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Client Support Specialist 1 (Full-Time or Part-time hours.)

Catalpa Health, Inc.
Appleton, WI
  • Expired: January 21, 2023. Applications are no longer accepted.

Primary Purpose The Client Support Specialist I assists the Client Support Supervisor by accurately and efficiently handling the day to day operations of appointments. As the first point of contact for families and visitors, the Client Support Specialist ensures every interaction is positive and professional, whether in the clinic or over the phone. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.

A reasonable accommodation may be made to enable qualified individuals with a covered disability to perform the essential functions of the position, as long as an undue hardship is not imposed. Essential Functions and Responsibilities (Other duties may be assigned) Takes responsibility for client satisfaction in each encounter, whether in person or on the phone. Uses professional and courteous language and maintain a positive tone in every encounter with clients, family members, and visitors.

Actively listens to clients to best meet their needs while showing empathy. Takes incoming calls and makes outgoing calls in a high-volume call center and/or works at the front desk of one of our clinics. Properly addresses client concerns and requests.

Enters complete and accurate messages in Epic and routes to the appropriate person or department. Is responsible for scheduling in less complex departments. Schedules appointments, fills openings from waitlists, manages no-showed appointments, prints and faxes/mail necessary documents, assists with putting holds on provider's schedules and doing appointment reminders when needed.

Provides counseling to family regarding pre-service requirements and specific appointment instructions. Checks in appointments (in-person or telehealth) for assigned departments. Completes full registration which includes obtaining accurate demographic information, parent/guardian information, billing, and insurance information, and ensures all necessary front-end documents are up to date and complete.

Explains reason for each form for families can understand what they are consenting to, assists families to ensure they are filled out correctly. Performs cashiering functions including the collection of co-payments and self-pay balance payments. Ensures insurance and guarantor information obtained is complete and accurate, applying acquired knowledge of government and third-party payor requirements.

Loads some insurance and verifies Medicaid coverage. Reviews eligibility responses in insurance verification system. Notifies clients and providers of any services requested and/or referred that are not authorized by insurance.

Assists with MyChart activations, questions, and communications/MyChart scheduling requests. Assists with some training and cross training. Provides support to new hires as well as existing CSS team members.

Identifies opportunities to improve department processes. Assists to create standard workflow process. Works on special projects as needed.

Key Competencies The following competencies are specific to this position. These competencies are above and beyond the company competencies that all employees should meet. For more information, please refer to the Company Competencies Appendix at the end of this document.

Adaptability : Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation.

Manages competing demands. Communications : Exhibits good listening and comprehension. Expresses ideas and thoughts in written form.

Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Continuous Learning : Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance.

Shares expertise with others. Strives to continuously build knowledge and skills. Cooperation : Displays positive outlook and pleasant manner.

Establishes and maintains effective relations. Exhibits tact and consideration. Offers assistance and support to co-workers.

Works actively to resolve conflicts. Works cooperatively in group situations. Customer Service : Displays courtesy and sensitivity.

Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs.

Solicits customer feedback to improve service. Diversity Commitment : Builds a diverse workforce, Demonstrates knowledge of EEO policy. Educates others on the value of diversity.

Promotes a harassment-free environment Shows respect and sensitivity for cultural differences. Job Knowledge : Competent in required job skills and knowledge. Displays understanding of how job relates to others.

Exhibits ability to learn and apply new skills. Keeps abreast of current developments. Requires minimal supervision.

Uses resources effectively. Quality: Applies feedback to improve performance. Demonstrates accuracy and thoroughness.

Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.

Teamwork: Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views.

Gives and welcomes feedback. Puts success of team above own interests. Qualifications 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, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Education Experience High School diploma or equivalent required and 1+ years' of experience providing customer service in a clinic setting doing scheduling and registration.

Additional Education/Experience Any appropriate combination of education and experience as determined by management. Certifications & Licenses: Name Required/Preferred N/A N/A Knowledge and Abilities: Has a strong work ethic, commitment to teamwork, positive attitude/willingness to get the job done, excellent attendance in work environment. Demonstrates intermediate computer skills and knowledge of computer software programs.

Has excellent communication and interpersonal skills, with the ability to interact with all internal and external customers in a professional and caring manner. Works at a high-performance level with few errors and with little supervision. Meets standards of confidentiality.

Understands Catalpa's policies on privacy with who we can communicate with in regards to each minor client. Demonstrates knowledge of departmental organization processes as well as the front end of the revenue cycle and how it impacts the Client Support department. Qualifications 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, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Education/Experience: Education Experience High School diploma or equivalent required and 1+ years' of experience providing customer service in a clinic setting doing scheduling and registration.

Additional Education/Experience Any appropriate combination of education and experience as determined by management.

Catalpa Health, Inc.

Address

Appleton, WI
54913 USA

Industry

Business