Client Service Representative

Overview 

The Client Access Associate II (CAAII) position routinely performs multiple administrative functions and is able to move effortlessly through various teams and/or locations to provide first line customer service to clients, staff and visitors.  This role, coaches and mentors CAAIs and exemplifies excellent customer service.

Key Role Responsibilities 

• Independently performs and fulfills more than one of the duties and responsibilities of the CAA I position (registration, scheduling, insurance verification, referrals, medical records, and enrollment) as a routine part of their daily duties.
• May be asked to work at any one of the agency’s community or satellite locations or in any administrative capacity to satisfy the needs of the Agency.
• Practices exceptional customer service to meet, greet and create a positive impression.
• Provides clerical support to clinical and ancillary staff at the assigned worksite.
• Routinely interviews clients, families, and other external resources to obtain complete and accurate information.
• Precisely and timely inputs data into an electronic record and other database systems for registration, billing and client tracking.
• Communicates routinely with host site and/or other Health Care for the Homeless administrative office staff to report, track, or maintain office systems and/or clinical environment.

• Complies with rules, regulations, policies and procedures of all applicable agency, local, state, federal and regulatory bodies.
• Assists with the training, coaching and mentoring of staff members in the CAA I position. 

• Generates and submits reports from Centricity, Beacon, and other software as directed by Manager or Director 

• Performs other duties within the scope of client associate as assigned

Key Agency Responsibilities 

In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:

• Models and reinforces the Health Care for the Homeless “core values” of dignity, authenticity, hope, justice, passion and balance
• Actively participates in performance improvement activities and actively participates in advocacy activities that support the mission of HCH
• Performs other duties on an as-needed basis
• Protects our client’s personal health information by maintaining compliance with HIPAA and other relevant Health Care related IT security regulations

Formal Education and Training 

• High school diploma or GED is required; Associate’s degree or higher level education preferred; relevant work experience may be substituted for formal education credit hours.
• Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management systems, or related field is highly desirable.
• Certified Application Counselor status through the Maryland Health Connection (MHC) is a plus.

Experience  

• Two (2) or more years of experience in health or human services; Bachelor’s degree in public health, human services, or related administration field may substitute for experience.
• One (1) or more years of customer services experience
• Experienced operating general office machines such as computers, facsimiles, copiers, and scanners
• Demonstrated knowledge of database programs; such as: Microsoft Office, FaxCom, and EHR systems. 

• Familiarity with medical, administrative, ethical and the legal requirements of HIPAA and ADA

• Understanding of third party insurance and accountable/managed care concepts

Skills 

• Ability to communicate professionally and effectively in English, both verbally and in written form

• Ability to work with minimum supervision; perform multiple tasks; and organize  and prioritize work in a systematic and efficient fashion 

• Ability to be flexible and responsive to ever-changing agency needs and act accordingly

• Ability to follow complex instructions and procedures, with a close attention to detail
• Able to exercise sound judgment and critical thinking in the execution of job duties
• Ability to work collaboratively across disciplinary teams 
• Comfortable training others as well as breaking down and delegating tasks, when appropriate 
• Highly proficient customer service
• Ability to effectively work with individuals experiencing homelessness or other marginalized groups
• Ability to work with physically, mentally, socially, and economically challenged individuals
• Ability to work with clients from diverse backgrounds and/or with limited language proficiencies.