Intake & Customer Service Specialist

　　Department: Community Health & Research Center

　　Location: Dearborn, MI

　　START YOUR APPLICATION (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=2891944&source=2891944-CJB-0)

　　Job Title: Intake and Customer Service Specialist

　　Job Status: Full-time

　　Job Summary: Under general supervision, the Intake and Customer Service Specialist assures the accessibility of effective community services that empowers individuals and families to achieve an enhanced quality of life. They interact with customers by addressing inquiries and resolving client complaints. They provide a high level of customer service support and handles matters professionally and responsibly and administer medical billing tasks. Quality customized services, client care and satisfaction are the ultimate goal.

　　Essential Duties and Responsibilities:

　　Welcome people to the department and program

　　Answer telephone calls, questions and service inquiries about services

　　Orient individuals to service benefits and resources available

　　Provide a warm transfer with customer-centered service to ensure client makes the initial contact with funders and health plans

　　Provide information on how to access services and rights processes

　　Assist with resolution of local complaints, grievances, and appeals processes

　　Survey, track, trend, and report on member/provider experiences

　　Provide behavioral health, customer service, outreach, education, and training support.

　　Maintain current listings of all providers, both organizations and practitioners, with whom the DWIHN/MCCMH or programs have contracts, the service they provide, languages they speak including American Sign Language, any specialty for which they are known and accommodations for individuals with a disability

　　Follow up with appropriate staff and document results on the internal system and calendars, if applicable

　　Schedule intake appointments with relevant program staff

　　Record customer information and outcomes and enter services on the appropriate internal system, highlighting all given resources

　　Explain program requirements and any fees, if applicable, to clients

　　Maintain current knowledge regarding ACCESS programs and field of work

　　Refer clients with possible well-being matters to internal resources when necessary

　　Track referrals and enrollment status of clients, document outcome of the referral and enrollment, and provide support as appropriate, document barriers to enrollment, if any

　　Provide excellent internal/external customer services via telephone, e-mail, or face-to-face to assist customers with their eligibility and enrollment needs and answer questions or concerns regarding program processes and requirements

　　Provide an overview of all internal services and help refer and/or enroll the client to obtain the necessary service and encourage participation

　　Keep current with trends and developments related to essential job competencies

　　Protect confidentiality of customers at all times and abide by HIPPA law and confidentiality policy

　　Follow policies and procedures at all times and complete documentation in appropriate systems

　　Attend regular team meetings, and share any helpful/challenging/issues

　　Attend monthly staff meetings and all mandatory organization activities

　　Take fax orders, phone calls, in person new clients- and schedule new program screenings and evaluations

　　Project positive, flexible attitude in attempting to meet Clients- scheduling needs

　　Perform receptionist functions and assure that the telephone is answered, visitors/clients/patients are greeted, in a courteous, professional and timely manner

　　Perform registration functions and assure timely, efficient, and customer-friendly registration are met

　　Verify and process program eligibility and benefits verification for all clients

　　Assist in resolving any client issues generated through contract account denials

　　Verify client insurance coverage and prepare EMR case with all demographic and benefits information

　　May process insurance pre-authorizations for patients, if applicable, for program

　　Work staff to resolve any issue to ensure timely filing and clean-claim requirements

　　May enroll and inform patients and clients about insurance affordability through the local health exchanges and public insurance programs to encourage participation

　　May issue notices of hot jobs and in-demand trainings to clients

　　May issue notices and revised fee agreements while compiling data and entering information for sliding scale fee reductions

　　May pre-register clients for all disciplines before first appointment, preparing chart within EMR

　　Operate standard office equipment and use required software applications

　　Perform other duties and responsibilities as assigned

　　Knowledge, Skills and Abilities:

　　Knowledge of:

　　Uninsured and underserved populations

　　Commercial and worker-s compensation insurance

　　Skill in:

　　Critical thinking with the ability to effectively problem solve (e.g., able to determine if a client issue requires immediate provider attention if there are significant changes to the client history or other clinical issues that are presented)

　　Strong customer service skills

　　Strong multi-tasking skills

　　Organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work

　　Operating standard office equipment and using required software applications for program area and other applications, including Microsoft Office

　　Ability to:

　　Operate a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word, Excel, Outlook, intranet and computer navigation

　　Master the rules of a number of complex public benefits programs

　　Establish positive relationships with associates, volunteers and third-party intermediaries

　　Be highly organized with the ability to multi-task and adapt to changing priorities

　　Establish and meet deadlines

　　Evaluate each registration/admission and be alerted to potential problems, including pre-certification or financial assistance for the client

　　Communicate effectively with both written and verbal forms, including proper phone etiquette

　　Work collaboratively in a team-oriented environment; courteous and friendly demeanor

　　Work effectively with various levels of organizational members and diverse populations including ACCESS staff, clients, family members, insurance carriers, outside customers, vendors and couriers

　　Cross-train in other areas of practice in order to achieve smooth flow of all operations

　　Exercise sound judgment and problem-solving skills, specifically as it relates to resolving billing and coding problems

　　Handle client and organizational information in a confidential manner

　　Work under minimal supervision

　　Educational/Previous Experience Requirements:

　　Minimum Degree Required:

　　Associate

　　Bachelor-s degree preferred

　　Required Disciplines:

　　Health Administration, Business Administration or related field approved by Human Resources

　　and

　　For Workforce Development, at least 3-5 years previous workforce development experience in a funded program that includes enrolling into a funded program, intake, referral to services for training, supportive services and knowledge of program policies and system partners, or equivalent combination of education, experience and/or training approved by Human Resources

　　For Community Health & Research Center, at least 3-5 years previous experience including experience with medical insurance processing, Medicare, Medicaid, CCI edits, Medicare Functional Therapy Reporting and Therapy Cap requirements, local payer coding and billing guidelines as they pertain to physical, occupational, or speech therapy preferred or equivalent combination of education, experience and/or training approved by Human Resources

　　Licenses/Certifications:

　　Licenses/Certifications Required at Date of Hire: None

　　Working Conditions:

　　Hours: Normal business hours, some additional hours may be required

　　Travel Required: Some local travel may be required

　　Working Environment: Climate controlled office

　　START YOUR APPLICATION (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=2891944&source=2891944-CJB-0)