Client Access Representative

Job Title

This position serves as a dual-function role responsible for both front desk reception operations and intake coordination for incoming Rimrock Outpatient, Inpatient, and Residential SUD clients. Acts as a primary point of contact for patients, families, visitors, and community partners by answering phones, greeting walk-ins, coordinating referrals, and facilitating intake and enrollment processes. Completes required intake documentation, assists with scheduling and financial clearance, and ensures accurate data entry and record maintenance within the Electronic Health Record (EHR).

This role maintains a welcoming, organized, and secure lobby environment while supporting clinical and administrative teams through communication, coordination, and clerical support. Ensures adherence to Rimrock policies and procedures, CARF standards, state statutes, and federal regulations including HIPAA and 42 CFR Part 2. Positively represents the organization and actively promotes Rimrock's mission, values, and commitment to quality care and customer service.

Essential Functions:

1. Serve as the primary point of contact for patients, families, visitors, and community members; answer phones, greet walk-ins, and respond to inquiries.
2. Coordinate incoming referrals and intake processes for Outpatient, Inpatient, and Residential services.
3. Communicate and collaborate with internal teams and external partners to connect clients with appropriate services.
4. Complete, review, and maintain intake and client documentation in the Electronic Health Record (EHR), including demographics, consents, and releases.
5. Collaborate with the Business Office to ensure financial clearance prior to enrollment in services.
6. Maintain a welcoming, organized, and secure lobby environment; follow visitor and security procedures.
7. Monitor and route incoming communications (calls, Sfax, mail) and scan documents per policy.
8. Serve as backup support for scheduling, admissions, and PFL-related functions as assigned.
9. Accept and process payments in accordance with Business Office procedures.
10. Assist with Family Week and special events as needed.
11. Ensure compliance with HIPAA, 42 CFR Part 2, CARF standards, and Rimrock policies.
12. Perform other duties as assigned.

Quality Improvement Responsibilities:

1. Assures that information is collected, organized, reported and used to improve the quality of systems and services.
2. Obtains feedback from patients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.
3. Assures that resources are allocated in accordance with the priorities and plans established by the Strategic Plan.
4. Recognizes and appropriately reports to supervisor areas within scope of responsibility that fall outside the quality parameters.
5. Performs self-quality monitoring in order to develop and execute plans to meet established goals.
6. Models and promotes effective communication.
7. Provides timely and thorough follow-up with internal and external customers

Education/Training: Minimum of one year of experience working in the Mental Health or SUD field preferred.

Skills: Ability to plan, organize work and identify needed resources for clients and linking clients to resources, record keeping, speaking, writing, marketing and public relations skills and computer and word processing ability and counseling skills for this population.

Physical Demands: Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of a keyboard, reaching with hands and arms, and talking and hearing, approximately 70% of the time. Approximately 30% or less of the time is spent standing. Normal vision abilities required, including close vision and ability to adjust focus.

Work Environment/Job Locations: Involves everyday risks or discomforts, requiring normal safety precautions in an office setting, patient care areas, sub-acute medical care area and personal or company patient transport vehicle. Some outdoor exposure when supervising patients outdoors and in recreation programming. May involve working with the client in the community or in their homes.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.