Intake and Customer Service Specialist

Job Title: Intake and Customer Service Specialist

Job Summary:

As an Intake and Customer Service Specialist at ACCESS (MI), 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. You will interact with customers by addressing inquiries and resolving client complaints, providing a high level of customer service support and handling matters professionally and responsibly. Your goal will be to deliver quality customized services, client care, and satisfaction.

Key Responsibilities:

• Welcome individuals to the department and program, providing a warm and welcoming experience.
• Answer telephone calls, questions, and service inquiries about services, ensuring timely and accurate responses.
• Orient individuals to service benefits and resources available, empowering them to make informed decisions.
• Provide a seamless transfer with customer-centered service to ensure clients make initial contact with funders and health plans.
• Offer information on how to access services and rights processes, promoting client autonomy.
• Assist with resolution of local complaints, grievances, and appeals processes, ensuring client satisfaction.
• Survey, track, trend, and report on member/provider experiences, informing service improvements.
• Provide behavioral health, customer service, outreach, education, and training support, promoting holistic service delivery.
• Maintain current listings of all providers, including organizations and practitioners, with whom ACCESS (MI) has contracts, ensuring accurate and up-to-date information.
• Follow up with appropriate staff and document results on the internal system and calendars, if applicable, ensuring seamless communication.
• Schedule intake appointments with relevant program staff, streamlining the service delivery process.
• Record customer information and outcomes, entering services on the appropriate internal system, highlighting all given resources.
• Explain program requirements and any fees, if applicable, to clients, promoting transparency and understanding.
• Maintain current knowledge regarding ACCESS programs and field of work, ensuring expertise and relevance.
• Refer clients with possible well-being matters to internal resources when necessary, promoting holistic support.
• Track referrals and enrollment status of clients, document outcome of the referral and enrollment, and provide support as appropriate, documenting barriers to enrollment, if any.
• Provide excellent internal/external customer services via telephone, e-mail, 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, ensuring expertise and relevance.
• Protect confidentiality of customers at all times and abide by HIPPA law and confidentiality policy, maintaining the highest standards of professionalism.
• Follow policies and procedures at all times and complete documentation in appropriate systems, ensuring accuracy and compliance.
• Attend regular team meetings, and share any helpful/challenging/issues, promoting collaboration and knowledge sharing.
• Attend monthly staff meetings and all mandatory organization activities, ensuring engagement and commitment.
• Take fax orders, phone calls, in person new clients', and schedule new program screenings and evaluations, streamlining the service delivery process.
• Project a positive, flexible attitude in attempting to meet Clients' scheduling needs, promoting a client-centered approach.
• 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, ensuring accurate and timely service delivery.
• Assist in resolving any client issues generated through contract account denials, promoting client satisfaction.
• Verify client insurance coverage and prepare EMR case with all demographic and benefits information, ensuring accurate and comprehensive service delivery.
• May process insurance pre-authorizations for patients, if applicable, for program, promoting efficient service delivery.
• Work staff to resolve any issue to ensure timely filing and clean-claim requirements, ensuring compliance and accuracy.
• 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, promoting professional development.
• May issue notices and revised fee agreements while compiling data and entering information for sliding scale fee reductions, promoting client-centered service delivery.
• May pre-register clients for all disciplines before first appointment, preparing chart within EMR, streamlining the service delivery process.
• Operate standard office equipment and use required software applications, ensuring efficient and effective service delivery.
• Perform other duties and responsibilities as assigned, promoting flexibility and adaptability.

Knowledge, Skills, and Abilities:

• Knowledge of uninsured and underserved populations, commercial and worker's compensation insurance.

• Skill in critical thinking with the ability to effectively problem solve, strong customer service skills, strong multi-tasking skills, organizational and time management skills to effectively juggle multiple priorities, time constraints, and large volumes of work.

• Ability to operate a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word, Excel, Outlook, intranet, and computer navigation, master the rules of a number of complex public benefits programs, establish positive relationships with associates, volunteers, and third-party intermediaries, be highly organized with the ability to multi-task and adapt to changing priorities, establish and meet deadlines, evaluate each registration/admission and be alerted to potential problems, including pre-certification or financial assistance for the client, communicate effectively with both written and verbal forms, including proper phone etiquette, work collaboratively in a team-oriented environment, courteous and friendly demeanor, work effectively with various levels of organizational members and diverse populations, including ACCESS staff, clients, family members, insurance carriers, outside customers, vendors, and couriers, cross-train in other areas of practice in order to achieve smooth flow of all operations, exercise sound judgment and problem-solving skills, specifically as it relates to resolving billing and coding problems, handle client and organizational information in a confidential manner, work under minimal supervision.

Educational/Previous Experience Requirements:

• Minimum Degree Required: High School or GED, Associate degree preferred, Required Disciplines: Health Administration, Business Administration, or related field approved by Human Resources.

• For Workforce Development, at least 3-5 years previous workforce development experience in a funded program that includes enrolling into a funded program, intake, referral to services for training, supportive services, and knowledge of program policies and system partners, or equivalent combination of education, experience, and/or training approved by Human Resources.

• For Community Health & Research Center, at least 3-5 years previous experience including experience with medical insurance processing, Medicare, Medicaid, CCI edits, Medicare Functional Therapy Reporting, and Therapy Cap requirements, local payer coding and billing guidelines as they pertain to physical, occupational, or speech therapy preferred, or equivalent combination of education, experience, and/or training approved by Human Resources.

Licenses/Certifications:

• Licenses/Certifications Required at Date of Hire: None.

Working Conditions:

• Hours: Normal business hours, some additional hours may be required.

• Travel Required: Some local travel may be required.

• Working Environment: Climate-controlled office.

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