Columbia, MO 65202
Salary: $13.00 to $16.00 /hour
CLIENT SERVICES COORDINATOR
EMPLOYEE NAME: SUPERVISOR: Client Services Supervisor
Exempt (Y/N): N
SUMMARY: The Client Services Coordinator is responsible for the customer services given to Private Pay and Insurance clients. In addition, this role includes retention and retrieval of client records with timely and accurate client information into applicable databases. All staff adhere to Federal Regulations (42 CFR part 2) regarding client rights to confidentiality of records of their identity, diagnosis, prognosis, or treatment, as well as ensuring compliance with HIPAA regulations as related to the release and retention of client information. This is a “Safety Sensitive” position.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provides professional insights, ideas, thoughts, numeric data, technical information and personal wisdom that supports and enhances the Phoenix Program’s vision.
- Understand Federal Confidentiality, HIPAA as it applies to substance use disorder. Respond to requests for information using this law.
- Perform phone screeners with persons seeking services with the agency and face-to-face screeners with walk-in clients. Be familiar with programs the agency offers.
- Perform Standards Mean Test and Notice of Cost Forms for all clients prior to assessment. Inquire about Family Packet interest and send out as requested for all interested.
- Complete Private Pay Intake Packets with all private pay and insurance clients.
- Make insurance and authorization requests and conditions for Private Pay/Insurance clients. Make contact with Caseworkers and H.S.I. for referrals and authorization for our agency.
- Collaborate with Director of Core Services and Residential Coordinator for immediate access to residential services for private pay/insurance clients.
- Assume the Customer Care Advocate role with each private pay/insurance clients, which includes maintaining regular contact with PP/Insurance clients. This includes checking in with residential clients one to two times a week and outpatient clients one to two times a month.
- Collaborate with Director of Core Services and/or Residential Team to affirm PP/Ins clients schedule and treatment plan.
- Attend scheduled meetings with Client Services Supervisor to discuss status of all current private pay/insurance clients and any incoming clients.
- Manage private pay/insurance spreadsheet on a weekly basis.
- Facilitate follow up with referral source with required releases.
- Advocate for family involvement in clients treatment and follow up with family as requested by client.
- Responsible for efforts to re-engage client and/or family back in to treatment if client has left under undesirable circumstances.
- Create payment agreements with clients and/or payee and collect payments for treatment on designated dates agreed upon.
- Schedule clients for appointments as needed or requested.
- Collect payment for services. Complete documentation, make copies as needed and route payment to Administrative Office.
- Conduct consults and give tours as requested, with private pay/insurance clients that are seeking treatment with our facility.
- Collect group sheets daily and record attendance in Credible.
- Maintain office supplies in reception and work room area. Order supplies needed every week.
- Provide clients with resources as needed.
- Work front desk area as needed.
- Process all Admissions, LOS changes, and Discharges for all clients. Call other agencies if clients need discharged in order to complete admission or other agency functions.
- Manually key DMH billing and assist in fixing any problem billing necessary.
- Maintain all records in storage and retain as per agency and State requirements.
- filing and/or scanning in client files or Credible as needed.
- Other duties as assigned.
EDUCATION and/or EXPERIENCE:
- High school graduate with computer knowledge and experience.
- Must have a high level of maturity, and prefer experience in the social service setting.
- Must possess excellent customer service and phone skills.
- Strong organizational skills, problem-solving abilities and attention to detail.
- Ability to work independently, with limited direction, and in a team environment.
- Must have excellent listening skills as well as be knowledgeable of all services the agency provides.
- Must be flexible and solutions orientated in helping individual access services.
- Ability to work with distraction and to multi-task with frequent interruptions.
- Follow through and teamwork is essential to this position to ensure positive and successful treatment outcomes for client and family.
- Ability to write routine correspondence.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Speak and write English fluently.
- Ability to use a personal computer and has a basic knowledge of word-processing, spreadsheet and data base software.
- Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
- Ability to articulate to consumer or family pricing on treatment packages and what treatment is included in the purchase price.
- Ability to define problems collects data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to solve practical problems.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
PHYSICAL DEMANDS: The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee must be able to:
- Must be able to use fingers to type data into a computer and to complete forms and other correspondence.
- Must be able to reach.
- Must be able to read written material and to pass the Missouri driver’s license requirement.
- Must be able to hear a normal conversation.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee occasionally:
- Will have to deal with unpleasant situations with intoxicated/aggressive clients.
The noise level in the work environment is usually minimal.