CLIENT LIAISON

Description

Position At a Glance

Job Title: Client Liaison

Department: Finance

Supervisory Chain of Command: 

• Direct Supervisor: Client Liaison Team Lead
• Tertiary Supervisor: Client Accounts Manager
• Chief-Level Supervisor: Chief Financial Officer

What You Will Do

Client Liaisons are responsible for taking the initial phone call from new clients, greeting them in a welcoming and professional manner. They input client information into a new chart, obtain initial paperwork, and schedule the client for their first intake appointment.

Responsibilities and Qualifications

Essential Responsibilities:

1. As a referral’s initial contact for services, provide excellent customer service which includes an accommodating, hospitable, friendly and patient attitude, and listening and communicating effectively, efficiently and compassionately.
2. Is knowledgeable of and able to explain online registration availability. Able to receive and process new service inquiries for all 10-county offices.
3. Works with the Office Supervisors to maintain the current roster of credentialed therapists by location. Develops and updates therapist protocols based on regularly scheduled availability and preferred population(s) served.
4. Accepts referrals electronically via DocuSign, by phone or in person, reviews information for completeness, schedules initial administrative intake appointments and prepares forms for collection of information, including any special notations regarding financial eligibility.
5. Conduct administrative interview to gather needed demographic, medical and financial information from the client or responsible representative. Notifies client of their current eligibility status and enters same into Pawnee’s EMR. Utilizes agency resources (i.e. 270/271 files) to confirm eligibility status based on the most current benefit information available.
6. Is knowledgeable and able to explain monthly payment and/or sliding fee scale option and application process. Explains fees, insurance, and payment obligations to client or responsible representative. Collects and verifies confidential proof of income and expenses information and establishes the client’s eligibility for a sliding fee when appropriate.
7. Determines/calculates payment due at the time of service, informs client and updates the electronic health record to communicate this information to applicable staff as applied to start of and end of treatment services.
8. Arranges for and communicates need for prior authorization of services when required and/or when a change in services occurs where prior authorization is needed by the payor source.
9. Responds to notice received from Client Service Representatives when payment was not obtained at the time of service and provides notice to clinical treatment team so goal or intervention strategy can be developed with client.
10. Obtains signed Advance Beneficiary Notice (ABN) at the time of initial intake when indicated and/or when additional services are requested yet deemed noncovered by client’s current benefit plan. 
11. Uphold confidentiality of client information; ensure information is shared on a “need to know” basis only within Pawnee. Scans related protected health information related to treatment and payment for services to electronic health record. (i.e. DocuSign packet)
12. Provide administrative assistance and information to facilitate access and orientation to the agency and the services Pawnee provides.
13. Refer clients who are in crisis (demonstrating suicidal or disoriented thoughts, exhibiting a high degree of irritability, aggression, or emotional instability) immediately to Pawnee therapist.
14. Receives and processes information concerning changes in benefits and enters new client information into the electronic health record accurately within two (2) business days of receipt.
15. Works as a team member and participates in cross training to help control fluctuating workloads or staff shortages.
16. Maintains and advance knowledge and skills related specifically to position or to field of work through regular review of pertinent materials or participation in training events as approved by supervisor.
17. Communicates effectively and proactively between programs to foster a positive client experience.
18. Adheres to the standards, policies and instructions established by PMHS Policy and Procedures and any applicable ethical codes within field of employment.
19. Reviews and complies with the Pawnee Code of Conduct outlined in the Employee Handbook.
20. Perform other reasonably related duties as assigned by immediate supervisor or other management personnel.

Requirements

Qualifications:

Required:

• High school diploma or equivalent.
• Basic personal computer skills.
• Strong oral and written communication skills using the English language.
• Prior experience or ability to learn to operate and assist with maintaining office equipment such as a postage machine, copier/scanner/fax machine, and folding machine.

Preferred:

• Previous customer service experience in a medical office.
• Experience with Microsoft Word and Excel.
• Multi-lingual skills.

All employees will be required to submit to and pass a background check and drug screening.