Title: Client Access Representative (CAR)

Reports to: Clinic Office Manager

Department: Outpatient

Classification: Non-Exempt; Union

Date Created/Revised: 01/18, 05/18, 02/20, 04/21, 10/21, 04/22, 09/23, 04/24

Organization Overview: 

Sound  Community  Services,  Inc. (SCSI) is  a  private,  not-for-profit  organization  dedicated  to  educating,assisting,  and  supporting  individuals  with  persistent  mental  illness  and  substance  use  disorders.  We  work tirelessly to create a culture and environment in which recovery and wellness are possible.

Position Overview: 

The Client Access Representative (CAR) is responsible for performing a variety of duties involved in the front-line contact for clients and referral sources, including seeking access to outpatient behavioral health care. This position  facilitates  a  timely  intake  process,  referrals  to  community  services  as  appropriate,  and  works  with clinicians to improve client engagement.

We  are  looking  for  a  highly  motivated  individual  with  excellent  people  skills  to  add  to  our  team  at  Sound Community Services, Inc. (SCSI) for the Client Access Representative (CAR) position.  This vital position serves as  an  important  member  of  the  Revenue  Cycle  Management  Team  in  all  areas  of  client  access,  scheduling,communication and coordination of services at SCSI.

Essential Functions:

1. General Duties: 

This position greets clients and visitors, in -person or on the telephone and answers or refers inquiries in a cordial, professional manner

• Maintains operations by following policies and procedures.
• Contributes to team effort by accomplishing related results, as needed.
• Delivers exceptional customer service to both internal and external clients.
• Maintains clinician and staff schedules as directed by Clinic Office Manager.
• Maintains Roster for Group Sessions.
• Schedules and reschedules client appointments for medical and clinical staff.
• Check clients in and out of the clinic.
• Greets clients with courteous and professional manner. 
• Confirms client insurance eligibility.
• Maintains and updates client files in electronic medical record at every visit.
  • Updates client demographics including current address, phone number and payer information.
  • Scans updated insurance cards, social security cards, picture ID's and uploads to document library.
  • Updates Release of Information forms (ROI) as needed.
  • Takes photos of clients and uploads into electronic medical record.
• Collects client co-pays, co-insurance, etc. at time of service.
  • Determines when to apply sliding scale.
  • Processes/implements client payment agreement letters and ensures clients are adhering to payment agreements.
• Answers telephone calls and responds to inquiries appropriately and professionally.
• Conducts pre-screenings: Provides initial telephonic or in-person intake pre-screening for clients requesting access to behavioral health services, collects data for review by clinician to determine eligibility for services or referral to other providers or level of care as appropriate.
  • Communicates with clients regarding acceptance for services and scheduling of intake appointments.
  • Completes Point of Entry (POE) module.
  • Conducts insurance verifications at Point of Entry (POW).
• Conducts Pre-Intake meetings: Meets with clients face-to-face prior to intake to perform all necessary in-processing and data collection (including but not limited to scanning, faxing, etc.), obtain ROI's, facilitate record requests and obtain collateral data as needed; may assist clients in completing self-reporting screens and data collection for direct input into the intake document.
  • Scans updated insurance cards, social security, cards, picture ID's and uploads to document library.
  • Captures any necessary demographic information not collected during Pre-Screening.
  • Orients clients to services at SCSI, client's rights & responsibilities and engagement policies.
• Authorizes services for clients when required (Medicaid, Blye Cross Blue Shield, etc.).
• Handles voicemail messages quickly and professionally.
• Maintains neatness of waiting room and reception desk areas throughout the day.
• Provides clerical support functions to the medical and clinical staff.
• Attend training as directed by CAS and agency leadership.
• Participates in quarterly safety drills and fulfills training and eLearning, as required.
• Serves as liaison between referral agencies and individuals seeking behavioral health outpatient services.
• Processes referrals received from outside agencies.
• Communicates with referral services on current information, program updates, etc.
• Serves as back-up to other Client Access Representative positions, due to vacations, time-off, etc. (location may vary)
• Comforts clients by anticipating clients' anxieties'; answering clients' questions, and checks in with clients, answering their questions as needed.
• Helps clients in distress by responding to emergencies.
• Protects clients' rights by maintain confidentiality of personal and financial information.
• Other duties as assigned.

2. Privacy, Security

• Maintains confidentiality, at all times, according to HIPAA regulations.
• Ensures that HIPAA Notice of Privacy Practices is on display, if applicable.
• Ensures that records are stored securely and handled in compliance with HIPAA privacy and security regulations, if applicable.
• Assists in implementing state and federal regulations on clinic records management.
• Secures and safeguards agency equipment.

Physical Requirements: 

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools, or controls, and climb stairs. The employee frequently is required to walk, talk and/or hear;Speaking  and  hearing  ability  sufficient  to  communicate  effectively  by  phone  or  in  person  at  normal  volumes;Vision adequate to read correspondence, computer screen, forms, etc. The employee is occasionally required to stand  and  climb  or  balance.  The  employee  must  occasionally  lift  and/or  move  up  to  25lbs.  Specific  vision abilities required by this position include the ability to adjust focus.

 The  physical  demands  described  here  are  representative  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.

Qualifications: 

High  School  diploma,  or  equivalent, with  a  minimum  of one (1)  year  of  experience  working  in  a medical  or behavioral  health setting OR  a  Certification/Degree  in  a  medical,  billing  or  pharmaceutical  discipline  required;experience with electronic  medical  records  and/or familiarity  with  health  insurance is  strongly  desired;demonstrated  knowledge  of services  provided  at  SCSI,  community  resources  and  cultural  competence;excellent  interpersonal  skills,  including  conflict  resolution  and  advanced  customer  services  skills;  strong organizational  and  time  management  skills; CPR/First  Aid  certified  or  eligible; Bilingual  Spanish/English preferred.

Sound Community Services, Inc. is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy,religion,  citizenship,  national  origin/ancestry,  physical/mental  disabilities,  military  status  or  any  other  basis prohibited by law. EOE, M/F/D/V

EXCELLENT BENEFITS PACKAGE:

• Earn an additional week of paid time off including floating holidays, and personal time! Plus, 
• 13 paid holidays per year, and paid sick time! 
• Company paid Life Insurance,
• Company paid Accidental Death & Dismemberment Insurance,
• 401K,
• Opt-in benefits available: Aflac, Pet Insurance, Employee/Spouse/Child Life Insurance, and Long Term Disability,
• Plus, Medical, Dental, & Vision Insurance!