POSITION TITLE: Client Support Specialist
DEPARTMENT: HHS - Behavioral Health
LOCATION: Longview, WA
REPORTS TO: Administrative Supervisor
FLSA STATUS: Nonexempt, fulltime
SCHEDULE: Evening position with the shift ending at 8:30 PM Monday-Thursday; possibly 4/10 hour shifts or 5/8 hour shifts. All staff working a 4-10 schedule will revert back to an eight (8) hour schedule on a holiday week.
WAGE RANGE: $27.92 - $36.30 per hour

Review Date: April 4, 2024

***If you are an American Indian/Alaska Native and/or a Veteran and would like this to be considered for hiring, please note this on your cover letter and/or resume***

Position Summary:

Ensures the efficient and effective delivery of program services by providing support to clients and providers in the form of care coordination and case management. Assists clients with gaining timely access of benefits and services. Serves as a backup to all front office administrative positions. Maintains professionalism in all interactions with internal and external customers. Adheres to HIPAA and confidentiality requirements. Honors and represents the mission, vision, values of CIT and of the HHS department.

***If you are an American Indian/Alaska Native and/or a Veteran and would like this to be considered for hiring, please note this on your cover letter and/or resume***

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Assists clients in navigating through the inpatient and outpatient registration processes; conducts client orientations.
• Ensure client information is accurately logged into in system; updates benefits or other client information as needed.
• Review and screen client eligibility for tribal program services and possible funding resources. Identify and reduce eligibility barriers for services; ensures clients have access to benefits for which they are qualified.
• Complete ongoing review and verification of client benefits.
• Checks in arriving clients for intake/assessment in an efficient manner and notifies staff of patient arrival; verifies insurance information; collects fees and payments; directs clients to appropriate locations for services requested.
• Performs outreach and engagement activities for those who have requested or received services.
• Conducts urinalysis tests as requested; processes lab requisitions and results as indicated by program procedures.
• Consistently documents client contacts and care coordination activities within established timeframe requirements in the electronic health record system.
• Assists clients with coordinating care with internal and external providers and agencies.
• Track, record, and report on client and program data as requested.
• Answers incoming telephone calls, determines purpose of call, and forwards calls to appropriate personnel or department.
• Schedules and updates appointments as requested; places appointment reminder calls; migrates schedule to alternate counselors; prepares daily schedules for all clinical staff; enters clinician target information.
• Takes and delivers messages or transfers call to voicemail when personnel are unavailable; retrieves messages from voicemail and forwards to appropriate personnel.
• Develops, prepares and improves communications and outreach materials providing program information; participates in community outreach events.
• Aids intake in creating and updating intake and annual update packets; helps to maintain a supply of prepared packets.
• Creates and prints, memos, correspondence, reports, and other documents when necessary.
• Participates in staff meetings as requested.
• Assists clients with determining eligibility for Tribal enrollment and with the enrollment process if eligible. Documents and maintains contact information and enrollment criteria for federally recognized Tribes.
• Adapts to changes in safety protocols and procedures.
• Completes Information Security System Awareness (ISSA) trainings as required.
• Works collaboratively in a team environment to achieve shared goals.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of traditional form of government and tribal customs and traditions.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of basic medical terminology preferred.
• Knowledge of patient registration and healthcare front office preferred.
• Knowledge of policies and procedures related to HIPAA, Medicare, Medicaid and insurance programs.
• Knowledge of office functions, procedures, and policies.
• Skill in operating various word-processing, spreadsheet and database software programs in a Windows environment including electronic health care systems.
• Skill in interpersonal communication.
• Ability to approach interactions with courtesy and respect.
• Ability to maintain confidentiality.
• Ability to establish and maintain professional relationships and contribute to the creation of an inclusive environment.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to handle multiple tasks and meet deadlines.
• Ability to exercise independent judgment.

Minimum Qualifications:

• High School Diploma/GED; AA degree preferred.
• Three years’ experience providing administrative and client support in a social or behavioral health service setting.
• A combination of relevant education and related work experience may be considered.
• Valid driver’s license is required when driving vehicles for work-related purposes.
• Obtain and maintain BLS/CPR and AED certifications.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.

Tribal preference in accordance with Cowlitz Indian Tribe Code and CIT Employee Policies and Procedures Handbook shall apply to all positions. All positions are required to adhere to CIT’s established safety policies regarding vaccine requirements and personal protective equipment (PPE).

Background Investigation Requirements:

• Pre-employment drug screen.
• Reference checks, education and employment verification.
• Federal, state, and/or tribal criminal history and sanction checks including fingerprint verification.
• Has not been found guilty of, charged with, received a deferred sentence, received a conditional discharge of, or entered a plea of not contest to, or entered a plea of guilty to any one felony or misdemeanor crimes of violence, sexual assault, molestation, exploitation or sexual contact; prostitution; or crimes committed against person(s) or children.

Physical Demands:

While performing the duties of this job, the employee regularly is required to sit, stand, use hands and fingers for a variety of tasks, talk, and hear. The employee occasionally is required to walk and reach with hands and arms. The employee is occasionally required to lift up to 20lbs. Specific vision abilities required by this job include close vision and clarity of vision at long distance.

Work Environment:

Work is generally performed in an office/clinical setting with a moderate noise level. Employee may be exposed to bodily fluids, blood borne pathogens and infectious disease. Situations occur where PPE (personal protective equipment) is needed. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common.

The Cowlitz Indian Tribe is an Equal Opportunity Employer, and a Drug & Alcohol-Free workplace.

Except as provided by Title 25 CFR, Section 472 which allows for Indian preference in hiring, the Cowlitz Indian Tribe does not discriminate on the basis of race, color, creed, age, sex, national origin, physical handicap, marital status, politics, or membership or non-membership in an employee organization.