, visitors, and vendors. Greets, checks-in, and monitors waiting areas. Directs clients and visitors to appropriate destinations. Keeps waiting areas neat and orderly.
• Collects and updates demographic, insurance, payer, clinician assignment, program, and financial information in client medical records. Relays retroactive billing information to the Billing Supervisor. Maintains office filing system and adheres to records retention schedule. Processes release of information requests and maintains ROI database.  
• Determines client eligibility for entitlement programs and sliding fees. Completes documentation and collects verification as required by program regulations and keeps client data updated in the electronic medical record. Is attentive to program eligibility redetermination dates and provides timely follow-up with clients upon arrival for their appointments. Assists clients in understanding and complying with third party payer benefits/requirements as necessary. Contacts third party payers to verify coverage and plan restrictions and obtains precertification as needed. Collects payments on accounts.
• Schedules clinical appointments using the EMR. Places reminder calls to clients. Prints schedules and distributes surveys and informational materials to clients as needed. Arranges for client transportation.
• Answers incoming phone calls and routes calls appropriately. Utilizes the central paging system as necessary.  
• Follows policies and procedures. Ensures that Clients' protected health information is kept confidential according to Agency procedures.
• Travels between agency sites to pick up and deliver work related materials as needed.
• Provides clerical support including photocopying, faxing, printing, and scanning. Communicates with clients in their native language if bilingual. Schedules interpreters (both internal and external) as needed.
• Works as part of a team. Provides training and coaching to peers as requested by Supervisor. Rotates and works in various locations/assignments to provide adequate coverage.  
• Initiates purchase orders for departmental supplies as needed.
• Must be able to react to change and stress productively and to handle other related tasks as assigned.
• Must be able to maintain regular and predictable attendance and punctuality.
• Must be able to get along with others and work effectively as a team by participating in problem-solving and contributing to the overall team development by sharing information and knowledge.
• Must exhibit the knowledge, skills, and abilities, and minimum requirements listed in this Position Description.
• Performs all other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• In order to perform the essential functions of this job, after an orientation period, the employee must possess the following: a working knowledge of Riveon Mental Health and Recovery Policy and Procedures, including sensitivity and adherence to clients’ rights, confidentiality, and health and safety issues. 
• Must have the ability to maintain a pleasant and courteous disposition consistently to support the concept of excellent customer service.  
• The employee must be comfortable and adept with a computer, a mouse, and preferably latest version of Windows, Word, and Excel in order to perform client check-in and scheduling procedures.  
• The employee must have knowledge of proper phone etiquette in order to adequately serve callers.  
• Must be able to handle difficult customers, using conflict resolution techniques.  
• Must exhibit sensitivity to different cultures.

WORKING CONDITIONS

• Almost all time is spent in an office environment.  
• The employee will be required to sit for extended periods and will spend a large portion of their time on the telephone.  
• Must be able to bend, stoop, walk, and lift and push minimal loads at various times.  
• A considerable amount of time will also be spent working on a computer so the employee should have close vision ability. 
• Due to large amount of face to face client contact, the employee must have excellent language and speaking skills.

REQUIREMENTS/QUALIFICATIONS

• High school graduate or equivalent. 
• Minimum typing of 35 wpm. 
• Must have a minimum of one year of experience as a receptionist and/or switchboard operator in a health care setting, or three years of general receptionist/clerical experience.  
• Must have strong customer service orientation and experience.  
• Must have the ability to apply common sense understanding and to carry out written and oral instructions using good judgment in order to work under minimal supervision.  
• Must have manual dexterity and the ability to communicate orally in person.  
• Must be able to work in a fast paced environment with multiple priorities.  
• Must have knowledge of proper phone etiquette and be able to handle difficult customers.  
• Computer experience, preferably in the latest version of Windows, Word, and Excel, is strongly preferred. 
• Favorable references and/or evaluations are required.  
• Bilingual (English/Spanish speaking) a plus.  
• Experience with EMR (Electronic Medical Records) a plus.