Hybrid Client Care Specialist presso VOA Alaska

Position Title: Client Care Specialist 

Reports To: Intake Supervisor 

Classification: Non-Exempt; Hourly; Full-Time 

Direct Report(s): None 

Position Overview 

This position is responsible for coordinating the beginning of the client lifecycle to ensure that clients experience prompt and courteous care including clear answers to all questions from their first call until they are assigned to a provider’s caseload. The position also completes Quality Assurance tasks to help maintain accreditation standards and adherence to regulations required by the State of Alaska Division of Behavioral Health, as well as Integrated Behavioral Health Regulations, CARF, and Medicaid. The Client Care Specialist monitors and ensures the quality of care within the CareLogic Electronic Health Record and supports all clinical functions within that system and assists the Director of RCM and System Administrator in coordinating reports, service tickets, and assistance to the clinical staff and administrative staff.  

VOA Alaska is a youth-serving organization providing prevention, early intervention, treatment, and recovery supports to youth and families struggling with mental illness and addiction. We are honored to walk with families during these times and provide support and hope through recovery. Our core values are connection, responsibility, courage, innovation, hope, and joy. We are looking for individuals who espouse these core values and align with this mission of services to the community. 

Essential Functions, Duties & Responsibilities 

• Oversees and tracks the Point of Entry Process 
• Schedules assessments, program intakes, and supports assessment/intake staff in maintaining clear communication with new clients as well as collecting appropriate documentation
• Provides potential clients with the opportunity to re-engage and determines pain points in the client entry process
• Verify health insurance information for clients given at time of registration
• Assist in the operation of telehealth/telemedicine appointments by scheduling services and equipment test/setup
• Supports quality assurance activities in accordance to CARF accreditation standards, Residential Child Care licensing regulations, State of Alaska Division of Behavioral Health requirements and Integrated Behavioral Health Abuse Regulations
• Supports the oversight of the health and safety plan, procedures, and may assist in recording the completion of drills and building inspections (internal and external).  
• Supports the above standards and regulations through oversight, compliance activities, initial and ongoing training of staff and ongoing communication with program supervisors.
• Ensures all paper-based client documentation is scanned into the EHR
• Assists Treatment division in the tracking of documentation due dates to maintain compliance
• Produces quality assurance reports as required by supervisor
• Assists clients with completing Medicaid applications and following up on application status.
• Assists with data entry to meet state and federal requirements
• Participates in managing external audits as needed
• Responsible for archiving client charts and making sure they are accurate and complete
• Assures the maintenance of client confidentiality and the safeguarding of client information as per Federal regulation and agency policy.  Performs other duties as assigned or indicated.

Knowledge, Skills and Abilities 

• High School Diploma/ G.E.D
• Education in the area of health information management preferred.
• Minimum of two years’ experience with Medicaid regulations, billing, and quality assurance
• Ability to make sound decisions based on information available.
• Demonstrated customer service skills 
• Excellent writing and communication skills
• Ability to work flexible hours (including days and evenings)
• Ability to travel if required (must have own transportation.)
• Ability to pass a criminal background check in accordance with the current state regulation requirements.
• Must have valid Alaska driver’s license with a good driving record and be able to pass the VOA:AK auto insurance screening through the independent insurance carrier and/or meet the minimum state liability coverage if using own personal vehicle.

Working Conditions 

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Works in office areas.  Interacts with staff, consultants, and outside vendors.  May be subjected to interruptions throughout the workday.  
• While performing the duties of this job the employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to lift up to 25 pounds. The vision requirement includes close vision.

Acknowledgement 

Every effort has been made to identify the essential functions of this position.  However, this job description in no way states or implies that these are the only duties you may be required to perform.  The omission of specific descriptions of duties does not exclude them from the position if the work is similar, related or can be considered essential to this position.