Client Services Specialist

Under the direct supervision of the Clinical & Psychiatric Services Program Operations Manager (POM) or designee, the Client Services Specialist (CSS) provides customer service and support to new and existing clients, caregivers, and family members. The CSS provides support and coverage for all front office functions. The CSS coordinates psychiatric mental health services and supports clients with access to care.

The CSS greets new and established clients, answers and transfers incoming calls to appropriate recipients, and collects payments/charges. The CSS also performs brief intake interviews with new or returning clients, checks insurance eligibility, and schedules appointments. The CSS is the company’s first impression to all guests entering the building. It is the duty of the CSS to provide a welcoming and comforting environment to all clientele.

General Duties and Responsibilities:

Knows, follows, and upholds TeamBuilders’ philosophy, policies & procedures, and standards of conduct.

Understands and complies with all program service requirements and State regulations for provision of care to children, adolescents, and families.

Responsible for welcoming and checking-in all clients and visitors in a friendly and professional manner.

Collects and logs all payments received in the appropriate systems / tracking log.

The CSS is responsible for collections of missed payments from clients as notified by the Billing Department. It is the goal of the CSS to have a 100% collection of billed amounts.

Ensures that the client registration form, consent(s) form(s), release(s) of information, copy of insurance card(s) and other documentation as notified by Medical Records is collected and filled out completely with appropriate signatures/dates.

Answers all incoming calls, screens all calls, and routes calls to appropriate recipients and/or takes written messages and forwards them to staff members in a timely manner.

Calls, texts, and/or emails clients to remind and confirm appointments for the next business day.Initiates calls for pre-visit health screenings, referral follow-up calls, collateral collection, and client surveys.

Responsible for ensuring that canceled/missed appointments are documented on the Canceled Appointment Routing Form and routed to appropriate staff.

Collects and prepares out-going mail for the office.Orders supplies as needed for the office.

Responsible for filing all documents into client charts and helping Medical Records to retrieve missing documentation.

Responsible for the overall upkeep of the lobby/reception area and restrooms are clean (sinks are wiped down and trash is not overflowing) and stocked (toilet paper and liquid soap).

Provides front office and administrative support including, but not limited to, data entry, scanning, electronic filing, retrieving/distributing incoming faxes, mail collection/sorting, and answering the office phone.

Provides excellent customer service, greets incoming visitors/clients, checks in appointments, and ensures neatness and cleanliness of office common areas.

Conducts outreach to referral sources, self referrals, and performs admission process including conducting initial intake (referral screening), insurance verification, program enrollment, and triage of new referrals with the Clinical Director or designee.

Facilitates access to program services and performs case management including screening interviews, treatment coordination, and follow-up activities.

Schedules and organizes appointments with prospective or existing clients and their families.

Develops and maintains positive relationships with clients, parents, caregivers, and key stakeholders.

Reports problems or concerns with client/family relationships to management and assists with problem resolution.

Collect and assist clients with completion of informed consents, authorizations for release of information, surveys/inventories/protocols, and other program documents required for the treatment record.

Provides administrative support for and participates in clinical seminars, supervision, CQI meetings, and training events as assigned.Compiles reports and performs data entry into electronic data-systems and tracking tools.

Additional duties as assigned by the direct supervisor or executive management.

School-Based Referral, Intake, and Admission Duties and Responsibilities:

Receives and provides referrals on behalf of new and/or inter-agency clients;

Creates Parent Packets so Therapists and Schools have them on hand;

Conducts telephonic outreach to parents/guardians and referral sources to complete brief intake interview within 24hrs of receipt of referral;

Follow-up attempts to contact parents/guardians and referral sources may also be conducted via sms/text and email;

All email communication must cc: the program coordinator and/or clinical supervisor;

Collects and inputs all required demographic, insurance, and other information and inputs in agency electronic medical record (EMR) system;

Collects and inputs all client health information including but not limited to current symptoms/concerns, diagnoses/medical & family history, insurance data, referral agencies, and all other information necessary for treatment and coordination of care. All data obtained is entered in the agency's EMR system.

All new client data and referral information is logged into the TeamBuilders’ Referral Tracking Log;

Verifies insurance coverage/eligibility and ensures method of payment.

Communicates regularly with clinical therapists and clinical supervisors regarding status of referral and intake;

Once referrals have been assigned, the CSS contacts clients to schedule the first available appointment with the assigned provider.

Referrals must be processed within 24 hours.

Monitors Provider Capacity Spreadsheet.

Meets at least monthly in-person in Santa Fe with the management team to report progress, barriers, and achievements regarding SBMH referrals and outreach activities;

Provides support and coverage for all front office functions;

other duties as assigned, which includes but is not limited to: support of training sessions or other functions, filing, answering phones, receiving clients, etc.

Minimum Qualifications:

Bi-lingual/Bi-cultural English and Spanish, preferred.

Obtained a Criminal Records Clearance (local, state, and FBI).

Must be a minimum of 21 years of age or older.

High School Diploma or GED required;

Bachelor’s degree in relevant human services field preferred.

Excellent Typing, Organizational, Written And Verbal Communication Skills Required.

Familiarity with Google Suite, Adobe Acrobat, and Microsoft Office Suite.

Demonstrated ability to accomplish tasks within established deadlines.

Demonstrated ability to consistently establish positive relationships, and to work effectively and cooperatively with clients, families, colleagues, staff, and community members.

Must be computer literate for use of computerized data systems, software applications, and reporting, etc.

Must also have and maintain a clean driving record and active auto insurance coverage.