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Client Services Specialist

2 months ago

Dearborn, Michigan, United States Arab Community Center for Economic and Social Serv Full time
Job Summary

We are seeking a highly skilled and dedicated professional to join our team as an Intake and Customer Service Specialist at the Arab Community Center for Economic and Social Service. As a key member of our team, you will be responsible for ensuring the accessibility of effective community services that empower individuals and families to achieve an enhanced quality of life.

Key Responsibilities
  • Welcome individuals to our department and program, providing a warm and welcoming experience.
  • Answer telephone calls, questions, and service inquiries about our services, providing accurate and timely information.
  • Orient individuals to service benefits and resources available, ensuring they understand their options and next steps.
  • Provide a high level of customer service support, handling matters professionally and responsibly, and administering medical billing tasks.
  • Quality customized services, client care, and satisfaction are our ultimate goal.
  • Assist with resolution of local complaints, grievances, and appeals processes, ensuring a fair and timely resolution.
  • Survey, track, trend, and report on member/provider experiences, providing valuable insights to improve our services.
  • Provide behavioral health, customer service, outreach, education, and training support, ensuring our clients receive the best possible care.
  • Maintain current listings of all providers, both organizations and practitioners, with whom we have contracts, including their services, languages spoken, and accommodations for individuals with disabilities.
  • Follow up with appropriate staff and document results on our internal system and calendars, as needed.
  • Schedule intake appointments with relevant program staff, ensuring a smooth and efficient process.
  • Record customer information and outcomes, and enter services on our internal system, highlighting all given resources.
  • Explain program requirements and any fees, if applicable, to clients, ensuring they understand their obligations.
  • Maintain current knowledge regarding our programs and field of work, staying up-to-date on the latest developments and trends.
  • Refer clients with possible well-being matters to internal resources, when necessary, ensuring they receive the support they need.
  • 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, assisting customers with their eligibility and enrollment needs, and answering questions or concerns regarding program processes and requirements.
  • Provide an overview of all internal services, 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 you remain up-to-date and knowledgeable.
  • Protect confidentiality of customers at all times, abiding by HIPPA law and confidentiality policy.
  • Follow policies and procedures at all times, completing 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 a positive, flexible attitude in attempting to meet Clients' scheduling needs.
  • Perform receptionist functions, ensuring the telephone is answered, visitors/clients/patients are greeted, in a courteous, professional, and timely manner.
  • Perform registration functions, ensuring 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
  • Knowledge of uninsured and underserved populations, commercial and worker's compensation insurance.
  • 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.
  • 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.
Education/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.