On-Call Client Access Specialist II

Job Title

Central City Concern offers integrated housing, health care, and employment services with the long-term goal of eliminating homelessness. Our Client Access team supports the following locations Blackburn, Evergreen Crossing, Golden West, Imani, Old Town Clinic, Old Town Recovery Center, Puentes, River Haven, 16 & Burnside Recovery Center, and Hooper Detox. This role can float between locations to help maintain staffing levels.

This position will work as a member of a multi-disciplinary team to deliver comprehensive, person-centered, integrated services. The Client Access Specialist II is considered a critical link between the patient and the care delivered by the clinical and service staff of our integrated services clinic. The Client Access Specialist II must exemplify the core values and mission of the organization, always exercise the utmost discretion, diplomacy and tact in patient, visitor and staff interactions. They are responsible for registration and scheduling of clients with medical and/or behavioral health needs, which includes insurance verification. Supporting site referral and intake needs. They also monitor the front desk including client reception, answering phones, making outreach calls, and other administrative duties. This position provides accurate, timely and professional communication to clients and staff.

The on-call Client Access Specialist II will be part of an on-call pool that is used to cover absences at all locations with CAS II positions. On-Call employees must work at least once every month to remain active on payroll

Locations:

• Hooper Detox: 1535 N Williams Ave. Portland, OR 97227
• 16xBurn: 1616 E Burnside St. Portland, OR 97214
• LOC: NE PDX

Schedule: Monday - Friday; Between the hours of 6:45am - 5:00pm

Compensation: $22.24/hr - $28.91/hr

Minimum Qualifications:

• High school diploma or GED required. Prefer Associate's Degree or higher in health or social service related field of study
• One year of experience in a medical office setting or administrative support role AND One year of experience medical insurance, authorizations and referrals OR 2 years high-volume public contact position that utilized customer service AND 1 year of experience medical insurance, authorizations and referrals.
• Medical background (CNA, MA etc) preferred but not required.
• Experience working with electronic health records
• Bilingual in Spanish preferred.
• Has the competencies necessary to:
• Communicate effectively orally and in writing
• Understand healthcare related terminology
• Provide outreach, engagement and supportive services
• Central City Concern is committed to a drug-free workplace that encourages a safe, healthy and productive work environment and strictly complies with the Drug-Free Work Place Act of 1988. An employee shall not, in the workplace, unlawfully manufacture, distribute, dispense, possess or use a controlled substance or alcohol.
• Must have current CPR certification before start date.
• Must pass a pre-employment drug screen, TB test, and background check. This includes clearance by the DHS Background Check Unit.
• Physically able to bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects.
• Must be able to climb stairs several times a day.
• Must adhere to agency's non-discrimination policies.
• Must be able to effectively interact with co-workers and patients with diverse ethnic backgrounds, religious views, political affiliation, cultural backgrounds, life-styles and sexual orientation and treat each individual with dignity and respect.

Essential Duties and Responsibilities:

• Greets & registers patients for medical care in the clinical setting.
• Works with patients in a trauma informed way to gather patient profile, source, social determinates of health and other intake information.
• Verifies the patient demographic & insurance information
• Verifies Insurance Eligibility & Benefits (including policy limitations) for all payers using approved system to check for this information
• Uses problem-solving skills to verify patient identification through patient name, date of birth, social security number & address in order to identify & minimize duplicate medical records.
• Maintains thorough knowledge of CCC services/benefits, community resources, as well as federal/state laws which effect health care planning.
• Communicate to the patient information about CCC and clinic policies & procedures to patients.
• Partners with major insurances to promote intakes for their clients.
• Responsible for training back up coverage.
• Pilots new projects relating to Intakes.
• Assist Operations Manager in planning upcoming month's template for intakes.
• Primary contact for other CCC and outside agencies referring clients for intakes.
• Completes a variety of computer-based tasks related to documentation in the appropriate format. Examples include but are not limited to: typing correspondence, memos, and reports; organizational and filing systems; completing applications; data entry; registration and billing; creating charts, graphs, and reports (such as daily ER, weekly appointment & monthly referral & third next available reports).
• Assist with clinical outreach to patients as needed by reviewing patient information within the chart and placing a phone call to the patient.
• Ensure that referrals are addressed in a timely manner, prioritizing urgent items immediately.
• Review details and expectations about the referral with patients.
• Act as point of contact and provide direct access to patients and providers with questions or concerns around specialty referrals or durable medical equipment.
• Assist patients in problem solving potential issues related specialty appointments such as transportation or rescheduling appointments.
• Input and track all referrals in EMR system.
• Review and maintain monthly referral tracking report to ensure referrals have been completed and consult reports have been received, reviewed by primary care provider and entered into patient's EMR.
• Outreach and follow up on any incomplete referrals
• Utilize EMR/EHR online portals to local hospital systems in order to track referral progress and retrieve consult reports.
• Communicate with clinical care teams to keep them abreast of specific patients and changes in processes to referrals.
• Regulatory/Organizational Compliance: Explains & requests patients to sign regulatory forms such as consent & release forms as required.
• Makes copies or scans of patient identification, insurance information & other related forms and documents.
• Fully understands & adheres to the rules & regulations of CCC
• Assist patients by providing phone numbers, facility directions & office layouts.
• Cover for Client Access Specialist I or II, as needed
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners' and outside providers' patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
• Attend all mandatory CCC trainings in a timely manner.
• Perform other duties as assigned

Skills and Abilities:

• General knowledge of medical office practices.
• Strong computer skills including experience with Excel, Word, and with Electronic Health Records.
• Knowledge of medical insurance, authorizations and referrals.
• Basic computer keyboarding skills including typing of 30-45 wpm
• One year previous experience working in a busy medical office
• Proven record of reliable attendance, punctuality, and successful performance with past and previous employers
• Must have the ability to complete multiple tasks simultaneously; ability to work in a fast-paced environment; ability to manage competing priorities, ability to meet deadlines and urgent patient and system needs; ability to work independently; exceptional organizational skills; strong innovation skills and ability to apply computer knowledge and administrative experience to prioritize workload and increase efficiency of office procedures and practices.
• Proven customer relations and motivational interviewing experience
• Strong relationship building skills with patients, health plans, providers, staff, management; excellent customer service skills, both in person and on the phone; exceptional interpersonal skills-able to resolve conflicts and to problem solve between parties.
• Patient advocacy skills-evaluate patient concerns for timely resolution; sensitivity to patient needs.
• Demonstrat