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Client Services Representative
2 months ago
We envision a society where all individuals are valued, treated with dignity and respect, and afforded equal opportunities for health and well-being. Through our commitment to care, advocacy, research, and education, we empower individuals to live healthily, love openly, and achieve equality and inclusion.
For over 50 years, we have been dedicated to meeting the needs of our communities with the unwavering dedication of our diverse teams.
Job SummaryThe Client Services Representative is our centralized patient-facing department, responsible for assisting patients in accessing care and facilitating billing across our medical, dental, behavioral health, and other areas. This role facilitates accessing care by scheduling patients, obtaining updated patient documents, updating patient demographic records, and verifying insurance.
Key Responsibilities- Perform and uphold our organization's mission, cultural norms, and core values of dignity, respect, affirmation, and humility.
- Maintain a respectful, non-judgmental, and compassionate manner with patients, clients, and staff.
- Provide excellent customer service by identifying and exceeding customer requirements.
- Adhere to our policies and procedures, with special attention given to HIPAA requirements.
- Maintain data integrity through conscientious use of relevant tools and employing a system of checks and balances.
- Demonstrate organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.
- Participate in organizational quality and performance improvement activities.
- Register patients and update electronic medical records.
- Schedule and reschedule appointments, including sending appointment reminders.
- Provide patients with a list of necessary items prior to their appointment.
- Confirm patient demographic information and insurance upon check-in, updating records as necessary.
- Inform patients of balances and payment mechanisms, collecting co-pays and associated tasks.
- Adhere to and inform patients of our No-Show policy in a compassionate manner, offering solutions such as rescheduling or advocating with providers.
- Responsible for scanning current insurance and ID cards annually and upon updates, maintaining accurate records.
- Obtain and scan completed registration forms, general consent, telehealth consent forms, and other necessary documents, updating records accordingly.
- Label all scanned documents in electronic medical records.
- Provide patient-requested documents and facilitate correspondence, such as printed lab results, appointment cards, and referrals.
- Check patients in and out, schedule and reschedule appointments, and send reminders.
- Perform claim data for scheduled appointments, verifying medical insurance activation using the IE button in electronic medical records.
- Perform opening and closing duties daily.
- Verify medical insurance activation using the IE button in electronic medical records, creating and sending telephone encounters for verification when necessary.
- Respond to all forms of electronic communication, including telephone encounters.
- Provide information about our services and available community resources.
- Order American Sign Language (ASL) and language interpreters for scheduled appointments.
- Provide patient portal access and instructions on activation and use.
- Assist callers on our behavioral health phone line and respond to voice and transcribed messages.
- Review and address psychiatry referrals.
- Perform other duties as assigned.
- Ability to work independently with minimal supervision.
- Ability to manage time and effort to meet strategic objectives.
- Knowledge of principles and processes for providing excellent customer service, both internal and external.
- Knowledge of all applicable policies and procedures.
- Excellent oral and written communication skills.
- Knowledge of healthcare information systems and ability to adapt to new electronic medical records and population health platforms.
- Analytical skills necessary for preparing accurate, concise, and comprehensive reports.
- Ability to maintain records and information in an accurate, timely, and confidential manner.
- Ability to adapt to changes in the service delivery model, re-prioritizing as needed.
- Flexibility to work various shifts, including afternoon, evening, and weekend shifts as necessary.
- Flexibility to work within our organization's various locations as necessary.
- Commitment to health equity.
- Ability to work independently and learn quickly.
- Ability to effectively communicate with staff and patients in an affirming, respectful, and efficient manner.
- Fluency in medical terminology.
- Fluency in HIPAA laws and regulations.
- Knowledge of electronic medical records and computer software programs used by client services.
- Knowledge of Microsoft Office products.
- Ability to establish and maintain professional working relationships with all levels of staff, patients, and the public, and to work comfortably with individuals from diverse backgrounds.
- Associate degree or 2 years of equivalent work experience required.
- 1-3 years of experience in a healthcare or call center environment preferred.
- 5 years of experience in a behavioral health environment preferred.
- Fluency in medical terminology preferred.
- Fluency in written and oral Spanish and/or Amharic is required.
- 1 year of experience working with members of the LGBTQ+ community preferred.
- 1 year of experience working with individuals living with HIV or issues related to HIV care preferred.
