POSITION TITLE: Client Intake Specialist GRADE: 3

RESPONSIBLE TO: Finance Director

DEPARTMENT/SITE: Finance / Saginaw

STATUS: Non-exempt; hourly.

All the criteria-based duties and standards within this document will be performed according to established policies, procedures and guidelines within the department/site and SPSI.

JOB SUMMARY

The client intake specialist is one the first line of communication between a client/vendor, a therapist, and a doctor, whether it’s on the phone or in person. They may answer questions or provide general information, or may direct a client to a person who can provide more direct and specific information. They are responsible for keeping, updating, and maintaining intake records by getting the appropriate information from the program participants, vendors, or other personnel. It is important to be keenly aware of all services provided within the clinic and throughout the agency.

ESSENTIAL JOB DUTIES

1. Engages in and develops trusting relationships with all staff, vendors, or clients to enhance employee employment satisfaction.

2. Abides by company rules and policy/procedure as well as helping with mission, vision and values of SPSI.

3. Attend all mandatory staff meetings, facility in-services and staff development activities as scheduled.

• Responsible to answer the inbound client calls assisting clients with questions, maintaining services, and collecting accurate information.
• Records client information using the appropriate form in the client’s physical file.
• Record accurate client information on the client's electronic medical record.
• Create client files for use by the clinician during therapy or testing.
• Schedule client for therapy or testing services.
• Responsible to keep thorough electronic records of call interactions.
• Responsible to work with billing to maintain the client insurance profile.
• Responsible to work with the front desk to coordinate the client payment.

12. Accurately record relevant client/vendor contacts and messages as well as communicates it with the staff it affects.

13. Assists employees with support so that it affects our clients in a positive way.

14. Immediately report critical issues and work with appropriate staff to develop an intervention plan.

15. Continually strives for effective relationships with peers, clients and management.

16. Work to continually improve skills seeking training in areas where needs have been identified.

17. Other duties as assigned.

MARGINAL JOB DUTIES

1. Works collaboratively to train all new staff as assigned based on the need of the department as needed.

JOB SPECIFICATIONS

EDUCATION: Post-secondary education.

LICENSURE: Valid driver’s license.

EXPERIENCE: A minimum of one to two years’ experience in a mental health/substance use setting preferred.

SKILLS

• Self-motivated and the ability to handle unforeseen problems and when to reach out for support and supervision. Does not wait to be told what to do, can work independently.
• Excellent time management skills with a proven ability to meet deadlines.
• Exceptional organizational skills.

4. Sensitivity to the needs of persons with disabilities, mental illness and SUD.

5. Ability and willingness to work cooperatively with others.

• Aptitude in resolving issues and conflicts.

7. Fluent/ basic knowledge in the use of Microsoft Word, Excel, and other applications.

8. Maintains a high degree of discretion when dealing with confidential information.

9. Knowledge of general office machines, telephone systems, fax machine, PDF operations, and other information systems.

INTERPERSONAL SKILLS

1. Must possess effective communication skills and act as a representative of SPSI and adhering to its mission, vision, and values. This includes external representation of local agencies.

2. Speak to clients in a respectful and calming manner, even if clients are agitated. Identify and resolve client conflicts/dissatisfaction issues as needed.

3. Continually strives for effective relationships with staff and management.

• Expect self and co-workers to maintain the highest standards of professional ethics.

5. Work as a team member to improve the various services offered by the agency, sharing

information about cutting edge practices or identifying gaps and needs in service.

PHYSICAL EFFORTS: Medium; must be able to lift up to 50 lbs.

HOURS OF WORK: Full-time, flexible and varied. Schedule may vary Monday to Friday 7:30 a.m. to 5:00 p.m.

Job Type: Full-time

Healthcare setting:

• Outpatient

Medical specialties:

• Psychiatry

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• EMR systems: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: In person