Client Service Representative

Overview

The 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 Responsibilities

• Greets clients and visitors upon arrival to the clinic and appropriately route them to the correct staff member; utilizing appointment systems, registration staff and triage protocols
• Manages 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 assigned

Key Agency Responsibilities

In 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 balance

• Actively participates in performance improvement activities and actively participates in advocacy activities that support the mission of Health Care for the Homeless
• Protects our client’s personal health information by maintaining compliance with HIPAA and other relevant Health Care related IT security regulations
• Performs other duties on an as-needed basis

Knowledge, Experience and Skills

Formal Education and Training

• High School Diploma or GED required

Experience

• One year of experience in Customer Service required
• Experience working with people who are experiencing homelessness or from low-income backgrounds
• Experience working with computers and databases, preferably medical or insurance systems
• Bilingual (Spanish) highly preferred

Skills

• Excellent customer service, with ability to clearly communicate verbally and in writing
• Must be able to maintain confidentiality in all circumstances
• Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor
• Security or de-escalation training preferred
• High level of motivation, initiative and responsibility
• Able to work with interdisciplinary teams
• Able to cope with interruptions, be flexible and be a team player

Working Conditions and Physical Requirements

• May be exposed to infectious disease with little likelihood of harm if established procedures are followed