Client Representative Team Lead

Job Description

Job Description

Job Title Client Representative Team Lead

Critical Tasks

• Open/Close building at the designated time and have front desk activities fully operational at the start of business. Secure building according to agency protocols, to include arming and disarming alarm and checking all areas prior to closing.
• Verifies insurance and services covered under Medicaid/Medicare or private insurance and obtains authorization.
• Pull and review all incoming faxes; process or distribute to appropriate staff or departments. 
• Sort and distribute all incoming mail, supplies, and courier bag content.
• Gathers information over the phone or in-person to determine demographic information.
• Determines availability of providers.
• Verifies Intake Information with client or guardian. 
• Schedules client appointments for BHMP and Primary Care. 
• Coordinate all aspects of scheduling for taxicabs and translation, as requested.
• Scans and imports all related case material in a timely manner and according to agency procedures.
• Updates computer client files with changes in address, phone number, fee, or any other pertinent information. 
• Process medical records request to include review, approval, and uploading into CIOX, per company policies.
• Help stock and maintain food pantry for clients in need. 
• Process, balance, and maintain all gas cards and bus passes for distribution to clients.
• Add and Expire Alerts placed in clients’ charts.
• Monitors services provided to clients through the computer and inputs appointment data for appointment scheduling.
• Answers incoming calls and ensures that all inquiries are coordinated in an effective manner.
• Ensuring OTTO platform has accurate information for processing virtual appointments. 
• Add Doc Only note to document all contact with guardian, staff, referral sources, and outside agencies, which includes scheduling, rescheduling, or verifying client appointments and informing the appropriate parties.
• Create morning Bank. 
• Balance cash by creating daily batch for processing – Review, Sign off, and create nightly deposit.
• Works reports and projects as assigned by the Operations Coordinator and or Operations Manager.
• Prints Daily reports for site. 
• Prints weekly Medication Report for site.
• Complete month-end Meter Report. 
• Prepare / Complete QT Card report for Signature.
• Prepare / Complete Bus Pass Log report for Signature.
• Create new Charts when needed. 
• Work Closure list MS-14.
• Work MS-12 report.
• Notifies manager when CL-01 report is falling out of compliance. 
• Post and remove all Holidays signs. 
• Post and or remove all updated Postings throughout the building (directed by QM).
• Maintain the Supply order for Manager; place order if Manager is unavailable. 
• Keeps the Kitchen Stocked with Supplies. 
• Delivers Supplies to staff once a week.
• Maintains resource book.
• Maintains Phone List for Site.
• Creates or Edits Staff Schedules as needed. 
• Follow up all issues when Manager is unavailable. 
• Send documents to AFLS website for translation and maintain the File folder (for billing purposes). 
• Train all new staff in Operations and throughout the site on appointment scheduling procedure. 
• Train Operations staff in Nextgen. 
• Performs other duties as assigned.

Key Performance Indicators

• Gather correct client insurance, demographic, and intake data; inputs information into the electronic medical record (EMR).
• Validates data on client record in EMR.
• Uses good customer service skills in communicating with clients and in seeking information.
• Know when to involve an interpreter for effective client communication.
• Collaborates with providers in scheduling services and is flexible when changes occur in scheduling.
• Verifies appointments with providers prior to verifying with clients.
• Is prompt when communicating client issues to providers and appointment changes.
• Is prompt in keeping Patient Advocates informed about client service needs.

Metrics

• Average Time to Answer/Average Call Time
• Percentage of co-pays, co-Insurance, and outstanding balances collected
• Patients Checked in per-hour
• First contact resolution rate
• Positive customer reviews
• Knowledge base of company policies
• Employee Engagement

Qualifications

• Experience working in a community clinic, hospital or healthcare facility
• Experience working with and gathering client data
• Experience in working in high volume customer service data center
• Knowledge of Electronic Medical Record systems and the ability to learn computer applications
• High School Diploma or GED
• Must be able to perform the essential functions of the job including prolonged sitting and in certain positions driving, lifting 20lbs, walking, standing and executing dexterity with a keyboard or smart pad.