Intake and Customer Service Specialist

3 weeks ago

Dearborn, Michigan, United States ACCESS (MI) Full time
Job Title: Intake and Customer Service Specialist

At ACCESS (MI), we are seeking a highly skilled Intake and Customer Service Specialist to join our team. As a key member of our organization, you will play a vital role in ensuring the accessibility of effective community services that empower individuals and families to achieve an enhanced quality of life.

Job Summary:

Under general supervision, the Intake and Customer Service Specialist will interact with customers by addressing inquiries and resolving client complaints. They will provide a high level of customer service support and handle matters professionally and responsibly, administering medical billing tasks. Quality customized services, client care, and satisfaction are the ultimate goal.

Key Responsibilities:
  • Welcome individuals to the department and program
  • Answer telephone calls, questions, and service inquiries about services
  • Orient individuals to service benefits and resources available
  • Provide a warm transfer with customer-centered service to ensure client makes the initial contact with funders and health plans
  • Provide information on how to access services and rights processes
  • Assist with resolution of local complaints, grievances, and appeals processes
  • Survey, track, trend, and report on member/provider experiences
  • Provide behavioral health, customer service, outreach, education, and training support
  • Maintain current listings of all providers, both organizations and practitioners, with whom the DWIHN/MCCMH or programs have contracts, the service they provide, languages they speak, including American Sign Language, any specialty for which they are known, and accommodations for individuals with a disability
  • Follow up with appropriate staff and document results on the internal system and calendars, if applicable
  • Schedule intake appointments with relevant program staff
  • Record customer information and outcomes and enter services on the appropriate internal system, highlighting all given resources
  • Explain program requirements and any fees, if applicable, to clients
  • Maintain current knowledge regarding ACCESS programs and field of work
  • Refer clients with possible well-being matters to internal resources when necessary
  • Track referrals and enrollment status of clients, document outcome of the referral and enrollment, and provide support as appropriate, document barriers to enrollment, if any
  • Provide excellent internal/external customer services via telephone, email, or face-to-face to assist customers with their eligibility and enrollment needs and answer questions or concerns regarding program processes and requirements
  • Provide an overview of all internal services and help refer and/or enroll the client to obtain the necessary service and encourage participation
  • Keep current with trends and developments related to essential job competencies
  • Protect confidentiality of customers at all times and abide by HIPPA law and confidentiality policy
  • Follow policies and procedures at all times and complete documentation in appropriate systems
  • Attend regular team meetings, and share any helpful/challenging/issues
  • Attend monthly staff meetings and all mandatory organization activities
  • Take fax orders, phone calls, in person new clients', and schedule new program screenings and evaluations
  • Project positive, flexible attitude in attempting to meet Clients' scheduling needs
  • Perform receptionist functions and assure that the telephone is answered, visitors/clients/patients are greeted, in a courteous, professional, and timely manner
  • Perform registration functions and assure timely, efficient, and customer-friendly registration are met
  • Verify and process program eligibility and benefits verification for all clients
  • Assist in resolving any client issues generated through contract account denials
  • Verify client insurance coverage and prepare EMR case with all demographic and benefits information
  • May process insurance pre-authorizations for patients, if applicable, for program
  • Work staff to resolve any issue to ensure timely filing and clean-claim requirements
  • May enroll and inform patients and clients about insurance affordability through the local health exchanges and public insurance programs to encourage participation
  • May issue notices of hot jobs and in-demand trainings to clients
  • May issue notices and revised fee agreements while compiling data and entering information for sliding scale fee reductions
  • May pre-register clients for all disciplines before first appointment, preparing chart within EMR
  • Operate standard office equipment and use required software applications
  • Perform other duties and responsibilities as assigned
Requirements:
  • Minimum Degree Required: High School or GED
  • Associate degree preferred
  • Required Disciplines: Health Administration, Business Administration, or related field approved by Human Resources

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity.

Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

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