Position:

Client Services Specialist

FLSA Status:

Non-Exempt

Supervises:

None

Job Scope:  This is a highly responsible customer service position in a mental health and substance abuse environment assisting adults and/or children accessing services.  Work involves performing customer service and data entry work of varied complexity requiring understanding of various procedures or processes, and operating with a high degree of independence.  Employee must be able to maintain composure and respond appropriately to crisis calls, substance abuse calls, suicide threats and disturbed clients. 

Essential Job Functions: 

• Schedules appointments; collects method or source of payment for services and obtains associated documentation, including insurance cards; assist clients in completion of intake paperwork. 
• Verifies client's behavioral health benefits with third party payers/insurance companies; checks billing documentation for completeness, accuracy and conformity with clerical requirements.
• Processes a variety of department reporting, purchasing, and legal documents.
• Updates client or program data in SMA's approved EMR.
• Answers, routes, and transfers incoming calls; assists and provides general information to callers; maintains confidentiality of client information; handles threats, substance abuse, suicide and crisis calls.
• Performs client financial assessments and establishes client fiscal information in SMA's EMR. 
• Performs fee collection duties for clients receiving services where applicable.
• Adheres to professional standards as outlined by protocols, rules and regulations.
• Performs miscellaneous job-related duties as assigned.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience:  Possession of a high school diploma or GED and two years of related clerical/customer service/secretarial experience preferably in a clinic/medical office setting; or any equivalent combination of education, training and experience which provides the following knowledge, skills and abilities.

Knowledge/Skills/and Abilities: 

?  Considerable knowledge of standard office practices and procedures, equipment and clerical techniques. 

?  Knowledge of appropriate communication and boundaries with children and/or adults who have serious mental health, substance abuse and psychological illnesses.

?  Knowledge of first and third party registration, certification, verification, and co-pay procedures.

?  Knowledge of State and Federal guidelines related to patient account processing.

?  Ability to organize and maintain complex filing and records systems and ensure confidentiality. 

?  Ability to operate a multiple line phone system and a variety of office equipment. 

?  Ability to communicate effectively, both orally and in writing. 

?  Ability to make calculations and computations accurately. 

?  Ability to proofread documents, research files and logically organize information.

?  Ability to prepare Excel spreadsheets for the accurate recording of daily fee collections.

?  Ability to communicate effectively with suicidal, mentally, emotionally, substance abusing and/or psychologically disturbed adults and/or children in person and over the telephone. 

?  Ability to follow verbal and written instructions. 

?  Ability to work under pressure in a fast paced working environment and to meet deadlines. 

?  Ability to establish and maintain effective working relationships with fellow employees and the general public.

Necessary Special Requirements: Possession of a valid Florida driver's license, acceptable driving record, and proof of personal automobile insurance if required to drive an SMA vehicle and/or use a personal vehicle for SMA business. Complete State of Florida mandatory background screening prior to start of employment.  Complete SMA required training during the first six (6) months of employment and updated if required.

Physical: Mobility and ability to bend and reach during an 8-12 hour day. Able to lift minimum 10 pounds. Visual and auditory acuity sufficient to evaluate, intervene, treat, and record client health care needs. Fine motor skills for legible and accurate charting, daily correspondence and presentation, either manually or orally. Work endurance ability to work 8-12 hour shifts with a meal break, as possible. Routine 8-12 hour shifts. Hours and days off may vary. Extra hours may be required. Work assignment locations may vary.

Application: This class specification is intended to identify the class and illustrate the kinds of duties that may be assigned to its incumbents.  It should not be interpreted as describing all of the duties whose performance may ever be required of such an employee or be used to limit the nature and extent of assignments such individuals may be given.