Consumer Care Coordinator

Job Description

Job Description

WE OFFER EXCELLENT BENEFITS:

• FREE Employee Medical Insurance
• FREE Employee Dental Insurance
• FREE Employee Vision Insurance
• Sick leave (8 hours of paid sick leave per month)
• Vacation (Minimum of 2 weeks paid vacation)
• Discounted health memberships
• Retirement (Employer contribution - 3% contribution and an additional 3% employer match)
• FREE Long-Term Disability Insurance
• FREE Life Insurance
• 13 Paid Holidays

Mission of Catholic Charities

Feed the hungry, heal the hurting, welcome the stranger.

CCEW is an equal opportunity employer. All employees and potential employees will be recruited, selected, trained, promoted, compensated and, if necessary, disciplined or terminated without regard to sex, gender, race, ethnicity, national origin, citizenship, immigration status, religious affiliation, marital status, military veteran status, age, pregnancy, sexual orientation, gender expression or identity, disability, genetic information, or any other basis protected by law.

Job Summary

The Consumer Care Coordinator provides essential support and service coordination for individuals seeking behavioral health services, ensuring efficient intake, referral, placement, and discharge processes. This role manages front office operations, including phone lines, visitor reception, scheduling, and calendar coordination for staff and leadership. Responsibilities also include preparing correspondence and reports, verifying insurance, supporting billing functions, processing invoices, and maintaining accurate databases and tracking systems to enhance office efficiency.

Serving as a liaison between CBHS, WISe, Rising Strong and other CCEW programs, and external partners, this position requires strong organizational skills, the ability to prioritize in a fast-paced environment, and sound independent judgment. The ideal candidate is detail-oriented, demonstrates critical thinking, and maintains a calm, professional demeanor when working with individuals experiencing behavioral health conditions.

Job Duties/Responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform each of the essential duties/responsibilities listed below.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties/responsibilities of this job. 

1. In accordance with intake criteria, provide compassionate, timely and efficient admission services for all individuals seeking Community Behavioral Health (CBHS) services. Provide appropriate referrals for those individuals CBHS is unable to serve.
2. Oversee service requests to meet regulatory Medicaid and other insurance requirements including client enrollment, insurance authorization and billing requirements, compliance documentation, and client discharge.
3. Triage all phone calls for timely resource referral, determination of eligibility, and appropriate clinical assignment to staff counselors for intake evaluation.
4. Collaborate with the Rising Strong Partnership and other programs within Catholic Charities Eastern WA (CCEW) to support admission and discharge processes, including coordinating documentation and client assignments to ensure seamless service delivery across programs; ensure all required documentation meets clinical and authorization requirements while maintaining and tracking related data.
5. Ability to connect with a diverse population, communicating effectively with persons experiencing mental health, substance misuse conditions.
6. Knowledge of Privacy and Security laws and able to maintain Privacy and Security procedures for all persons entering and exiting the CBHS area.
7. Oversee call log and track data necessary for successful program management and prepare reports. Manage some employees onboarding and offboarding documents.
8. Compile, submit and track all assigned billings for all program services. Prepare case tracking status reports and statistical and management information reports as assigned. 
9. Refer crisis calls to appropriate CBHS clinician, or Frontier Behavioral Health Crisis Response Services, and, when appropriate, other community resources.
10. Prepare all requested quarterly statistical and CQI reports; maintain all necessary database programs.
11. Provide clerical and administrative support to the Program Manager and VP of Behavioral Services.
12. Implement changes in agency, local, state, and federal regulations or policies and procedures, responds to all requests as per Program Manager.
13. Prepare handouts, updates for staff, and take minutes at all staff meetings.
14. Uses appropriate administrative, fiscal, physical, and technical safeguards to ensure the confidentiality, integrity, and security of CCEW client protected health information (PHI), per regulations outlined in the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and 42 CFR, Pt 2.
15. Be able to integrate privacy and security requirements as they pertain to front desk duties and information sharing to ensure program and clinical integrity.
16. Will regularly utilize all forms of HIPAA Compliant communication (email, text, phone, zoom, etc.) and database practices necessary for this position and as directed by supervisor on a daily basis.
17. As a mandated reporter, follows all procedures outlined in agency policies and procedures to report to the proper agency when there is suspicion and/or confirmation that a child or adult has been a victim of abuse or neglect.
18. Collaborate with service vendors to ensure timely payments by creating and submitting payment requests for vendors, staff, volunteers, and other related parties; resolve any issues that arise and ensure all required documentation, approvals, and logging are completed for accurate and timely processing.
19. Perform as a team member to assure that productivity outcome measures are achieved
20. Other duties as assigned.
21. Adhere to the tenets of Catholic Social Teaching and Catholic Doctrine.
22. Performs related functions necessary to support the mission and core values of Catholic Charities.

