Client Service Specialist

Work that matters: Help deliver whole-person care, housing support, and advocacy to people who deserve dignity, respect, and stability.

If you are ready to use your talent for something bigger, HCH is ready for you. Bring your expertise, your heart, and your commitment to justice—and help create a Baltimore where everyone has the opportunity to be healthy and housed.

Overview

The Client Service Specialist (CSS) position routinely independently performs multiple administrative functions within a

interdisciplinary, community-based, stationary and/or mobile ambulatory practice. This position supports medical, behavioral health and dental providers, nurses, social workers and administrators and is able to move effortlessly across various teams and/or locations. This role coaches and mentors client service representatives (CSRs) and exemplifies excellent first line customer service.

Key Role Responsibilities

Performs and fulfills all of the duties and responsibilities of the CSR position (registration, scheduling, insurance verification, referrals, and medical records) as a routine part of their daily duties.

Processes referrals generated by providers at discharge, which includes: identifying referral entity, obtaining authorizations if needed, completing all necessary paperwork, and faxes supporting documents to the referring entity; Follow-up with clients and or the referring entity regarding outstanding referral issues as needed; Assist clients with scheduling referral appointments as needed; Track and report processing issues to supervisor; Verify client insurance benefits to obtain pre-authorization

Process and maintain priority release of information and daily scanning of incoming records in adherence to the agency’s Medical Records Procedure; manages the workflow of medical records to maintain efficiency and high accuracy in release of records and receipt of records from outside providers

In collaboration with the Practice Manager, documents and maintains customer service actions and helps identify client satisfaction improvement strategies.

Responds promptly and appropriately to client questions/concerns/complaints and attempts immediate resolution; Identifies client needs and connects with other services, (e.g. case management and CHW) within the agency or through established external partners.

Support Practice manager with compiling and coordinating data for analysis and assessment of clinic flow, fiscal expenditures, and service delivery

Provide customer service excellence marked by culturally-competent, client-centered, ethical, respectful, inclusive, and professional access for clients, visitors, partners and the broader community.

Contributes to the achievement of established department goals and objectives. Adheres to department policies, procedures, quality standards and safety standards. Complies with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.

Formal Education and Training

High school diploma or GED is required; Associate’s degree or higher level education preferred; relevant work experience may be substituted for formal education credit hours.

Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management systems, or related field is highly desirable.

Completion of Certified Application Counselor (CAC) preferred

Experience

Minimum of one (1) year experience fulfilling all duties and responsibilities of a Client Service Representative or similar role in a FQHC, ambulatory care, or hospital setting.

Two (2) or more years of experience in health or human services; Bachelor’s degree in public health, human services, or related administration field may substitute for experience.

Two (2) or more years of customer services experience.

Understanding of ambulatory practice management, physician office and/or clinical operations.

Practice working collaboratively in a multi-disciplinary clinical setting

Experienced operating general office machines such as computers, facsimiles, copiers, and scanners

Demonstrated knowledge of database programs; such as: Microsoft Office, FaxCom, and EHR systems.

Familiarity with medical, administrative, ethical and the legal requirements of HIPAA and ADA;

Understanding of third party insurance and accountable/managed care concepts

Skills

Ability to communicate effectively in English, both verbally and in written form

Effectively and efficiently work independently with minimum supervision ; self-manage to organize and prioritize work to multi-task and meet deadlines

Ability to work collaboratively across interdisciplinary teams; Capable of coordinating multiple workloads

Ability to follow complex instructions and procedures, with a close attention to detail

Able to exercise sound judgment and critical thinking in the execution of job duties

Ability to identify, assess, and communicate needs and challenges

Comfortable training others as well as breaking down and delegating tasks, when appropriate Adept at providing highly proficient customer service

Adept at providing highly proficient customer service

Ability to be flexible and responsive to ever-changing agency needs and act accordingly

Able to work with physically, mentally, socially, and economically disadvantaged individuals

Ability to work with clients from diverse backgrounds and/or with limited language proficiencies .

Familiarity with de-escalation techniques during stressful, inflammatory, or hostile circumstances.

Premium Pay

Language premium for fluency in Spanish of $4,000 per year (paid bi-weekly) is offered pending successful passing of proficiency assessment.

Apply today: https://www.hchmd.org/join-us

Join us in advancing health equity, expanding access to care, and making home and health possible for our neighbors.

Health Care for the Homeless is an equal opportunity employer.

Notice to Applicants Health Care for the Homeless participates in E-Verify . All newly hired employees are required to complete the I-9 Employment Eligibility Verification form and provide documentation proving their identity and legal authorization to work in the United States.

We use the E-Verify system to confirm employment eligibility in accordance w ith federal law.