Client Service Representative

OverviewThe Client Service Representative provides customer service to clients, staff and visitors through administrative support in various capacities. This role accurately and efficiently manages confidential information in multiple databases and systems to support clients through every stage of their visit at Health Care for the Homeless. This role reports directly to a manager within Practice Operations.Key Role ResponsibilitiesGreets clients and visitors upon arrival to the clinic and appropriately route them to the correct staff member; utilizing appointment systems, registration staff and triage protocolsManages the intake of clients into the practice in a friendly and service-oriented manner; registers and assist clients with completing baseline information. Ensuring client chart is complete of all required information such as, verification of patient demographics and payer coverage. Helps with completing consents and verifying insurance status, including updating PCP, EVS and updating insurance databases.Manages the client discharge process which may include processing internal and external referrals, informing clients of their referral information, scheduling follow-up appointments, and distributing tokens.Schedule appointments for clients across multiple disciplines via in-person requests or telephone calls. Document all activities in the EMR to ensure proper preparation of medical record and billing information prior to the time of appointment.Supports other members of the clinic team to ensure smooth client workflow and excellent customer service.Takes phone calls in accordance with the policy and service expectations for those clients on the phone as well as those in the clinic; provides telephone triage; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately and timely.Process release of information requests; receive and distribute PHI in accordance with agency protocols aadhering to HIPAA and patient confidentiality requirements.Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.Takes personal responsibility for the neat appearance of their work space and the reception area, assuring each area represents the agency in a positive manner.Performs other duties within the scope of client service representative as assignedKey Agency ResponsibilitiesIn addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:Models and reinforces the Health Care for the Homeless “core values” of dignity, authenticity, hope, justice, passion and balanceActively participates in performance improvement activities and actively participates in advocacy activities that support the mission of Health Care for the HomelessProtects our client’s personal health information by maintaining compliance with HIPAA and other relevant Health Care related IT security regulationsPerforms other duties on an as-needed basisKnowledge, Experience and SkillsFormal Education and TrainingHigh School Diploma or GED requiredExperienceOne year of experience in Customer Service requiredExperience working with people who are experiencing homelessness or from low-income backgroundsExperience working with computers and databases, preferably medical or insurance systemsBilingual (Spanish) highly preferredSkillsExcellent customer service, with ability to clearly communicate verbally and in writingMust be able to maintain confidentiality in all circumstancesMust be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanorSecurity or de-escalation training preferredHigh level of motivation, initiative and responsibilityAble to work with interdisciplinary teamsAble to cope with interruptions, be flexible and be a team playerWorking Conditions and Physical RequirementsActivitySomeFreqWork Position %Lift0-50 lbs.xSitting60%Carry0-50 lbs.xWalking20%Push0-50 lbs.xStanding20%Pull0-50 lbs.xStoop, KneelXCrawlN/AClimbN/ABalanceN/APhysical RequirementsHazardsMark with an X if this is a physical requirement for this job.Mark with an X if this is a potential hazard for this job.xManual dexterity (eye/hand coordination)Use of Latex GlovesPerform shift workExposure to toxic/caustic/chemicals/detergentsManeuver weight of clientsExposure to moving mechanical partsxHear alarms/telephone/tape recorderExposure to dust/fumesReach above shoulderExposure to potential electrical shockxRepetitive arm/hand movementsExposure to x ray/electromagnetic energyxFinger DexterityExposure to high pitched noisesColor VisionXExposure to communicable diseases*Acuity – farBlood born pathogen exposureAcuity – nearGaseous risk exposureDepth perceptionOn Call*May be exposed to infectious disease with little likelihood of harm if established procedures are followed #J-18808-Ljbffr