What are the responsibilities and job description for the Client Engagement Services Specialist position at Lutheran Family Services?
Job Type
Full-Time
Position Summary
Full-Time
Position Summary
- The Client Engagement Services Specialist engages with consumers in person, over the phone, and/or online to build professional relationships by assisting consumers with services.
- Welcome consumers and visitors in a prompt, professional, and courteous manner; direct individuals to the appropriate staff within the organization.
- Act as a team player in efficient, centralized intake systems and open-access systems for consumers.
- Coordinate information flow (mail, phones, intra-agency requests) efficiently and accurately to forward information to the appropriate person(s) and/or relay messages as needed.
- Maintain basic understanding of agency services and programs to answer questions, direct calls, etc.
- Conduct accurate fee assessment to determine payor source and eligibility for private insurance, Medicaid, Medicare, etc.
- Work with consumers to ensure Medicaid/insurance coverage and that client understands coverage, including assisting with and/or coordinating application assistance.
- Inform and educate clients on financial responsibility, items to bring to appointments, payment methods, etc.
- Collect and record co-payment from clients, including but not limited to the accurate documentation of transactions, reconciling daily deposits to receipts, etc.
- Accepting and tracking items received by the client engagement office, including donations, daily receipts of cash and/or checks for transmittal to the finance team, receipt of packages and mail, etc.
- Process incoming faxes and medical record requests promptly.
- Input accurate information into systems and program databases (i.e., enter client data, schedule intake/follow-up appointments, update client information, etc.)
- Complete and process forms to obtain necessary data significant to a client's care.
- Process client documentation through DocuSign and assist with file management based on agency protocols and state regulations.
- Prepare and collate copies of internal documents and packets.
- Maintain office supply inventory and monitor supplies on hand.
- Excellent verbal and written communication skills.
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Excellent organizational skills and attention to detail.
- Excellent time management and prioritization skills with a proven ability to meet deadlines.
- Ability to provide problem-solving assistance and crisis intervention to clients.
- Ability to act with integrity, professionalism, and confidentiality.
- Awareness and sensitivity of the organization’s constituents and populations served by employees.
- Proficient with Microsoft Office Suite and/or related software.
- Regular and predictable attendance, and promptness for work.
- Commitment to uphold the mission, vision, and values of Lutheran Family Services.
- Support Lutheran Family Services in the organization’s objective to be a diverse, equitable, inclusive, and accessible workplace.
- Helping
- Verbal & Written Communication
- Critical Thinking
- Organizing
- High school diploma or equivalent required. Two years of post-secondary education are preferred.
- Customer service experience required. Non-profit experience preferred.
- Fluent in English and another language preferred (Desired languages will align with our client populations and may include but are not limited to Spanish, Kurdish, Arabic, etc.).
- Demonstrated understanding of and ability to work with people of diverse backgrounds
- Display a comfort level in working with stressful individual/family dynamics.
- Always display a courteous and caring attitude to clientele, volunteers, visitors, etc.
- Cooperates and collaborates with program area staff, volunteers, and other Agency staff.
- Valid driver’s license, liability auto insurance, and ability to drive for organization business.
- Sit at a desk and work at a computer screen for hours at a time.
- Work in an office environment and work remotely on occasion as needed.
- Travel to various office locations to support client services, as needed and as applicable by region.
- Work a flexible schedule, including evenings and weekends to meet client needs (as directed).
- Lift up to 50 lbs.