Client Services Specialist

Position Summary

The Client Service Specialist is the first person Lifespark clients engage with when they call, submit a web inquiry, or send a fax. Upon phone contact, you will gather a whole-picture story of the client to best determine which Lifespark services are most appropriate for their unique needs. Establishing long-term and trusting relationships with clients is paramount. Demonstrating deep knowledge of all Lifespark service lines is required to ensure the client receives the right services as quickly as possible.

Processing client inquiries and converting them to active clients requires working across departments to ensure client payment can be accepted, confirming service area eligibility, gathering necessary medical documentation, and coordinating with physicians, hospitals, and care teams to support a seamless start of care. This role also plays a key part in coordinating hospice referrals and transitions, ensuring timely and compassionate support for clients and families.

Work Environment: Hybrid - will require to be in office a few days a week

Compensation Range: Non-Clinical Client Services Specialist compensation range $26.00 - $28.00 per hour; License Practical Nurse or Clinical Experience compensation range - $30.00 - $33.00 per hour.

Schedule: Monday - Friday - 8:00am - 5:00pm (weekend and holiday rotation is required as part of this role)

Position Functions and Responsibilities

• Manage new client inquiries from receipt to hand-off with Case Management
• Ensure all client questions and needs are addressed
• Recommend and start the correct service for each client
• Receive referrals via phone, fax, email, or in person
• Review referrals for required components and additional gaps to meet client needs
• Receive back-flow calls from the front desk if needed
• Reconcile missing components of referrals through follow-up/coordination with providers
• Coordinate with all business line leaders, as needed, to include Home Health, Hospice and Community Home Care, Primary Care
• Achieve timely service delivery within Compliance standards
• Enter referral information into EMR and Salesforce for tracking
• Maintain accurate EMR environment to Compliance standards
• Responsible for converting calls to referrals/admissions to meet conversion targets.
• Respectfully and actively listens to others to gain a full understanding of client needs
• Comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas
• Appropriately adapts his/her message, style, and tone to accommodate a variety of audiences
• Has a personal vision/mission aligned with Lifespark's and gives compelling reasons for ideas
• Employs a variety of interpersonal skills and leadership skills to increase the impact he/she has on others
• Gives others feedback in a way that wins their support and motivates them to act
• Is a good negotiator, always seeking win-win agreements
• Professional demeanor: adheres to all performance standards in Lifespark Employee Handbook.
• Maintains client confidentiality and professional standards as outlined in the Lifespark Employee Handbook.
• Builds professional relationships in the community representing Lifespark in a professional and positive light.
• Reports awareness of community events or situations that may affect Lifespark business activities.
• Maintains composure and effectiveness despite stressful circumstances
• Understands personal stressors and takes steps to limit their impact.
• Keeps issues and situations in perspective and reacts appropriately (e.g. does not over-react to situations or what others say)
• Avoids the reactive "crisis" style of work
• Works on issues that may not be urgent like self-development, planning, and relationship building
• Able to prioritize work tasks
• Can appropriately identify and say "no" to unimportant time wasters
• Accomplishes work on-time
• Arrives early or on-time for meetings
• Returns telephone calls, memos and letters promptly

Qualifications Non-Clinical Experience

• 1-2 years of experience in healthcare preferred
• Experience with referral and/or intake preferred
• Proficiency with medical terminology
• Strong customer service and phone skills
• Knowledge of community resources and payer sources preferred
• Proficient with technology (EMR, Microsoft Office, etc.)

Qualifications Clinical Experience or LPN

• Active LPN (Licensed Practical Nurse) license required or preferred
• 1-2 years of experience in healthcare required
• Experience with referral, intake, hospice, or home health strongly preferred
• Proficiency with medical terminology
• Strong customer service and phone skills
• Knowledge of community resources and payer sources preferred
• Proficient with technology (EMR, Microsoft Office, etc.)

Physical Demands

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

• Employee is occasionally required (1-33% of the time) to walk, sit, kneel, reach, twist, crawl, stoop, crouch, climb and balance
• The employee is frequently required to squat, bend, stand, and taste or smell
• While performing the duties of this position, the employee is regularly (67-100% of the time) required to use hands and fingers to handle and feel, reach with hands and arms, talk, and hear.
• The employee must regularly (67-100% of the time) lift, move and /or carry up to 10 pounds, and frequently (34-66% of the time) lift, move and /or carry up to 50 pounds.
• The employee regularly (67-100% of the time) pushes and/or pulls up to 10 pounds, and frequently (34-66% of the time) pushes and/or pulls up to 50 pounds.
• Specific vision abilities required by this position include distance vision, color vision and ability to adjust focus.

Work Environment

• Office work is performed in a professional business office environment, well lit, clean, and hazard-free.
• Office equipment is kept in good operating condition to enable work to be done efficiently.
• Available to assist after hours as requested

Our Lifespark culture has created not only an award-winning workplace - earning Star Tribune Top Workplace 12 times, Minneapolis Business Journal Best Places to Work three times, and Top USA #1 in Healthcare - but a place where you have the room to be creative, make a difference, and have a purposeful, direct impact on how people age. Lifespark's full continuum of services offers a breadth of roles with the support to grow your career. To see the experience we are creating, watch our award-winning video Going South - this is the experience you will help create at Lifespark! Changing the age-old story starts with you - let's get you hired.

It has been and will continue to be our policy to provide equal employment opportunities to all employees and applicants without regard to age, race, creed, color, disability, marital status, sex, gender identity, national origin, ancestry, sexual orientation, arrest record, conviction record, military service, use or nonuse of lawful products off the Employer's premises during nonworking hours, or declining to attend a meeting or to participate in any communication about religious matters or political matters, or any other status protected by federal, state, or local law.

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