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Client Access Specialist I

4 months ago

Portland, United States Central City Concern Full time
Thank you for your interest in career opportunities at Central City Concern

Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care, addiction recovery and employment assistance. By providing health care, housing and jobs, CCC is ending homelessness in Portland and helping people achieve their highest potential.

Now Hiring: Join Central City Concern as a Client Access Specialist I

Compensation: $23.19/hour (Base)

Location: Central City Concern - Old Town Recovery Center (33 NW Broadway, Portland, OR 97209)

Schedule: Monday - Friday (8:30am - 5:00pm)

MINIMUM QUALIFICATIONS (REQUIRED)

  1. Required: High school diploma or GED equivalent
  2. Required:
    1. One (1) year of experience in a medical office setting or administrative support role OR
    2. Two (2) years of experience in a high-volume public contact position that utilized customer service


ROLE SUMMARY:

Central City Concern offers integrated housing, health care, and employment services with the long-term goal of eliminating homelessness. Our Client Access team supports the following locations Blackburn, Evergreen Crossing, Imani, Old Town Clinic, Old Town Recovery Center, and River Haven. This role can float between locations to help maintain staffing levels.

This position will work as a member of a multi-disciplinary team to deliver comprehensive, person-centered, integrated services. The Client Access Specialist I is considered a critical link between the patient and the care delivered by the clinical and service staff of our integrated services clinic. The Client Access Specialist I must exemplify the core values and mission of the organization, always exercising the utmost discretion, diplomacy and tact in patient, visitor and staff interactions. They are responsible for welcoming and greeting all patients and visitors into the clinic and providing complete and meaningful information. They will be responsible for complex scheduling and checking patients/clients in for a wide range of providers and services. They are responsible for obtaining and updating detailed patient demographic information, verifying insurance coverage, updating fee agreements and collecting payments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Deliver comprehensive, client centered, and trauma informed integrated services.
  2. Identify new opportunities to improve collaboration between and within service and care teams while carefully following information-sharing guidelines.
  3. Proactively identify opportunities for improvement within workflows and logistics. Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
  4. Build understanding of and appreciation for diversity among clients and support their connection to culturally responsive and culturally specific services as requested.
  5. Greet all patients/clients and visitors in person and over the phone in a welcoming and inclusive manner.
  6. Enter initial demographics for new clients seeking services at and schedule an appointment with Registration Specialist.
  7. Review patient alerts (at scheduling and check-in) and takes needed action to resolve.
  8. Schedule appointments for established patients/clients for multiple providers and services.
  9. Arrange interpretation services for appointments.
  10. Check patients/clients in for scheduled appointments and groups or walk-ins.
  11. Work with patients in a trauma informed way to gather patient profile updates.
  12. Thoroughly reviews patient profile and other paperwork to ensure the completeness and quality of data.
  13. Scan and/or distribute paperwork timely and appropriately as per protocol.
  14. Update registration data in Centricity as per policy and training.
  15. Verify insurance coverage and copies new insurance cards, directing patients to work with OHP assistors when needed.
  16. Collect and record payments and co-pays.
  17. Make confirmation calls for scheduled appointments.
  18. Clear the schedule of no showed appointments each day.
  19. Make outreach calls for appointments no showed and documents in patient/client chart as per protocol.
  20. Make calls to arrange medical transportation for patients/clients.
  21. Distribute bus tickets to patients and records transaction.
  22. Facilitate patient flow and manages the waiting areas to provide comfort & safety in a welcoming and inclusion environment.
  23. Participate in crisis response protocols.
  24. Manage patient/client mail.
  25. Issue and collects patient/client surveys.
  26. Keep public literature/brochures/handouts/suggestion boxes supplied.
  27. Keep office supplies, appointment cards and forms adequately stocked by anticipating needs and informing purchasing agent.
  28. Provide backup for contact center representative.
  29. Provide information inquiries and outside resource materials in a polite and courteous manner.
  30. Participate in compliance, quality assurance and quality improvement activities as directed.
  31. Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners' and outside providers' patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
  32. Attend all mandatory CCC trainings in a timely manner.
  33. Perform other duties as assigned.


SKILLS AND ABILITIES:

  1. Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
  2. Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
  3. Excellent communication skills, both verbally and written.
  4. Excellent customer service skills a must.
  5. Familiarity with electronic medical records and medical scheduling systems.
  6. Ability to follow complex scheduling guidelines.
  7. Ability to navigate electronic systems applicable to job functions.
  8. Experience with general office machines
  9. Extremely detailed oriented.
  10. Organized with an ability to multi-task .
  11. Ability to problem solve independently and with a team.
  12. De-escalation skills.
  13. Proficient in Microsoft Office products.
  14. Excellent data entry skills.
  15. Knowledge of insurances and verifications.
  16. Must have a high tolerance for ambiguity and change.
  17. Working knowledge of Central City preferred.
  18. Basic knowledge of medical terminology preferred.
  19. Bi-Lingual preferred.
  20. Experience in both medical and behavioral clinic setting preferred.


BENEFITS at CCC

Central City Concern offers incredible benefits to our employees. We offer an extensive total rewards package to include base wages, medical, dental, vision and voluntary plans. Central City Concern also takes employees' financial wellness into consideration and provides a rich retirement match. In the spirit of inclusivity, we celebrate 11 holidays and have a generous paid time off (PTO) plan.

  • Generous paid time off plan beginning at 4 weeks (accrued) per year at the time of hire. Accrual increases with longevity.
  • Amazing 403(b) Retirement Savings plan with an employer match of 4.25% in your 1st year, 6% in the 2nd year, and 8% in your 3rd year
  • 11 paid Holidays + 2 Personal Holidays to be used at the employee's discretion.
  • Comprehensive Medical, Vision, and Dental insurance coverage.
  • Employer Paid Life, Short Term Disability, AND Long-Term Disability Insurance

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)