Position Summary:
Serves as the first point of contact for clients. Responsible for coordinating intakes, conducting authorizations and working with program staff to provide exceptional customer service to clients.
Position Description:
- Under supervision, completes intake and/or assessment process in timely manner and according to protocols
- Under supervision, interview clients or perform record review to ensure appropriate placement and track related information
- Accurate and timely documentation using appropriate protocols, technology and data
- May provide direct referral connection to clients to resolve crisis and/or unusual incidents
- Ensure appropriate and accurate documentation including creating and maintaining electronic client files, initiating client outreach, and administrative reviews
- Monitor and complete necessary reports in timely and accurate manner to meet funder and agency deadlines
- Communicate and collaborate with referring agency while utilizing and understanding privacy policies and procedures
- Determine eligibility for program participation and provide referrals to those who are determined ineligible
- Provide support to partner agency staff to complete referral processes in accordance with contract guidelines
- Complete agency, accrediting body, and funder required training
- Maintain client resource guide for service area ensuring contact information and services offered are consistently updated
- Actively participate and serve as an agency ambassador during public activities and events
- Other duties as assigned
General Required Knowledge, Skills and Abilities:
- Ability to learn client related principles, healthcare or housing management and reimbursement
- Ability to work independently and with limited supervision
- Strong attention to detail with ability to manage competing and time-sensitive priorities
- Collaborative team-oriented approach with willingness to support broader organizational needs
- Strong interpersonal and emotional intelligence skills
- Receptive to feedback and responsive to coaching and direction
- Effective written and verbal communication skills
Program Specific Required Knowledge, Skills and Abilities:
- Understanding of customer service and client confidentiality
- Understanding of relationship maintenance with internal and external stakeholders
- Knowledge of legal, regulatory and compliance requirements
- Proficient knowledge of computer-based work applications (Microsoft Word, Excel, PowerPoint, EHR and other participant tracking platforms and tracking/reporting databases).
Minimum Job Requirements:
- Work Location: Glenway/HCAN
- Bachelor's Degree in a related field or equivalent education/experience
- Bilingual English/Spanish preferred: Ability to speak, read, or write in Spanish is a strong asset but not a requirement for hire.
- Strong computer skills and ability to learn new software
- Valid driver's license and current auto insurance
Essential Functions/Physical Demands:
- Positional: Driving in accordance with job duties assigned. Infrequent standing and walking. Frequent to constant sitting.
- Gross Mobility: Rare climbing, or crawling. Occasional balancing, stooping, kneeling, or crouching. Frequent to constant reaching, handling and fingering.
- Sensory: Rare tasting/smelling. Occasional use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation.
- Frequent to constant talking.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.
*Agency Values: Advocacy. Collaboration. Compassion. Inclusion. Integration. Integrity. Quality. Respect. 
