Client Access Specialist - Medical Office/Customer Service

Location: 6140 S Broadway Lorain, Ohio 44053

Shift: 11:30 AM - 8:00 PM Monday through Thursday and 8:30 AM - 5:00 PM Friday

Wage starting at $13 hourly 

POSITION PURPOSE AND OBJECTIVES

The primary responsibility of the Client Access Specialist is to provide client-centered administrative support at The Nord Center and off site-locations. The staff in this position are cross-trained to perform a variety of job functions in various settings including greeting, assisting, and directing incoming clients and visitors, answering and directing telephone calls, ensuring that client data is up to date in the EMR.

ESSENTIAL JOB FUNCTIONS

• Serves as first point of contact for clients, visitors, and vendors. Greets, checks-in, and monitors waiting areas. Directs clients and visitors to appropriate destinations. Keeps waiting areas neat and orderly.
• Collects and updates demographic, insurance, payer, clinician assignment, program, and financial information in client medical records. Relays retroactive billing information to the Billing Supervisor. Maintains office filing system and adheres to records retention schedule. Processes release of information requests and maintains ROI database.
• Determines client eligibility for entitlement programs and sliding fees. Completes documentation and collects verification as required by program regulations and keeps client data updated in the electronic medical record. Is attentive to program eligibility redetermination dates and provides timely follow-up with clients upon arrival for their appointments. Assists clients in understanding and complying with third party payer benefits/requirements as necessary. Contacts third party payers to verify coverage and plan restrictions and obtains precertification as needed. Collects payments on accounts.
• Schedules clinical appointments using the EMR. Places reminder calls to clients. Prints schedules and distributes surveys and informational materials to clients as needed. Arranges for client transportation.
• Answers incoming phone calls and routes calls appropriately. Utilizes the central paging system as necessary.
• Follows policies and procedures. Ensures that Clients' protected health information is kept confidential according to Agency procedures.
• Travels between agency sites to pick up and deliver work related materials as needed.
• Provides clerical support including photocopying, faxing, printing, and scanning. Communicates with clients in their native language if bilingual. Schedules interpreters (both internal and external) as needed.
• Works as part of a team. Provides training and coaching to peers as requested by Supervisor. Rotates and works in various locations/assignments to provide adequate coverage.
• Initiates purchase orders for departmental supplies as needed.
• Must be able to react to change and stress productively and to handle other related tasks as assigned.
• Must be able to maintain regular and predictable attendance and punctuality.
• Must be able to get along with others and work effectively as a team by participating in problem-solving and contributing to the overall team development by sharing information and knowledge.
• Must exhibit the knowledge, skills, and abilities, and minimum requirements listed in this Position Description.
• Performs all other duties as assigned.

REQUIREMENTS/QUALIFICATIONS

High school graduate or equivalent. Minimum typing of 35 wpm. Must have a minimum of one year of experience as a receptionist and/or switchboard operator in a health care setting, or three years of general receptionist/clerical experience. Must have strong customer service orientation and experience.  Must have the ability to apply common sense understanding and to carry out written and oral instructions using good judgment in order to work under minimal supervision.  Must have manual dexterity and the ability to communicate orally in person.  Must be able to work in a fast paced environment with multiple priorities.  Must have knowledge of proper phone etiquette and be able to handle difficult customers.  Computer experience, preferably in the latest version of Windows, Word, and Excel, is strongly preferred. Favorable references and/or evaluations are required.  Bilingual (English/Spanish speaking) a plus.  Experience with EMR (Electronic Medical Records) a plus.