Client Care Specialist I

Position Title: Client Care Specialist One (CCS1)

Reports To: Intake Supervisor

Classification: Non-Exempt; Hourly; Full-Time

Direct Report(s): None

Position Overview

CCS1 is responsible for coordinating the intake process for new and returning clients. Core duties include managing referrals collecting client information verifying financial details communicating with stakeholders and scheduling appointments. CCS1 acts as liaison between clients programs and billing department ensuring communication and cooperation between the three groups.

This is a patient-facing administrative position that must balance customer service with operational policy. The CCS1 provides prompt and courteous client care while ensuring clients programs and billing have clear understanding and agree regarding how anticipated costs of care will be managed.

Essential Functions Duties & Responsibilities

Manage referrals and client access to services

• Act as the main point of contact between clients guardians referrals billing and providers to facilitate communication and care coordination
• Oversee and track the POE (Point of Entry) process

Collect client information

• Input and track potential clients
• Obtain and vet registration documents
• Track expiring ROIs and obtain new when necessary
• Coordinate with other agency providers to exchange information and/or documentation
• Annual reverification of demographic and financial information

Verify financial details

• Verify insurance eligibility and benefits via websites and phone calls (at registration intake and as necessary throughout client lifecycle)
• Enter information to EHR so claims go to the correct payer and populate correctly
• Initiate and track financial assistance applications when applicable
• Assist clients with Medicaid applications
• Communicate with Alaska Division of Public Assistance for Medicaid application status

Communicate with stakeholders

• Communicate with clients guardians referral sources and other VOA departments to ensure applicable stakeholders are in alignment
• Communicate with clients program and billing so insurance benefits informed consent options and financial assistance options are understood
• Ensure both client and VOA have a clear understanding and plan for the cost of treatment before scheduling program intake

Scheduling appointments

• Schedule assessments and program intakes
• Schedule client appointments per VOA centralized scheduling processes
• Assist with telehealth appointment logistics

Other

• Determine process inefficiencies and participate in process improvements
• Support other departments as needed via reports oversight projects training and communication for (list is not all-inclusive):

CARF accreditation

Residential childcare licensing

Alaska Division of Behavioral Health

Health and Safety including drills and building inspections

Quality Assurance

Data Analysis

Internal and external audits

• Scans all paper-based documentation into the EHR for new and returning clients
• Sort and route mail including opening and scanning all billing mail
• Maintain organization and cleanliness of assigned spaces
• Maintain client confidentiality per federal state and agency policy
• Perform other duties as assigned or required to meet essential functions

Knowledge Skills and Abilities

• High School Diploma/ G.E.D
• Education in the area of health information management preferred.
• Minimum of two years experience with Medicaid regulations billing and quality assurance
• Ability to make sound decisions based on information available.
• Demonstrated customer service skills
• Excellent writing and communication skills

• Ability to work flexible hours (including days and evenings)
• Ability to travel if required (must have own transportation.)
• Ability to pass a criminal background check in accordance with the current state regulation requirements.
• Must have valid Alaska drivers license with a good driving record and be able to pass the VOAAK auto insurance screening through the independent insurance carrier and/or meet the minimum state liability coverage if using own personal vehicle.

Working Conditions

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works in office areas. Interacts with staff consultants and outside vendors. May be subjected to interruptions throughout the workday.
• While performing the duties of this job the employee is frequently required to sit; use hands to finger handle or feel; and talk or hear. The employee is occasionally required to lift up to 25 pounds. The vision requirement includes close vision.

Acknowledgement

Every effort has been made to identify the essential functions of this position. However this job description in no way states or implies that these are the only duties you may be required to perform. The omission of specific descriptions of duties does not exclude them from the position if the work is similar related or can be considered essential to this position.

Required Experience:

IC