Administrative Client Services Representative [Minneapolis]

Administrative Client Services Representative

MISSION STATEMENT:
Partners Behavioral Healthcare finds and restores individuals struggling with substance use and mental health disorders.

JOB SUMMARY:
The Administrative Client Services Representative plays a key role in interacting with potential referents and clients, daily office duties, and managing various schedules. This position assists the Administrative Client Services Intake team.

RESPONSIBILITIES:
The Administrative Client Services Representative is responsible for greeting and welcoming clients, answering all calls, and directing as needed, client scheduling, daily facility open/ closing duties as well as office supply management.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent written, communication, customer service, and listening skills.
• Possess maturity, patience, understanding and empathy with clients and staff.
• Effectively multi-task, handle stress, de-escalate, and problem solve.
• Strong facilitation, negotiation, investigation, and mediation skills.
• Considered as being people oriented, friendly, and approachable.
• Ability to maintain composure and professionalism in all circumstances.
• Excellent critical thinking skills.
• Knowledge and understanding of all Partners Behavioral Healthcare processes as it pertains to the 12 Core Functions.
• Ability to maintain the confidentiality of client information.
• Possess the ability to think and act using a solution-focused rather than a problem-oriented approach.
• Ability to be punctual, manage time and rearrange schedule, as necessary.
• Consistently demonstrate a positive attitude and ability to be flexible.

ESSENTIAL DUTIES:

• Processes all incoming calls and correspondence regarding billing issues and service questions.
• Check in clients in an accurate and professional manner.
• Identify and accurately collect co-pays or appropriate fees.
• Use computer-based system to verify patient information.
• Understand and communicate benefit changes to members or refer to appropriate resources.
• Collect co-pay or deductibles and respond to questions regarding financial assistance programs available. Refers complex questions as needed.
• Obtain signatures from clients as needed.
• Answer incoming phone calls, transfer calls to the appropriate department or staff, answer general or admissions related questions, and provide information about the organization.
• Manage transportation schedule.
• Return missed or after-hours voicemails, faxes, and emails in a timely manner.
• Create new client charts and communicate this to the appropriate LADC (Licensed Alcohol & Drug Counselor), MH (Mental Health) or MAT (Medication Assisted Treatment) provider.
• Upload client intake paperwork in Electronic Health Record system, Procentive.
• Check Procentive multiple times daily, upload faxes, incoming client records and miscellaneous documents to the client’s chart; notify primary counselor and or the appropriate staff.
• Upload authorizations and submit them via email to the billing specialist.
• Review current admissions schedule for the week and, if needed, follow-up.
• Contact clients that are late or absent from programming, communicate updates to staff or management and document updates in Procentive.
• Perform all front office duties, including opening and closing procedures, office supply inventory and ordering.

MINIMUM QUALIFICATIONS:

• Be at least 18 years of age.
• High school diploma or equivalent.
• 2-3 years of related experience.
• Ability to pass a MN DHS (Department of Human Services) Background Study.
• Must be able to work 40 hours per week.

PREFERRED QUALIFICATIONS:

• Associate or bachelor's degree in related field.
• 4 years of related experience.
• Knowledge and experience using Procentive.
• Computer literacy including experience using an electronic health records (EHR) system.
• Show working knowledge in substance use disorder and/or mental health in an addiction treatment facility.

CONTINUED EDUCATION AND TRAINING:

• Attend any mandatory staff meetings and training courses.
• Remain up to date with all current Partners Behavioral Healthcare policies and procedures.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Partners Behavioral Healthcare is an Equal Opportunity Employer.