Client Services Representative

CORE RESPONSIBILITIES & ESSENTIAL JOB FUNCTIONS

• Receive inbound phone calls from current and potential customers.
• Take appropriate action for each call or transfer to the appropriate person/team.
• Engage in phone calls or be available to accept phone calls 65% of scheduled working time. 
• Schedule appointments adhering to funder guidelines and state regulations.  
• De-escalate situations and provide service recovery, using good judgement in escalating calls and directing to the appropriate personnel. 
• Receive customer correspondence via e-mail requests and take appropriate action.
• Process cases and manage personal work queue. 
• Place outbound phone calls for appointment follow up, documentation, and other customer communications.
• Ensure all customer contact is documented accurately and appropriately.
• Provide notification to Clinical Case Manager and/or other departments (Billing, Quality, etc.) regarding inquiries requiring follow up. 
• Utilize standard templates for customer correspondence; advise manager of situations that require new templates or customized response.
• Work with manager to ensure all correspondence is professional and grammatically correct while using the appropriate communication method and system.
• Verify protected health information and authorization for services.
• Schedule initial appointments for new clients and enter all necessary client, contact and other necessary information into computer system.
• Participate in other activities that support the coordination of client referrals, authorizations, initial assessments, and placement.
• Follow current standard operating procedures.
• Must adhere to all federal, state, and local law and regulations as applicable, while safeguarding client protected health information (PHI).
• Ensure high level of customer service while maximizing productivity and meeting key performance indicators.
• Additional duties as assigned.

 
QUALIFICATIONS
Minimum Education, Experience & Training Equivalent to: 

• 2+ years of experience in customer service call/contact center.

• Associate degree preferred.
• Health care industry experience preferred.

Knowledge & Skills

• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience
  and discretion when dealing with confidential and sensitive matters.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
• Capacity to effectively multitask and manage day-to-day responsibilities.
• Personable; able to work comfortably with individuals at all levels within the organization.
• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
• Must be highly detail oriented.
• Strong interpersonal skills.

  
Physical Requirements: 

• Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
• Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computer and cell phone for effective communication.
• Ability to utilize virtual meetings software (Zoom, Teams, etc.).

CONDITIONS OF EMPLOYMENT 

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend any required training.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.