Client Access Representative

Title: Client Access Representative (CAR)

Reports to: Clinic Office Manager

Department: Outpatient

Classification: Non-Exempt; Union

Date Created/Revised: 01/18, 05/18, 02/20, 04/21, 10/21, 04/22, 09/23, 04/24

Organization Overview:

Sound Community Services, Inc. (SCSI) is a private, not-for-profit organization dedicated to educating,assisting, and supporting individuals with persistent mental illness and substance use disorders. We work tirelessly to create a culture and environment in which recovery and wellness are possible.

Position Overview:

The Client Access Representative (CAR) is responsible for performing a variety of duties involved in the front-line contact for clients and referral sources, including seeking access to outpatient behavioral health care. This position facilitates a timely intake process, referrals to community services as appropriate, and works with clinicians to improve client engagement.

We are looking for a highly motivated individual with excellent people skills to add to our team at Sound Community Services, Inc. (SCSI) for the Client Access Representative (CAR) position. This vital position serves as an important member of the Revenue Cycle Management Team in all areas of client access, scheduling,communication and coordination of services at SCSI.

Essential Functions:

1. General Duties:

This position greets clients and visitors, in -person or on the telephone and answers or refers inquiries in a cordial, professional manner

• Maintains operations by following policies and procedures.
• Contributes to team effort by accomplishing related results, as needed.
• Delivers exceptional customer service to both internal and external clients.
• Maintains clinician and staff schedules as directed by Clinic Office Manager.
• Maintains Roster for Group Sessions.
• Schedules and reschedules client appointments for medical and clinical staff.
• Check clients in and out of the clinic.
• Greets clients with courteous and professional manner.
• Confirms client insurance eligibility.
• Maintains and updates client files in electronic medical record at every visit.
  • Updates client demographics including current address, phone number and payer information.
  • Scans updated insurance cards, social security cards, picture ID's and uploads to document library.
  • Updates Release of Information forms (ROI) as needed.
  • Takes photos of clients and uploads into electronic medical record.
• Collects client co-pays, co-insurance, etc. at time of service.
  • Determines when to apply sliding scale.
  • Processes/implements client payment agreement letters and ensures clients are adhering to payment agreements.
• Answers telephone calls and responds to inquiries appropriately and professionally.
• Conducts pre-screenings: Provides initial telephonic or in-person intake pre-screening for clients requesting access to behavioral health services, collects data for review by clinician to determine eligibility for services or referral to other providers or level of care as appropriate.
  • Communicates with clients regarding acceptance for services and scheduling of intake appointments.
  • Completes Point of Entry (POE) module.
  • Conducts insurance verifications at Point of Entry (POW).
• Conducts Pre-Intake meetings: Meets with clients face-to-face prior to intake to perform all necessary in-processing and data collection (including but not limited to scanning, faxing, etc.), obtain ROI's, facilitate record requests and obtain collateral data as needed; may assist clients in completing self-reporting screens and data collection for direct input into the intake document.
  • Scans updated insurance cards, social security, cards, picture ID's and uploads to document library.
  • Captures any necessary demographic information not collected during Pre-Screening.
  • Orients clients to services at SCSI, client's rights & responsibilities and engagement policies.
• Authorizes services for clients when required (Medicaid, Blye Cross Blue Shield, etc.).
• Handles voicemail messages quickly and professionally.
• Maintains neatness of waiting room and reception desk areas throughout the day.
• Provides clerical support functions to the medical and clinical staff.
• Attend training as directed by CAS and agency leadership.
• Participates in quarterly safety drills and fulfills training and eLearning, as required.
• Serves as liaison between referral agencies and individuals seeking behavioral health outpatient services.
• Processes referrals received from outside agencies.
• Communicates with referral services on current information, program updates, etc.
• Serves as back-up to other Client Access Representative positions, due to vacations, time-off, etc. (location may vary)
• Comforts clients by anticipating clients' anxieties'; answering clients' questions, and checks in with clients, answering their questions as needed.
• Helps clients in distress by responding to emergencies.
• Protects clients' rights by maintain confidentiality of personal and financial information.
• Other duties as assigned.

2. Privacy, Security

• Maintains confidentiality, at all times, according to HIPAA regulations.
• Ensures that HIPAA Notice of Privacy Practices is on display, if applicable.
• Ensures that records are stored securely and handled in compliance with HIPAA privacy and security regulations, if applicable.
• Assists in implementing state and federal regulations on clinic records management.
• Secures and safeguards agency equipment.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools, or controls, and climb stairs. The employee frequently is required to walk, talk and/or hear;Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes;Vision adequate to read correspondence, computer screen, forms, etc. The employee is occasionally required to stand and climb or balance. The employee must occasionally lift and/or move up to 25lbs. Specific vision abilities required by this position include the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

High School diploma, or equivalent, with a minimum of one (1) year of experience working in a medical or behavioral health setting OR a Certification/Degree in a medical, billing or pharmaceutical discipline required;experience with electronic medical records and/or familiarity with health insurance is strongly desired;demonstrated knowledge of services provided at SCSI, community resources and cultural competence;excellent interpersonal skills, including conflict resolution and advanced customer services skills; strong organizational and time management skills; CPR/First Aid certified or eligible; Bilingual Spanish/English preferred.

Sound Community Services, Inc. is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy,religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V

EXCELLENT BENEFITS PACKAGE:

• Earn an additional week of paid time off including floating holidays, and personal time! Plus,
• 13 paid holidays per year, and paid sick time!
• Company paid Life Insurance,
• Company paid Accidental Death & Dismemberment Insurance,
• 401K,
• Opt-in benefits available: Aflac, Pet Insurance, Employee/Spouse/Child Life Insurance, and Long Term Disability,
• Plus, Medical, Dental, & Vision Insurance!