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Customer Service Representative
2 months ago
The Village was one of the first agencies in the country toprovide homes for neglected children. Today, we continue to achieveour mission “to build a community of strong, healthy families whoprotect and nurture children” by providing a full range ofbehavioral health, early childhood and youth development, substanceuse treatment and support services for children, adults and familiesin the Greater Hartford, Connecticut region.
Named a Connecticut Top Workplace for four consecutive yearswith national distinction for workplace culture and diversity,equity and inclusion practices, you can be sure you’re joining anorganization that’s just as committed to your success as we are tothose we serve.
What drives you to do your best every day? How about being a partof a team who is the first point of contact for Hartford communitymembers to connect integrated behavioral healthcare? Help us buildlasting, sustainable change for individuals and families today, andcommunities tomorrow.
We are looking for well-qualified and dedicated candidates for theposition of Client Service Coordinator. Please reach out today if youmeet our requirements and if you can see yourself managing theresponsibilities below:
Key Responsibilities:
The Client Service Coordinator is responsible for providingpersonalized quality front desk client support.
Greets and checks in clients for intakes, ongoing appointments,and walk-in appointments.
Answers incoming calls to The Village’s main number and providescall transfers, general information, and client scheduling and intakes.
Either via telephone call or in person, provides individualizedpoint of entry, intake appointment support for scheduling, basicclient triage, collects insurance information, and other relevantinformation as needed.
Works in a functional team with teammates to ensure qualitycustomer service.
Interacts with customers to provide and process information inresponse to inquiries, complaints or unresolved issues includingrequests for additional information related to agency programs and services.
Disseminate and distribute all agency faxes and via e-mail.
Monitors reception/waiting area to ensure cleanliness and client safety.
Handles all agency-wide vehicle requests and reserves vehiclesaccording to agency policy.
Collects and complete daily cash journals submitted to billing forclient co-pays.
Provide administrative support and back-up for other agency sites.
Performs all business functions in agency EHR (Electronic HealthRecord) and coordinating all new admission paperwork for clients,verifies and records necessary personal information, i.e.,demographics, insurance eligibility and verification, etc. in EHRaccording to guidelines and procedures. Secure appropriatesignatures from client/guardian for consent to treat. Reviews clientgrievance policy and client rights if needed.
Completes tasks outlined in Intake and Admissions process.
Triage new clients in Intake utilizing the client triage tool andwithin the Enhanced Care Clinic (ECC) guidelines.
Ensures accuracy for timely check-in/check-out process for allclients. Schedules all client appointments accurately in EHR andcommunicates discrepancies when appropriate to supervisor and clinicians.
Process referrals for applicable programs. For referrals,depending on position, referrals may be the primary function.
Completes CTBHP authorizations and re-authorizations for accurate billing.
Commits to continuous improvement of client services and accuracy.
Experience and Skills
EDUCATION
High School Diploma or equivalent required.
EXPERIENCE
Prior experience in related client support
Excellent telephone and verbal communication skills
Ability to manage a variety tasks and requests
Ability to travel between Village sites as needed
Must be able to work a flexible schedule to meet organizational demands
Proficient with Microsoft Office Suite and general computer skills
Demonstrated competence in diversity, equity, and inclusion
Demonstrated reliability and timeliness
Keen attention to detail in documentation
Preferred skills and experience:
Knowledge of HIPAA laws
Highly preferred skills and experience:
Familiarity with EHR (Electronic Health Record) applications
Familiarity with the referral sources in the Hartfordarea/communities and surrounding towns
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