Access and Customer Service Specialist

POSITION SUMMARY:

The Access & Customer Service Specialist is responsible for answering calls, determining eligibility, and gathering information required for services at Starfish Family Services Behavioral Health clinics. This includes insurance verification and scheduling of the initial evaluation appointments for new clients. They will answer questions related to services and provide the appropriate referrals as required. This position acts as a liaison between DHS and private child welfare agencies to obtain the necessary documentation for children in foster care. They will offer marketing activities to promote recognition of our name and services as well as for the purpose of creating service partnerships and increasing referrals for services.

EDUCATION AND EXPERIENCE:

• A minimum of either a High School Diploma or equivalent is required. 
• An Associate’s degree in Mental Health or a related field is preferred.
• A minimum of 1 years’ experience in a mental health setting is required.

DUTIES AND RESPONSIBILITIES:

• Accurately and thoroughly gather necessary information from clients/guardians to complete Client Demographics, Request for Services, and/or Access Screenings in the Electronic Clinical Record and other documentation as needed.
• Sets up CEHR portal during the initial call with the client/guardian.
• Based upon information gathered, determines the clinical needs of the client and if the client is in crisis.
• Utilizes basic clinical knowledge to determine eligibility for various therapeutic services offered.
• Verifies client mental health and substance abuse benefits, co-pays, deductibles and enters into client record for all clients and notes any changes to insurance prior to service delivery.
• Verifies client insurance on a (minimum) monthly basis and notifies staff of requirements or status change.
• Calls and returns calls, for all clients regarding appointment and insurance updates or calls clients and informs them of co-pays, deductibles, insurance requirements prior to sessions in a professional and timely manner.
• Coordinates and communicates daily or as needed with clinicians to problem solve and manage client requests with special circumstances.
• Provide callers with appropriate referrals in a timely, pleasant, professional manner.
• Maintains a working knowledge of 3rd party billing procedures for Medicare, Medicaid, MCPN and commercial insurance companies.
• Monitors failed claims and authorization reports and notifies staff of authorization requirements.
• Monitors monthly client enrollment reports and other compliance reports as designated by supervisor.
• Confirms all intake appointments within 1-2 business days prior to the appointment and assists clients in determining any barriers to attending the initial appointment.
• Tracking, scheduling, and communicating with clients/families as well as therapists to assist in the initial appointment.

COMPETENCIES AND ABILITIES:

• Familiarity with all Behavioral Health Services programs, eligibility requirements and scope as well as working knowledge of all Starfish Family Services programming.  
• Knowledge of community mental health treatment programs and their continuum of care.
• Knowledge of DHS child welfare systems and their continuum of care.
• Must have a general understanding of child custody/guardianship laws.
• Must have the ability to determine and respond appropriately to incoming crisis calls.
• Must have the ability to interpret information from clients to determine clinical needs.
• Must have excellent interpersonal skills – a pleasant, professional, service-oriented telephone and reception manner.
• Ability to accurately enter data into agency database and generate reports as needed.
• Must possess strong problem solving and critical thinking skills and able to coordinate multiple parties to resolve scheduling problems as needed.
• Ability to work cooperatively and responsibly as a member of a team with colleagues, supervisors, agency staff and collateral contacts.

LICENSING AND OTHER REQUIREMENTS:

• Valid driver’s license and / or reliable transportation.

Starfish Family Services is an Equal Opportunity Employer