Job Qualifications

To perform this job successfully, an individual must meet the minimum qualifications listed below.  These qualifications are representative of the knowledge, skill and/or ability required to perform this job. 

Education/Experience:
to perform this job successfully, an individual must have an Associate or Bachelor’s Degree Business Management, Office Management, or other related field, and 2-3 years’ work experience.  Knowledge of behavioral healthcare office and billing procedures preferred.  Knowledge of social and educational resources in the greater Spokane area preferred.  Ability to work with an Electronic Medical Records system, create Excel and Word documents, work in SharePoint, Outlook, Teams, and Zoom.

Certificates/Licenses: to perform this job successfully, an individual must have a valid Driver’s License and ability to drive for work use. Successfully pass background check applicable to position. 

Physical Abilities: to perform this job successfully, an individual must be able to:

• Regularly sit, stand, climb, walk, hear/listen, talk
• Frequently
  lift up to 10 pounds, pull/push, carry, grasp, reach
• Occasionally crawl, stoop, kneel
• Clearly see 20+ feet, with or without corrective lenses, ability to focus

Mental & Other Skills/Abilities: To perform this job successfully, an individual must have the:

• Adaptability : adapt to changes, delays or unexpected events in the work environment; ability to manage competing demands and prioritize tasks; ability to change approach or method to best fit the situation.
• Analytical Ability : to maintain focus for extended periods of time; ability to complete research projects with resourcefulness and persistence; ability to synthesize complex or diverse information; ability to use intuition and experience to complement existing data.

• Attendance : ability to consistently arrive and be able to work as scheduled.

• Computer/Technical Ability : working knowledge of: Word Processing software , Spreadsheet software , Internet software. Ability to work with computerized databases and knowledge of billing procedures and filing procedures.
• Dependability : ability to follow instructions, both in written and verbal format; ability to respond to management direction; ability to complete tasks on time or notify the appropriate person with an alternate plan when necessary.
• Interpersonal Skills: ability to maintain satisfactory relationships with others, excellent customer service skills and a good overall understanding of appropriate human relations. Awareness of and sensitivity to the service population’s culture and socioeconomic characteristics. Ability to ask questions and gather information in a non-threatening manner.  Ability to respond in a gentle and professional manner to persons experiencing emotional trauma or crisis. 
• Judgment: ability to make prudent and timely decisions; ability to exhibit sound and accurate judgment; ability to explain reasoning for decisions.
• Language Ability : to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of organization. Ability to apply screening criteria in order to determine appropriateness for services.
• Mathematical Ability: to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Motor Coordination : the ability to coordinate eyes, hands, fingers, and feet accurately and handle precise movements.
• Problem Solving Ability : to identify and/or prevent problems before they occur; ability to formulate alternative solutions to problems when necessary; ability to transfer learning from past experiences to new experiences of similar nature.
• Quality Management : to complete duties, on time and with absolute precision, at least 95% of the time; ability to edit the accuracy and thoroughness of one’s work as well as the work of others; ability to constructively apply feedback to improve performance, ability to generate ideas to improve and promote quality in work.
• Reasoning Ability : to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Supervisory Skills: this job has no direct supervisory responsibilities.

Workplace Environmental Conditions

While performing the essential duties/responsibilities of this job, the employee will be:

• Noise Conditions: exposed during a shift to constant or intermittent sounds at moderate to loud levels of sound dependent upon daily activities.
• Exposure to Trauma : Employees of Catholic Charities Eastern Washington provide direct services to vulnerable community members including those who have behavioral health challenges and those who have been exposed to trauma.