Client Access Specialist II - On-Call

Thank you for your interest in career opportunities at Central City Concern!

Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care, addiction recovery and employment assistance. By providing health care, housing and jobs, CCC is ending homelessness in Portland and helping people achieve their highest potential.

Now Hiring: Join Central City Concern as a Client Access Specialist II (On-Call)

Location: Blackburn Primary Care Center (12121 E. Burnside Street, Portland 97216)

Schedule: Monday - Friday (8:00am - 5:00pm)

Reports To: Client Access Operations Manager

SUMMARY: Central City Concern offers integrated housing, health care, and employment services with the long-term goal of eliminating homelessness. Our Client Access team supports the following locations Blackburn, Evergreen Crossing, Imani, Old Town Clinic, Old Town Recovery Center, and River Haven. This role can float between locations to help maintain staffing levels.

This position will work as a member of a multi-disciplinary team to deliver comprehensive, person-centered, integrated services. The Client Access Specialist II is considered a critical link between the patient and the care delivered by the clinical and service staff of our integrated services clinic. The Client Access Specialist II must exemplify the core values and mission of the organization, always exercise the utmost discretion, diplomacy and tact in patient, visitor and staff interactions. They are responsible for registration and scheduling of clients with medical and/or behavioral health needs, which includes insurance verification. They also monitor the front desk including client reception, answering phones, making outreach calls, and other administrative duties. This position provides accurate, timely and professional communication to clients and staff.

MINIMUM QUALIFICATIONS (REQUIRED)

1. Required: High school diploma or GED.
2. Required: One (1) year of experience in a medical office setting or administrative support role AND one (1) year of experience medical insurance, authorizations and referrals OR two (2) years high-volume public contact position that utilized customer service AND one (1) year of experience medical insurance, authorizations and referrals.
3. Required: Experience working with electronic medical records

PREFERRED QUALIFICATIONS

1. Associate’s Degree or higher in health or social service related field of study
2. Medical background (CNA, MA, etc.)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Greets & registers patients for medical care in the clinical setting.
2. Works with patients in a trauma informed way to gather patient profile, source, social determinates of health and other intake information.
3. Verifies the patient demographic & insurance information
4. Verifies Insurance Eligibility & Benefits (including policy limitations) for all payers using approved system to check for this information
5. Uses problem-solving skills to verify patient identification through patient name, date of birth, social security number & address in order to identify & minimize duplicate medical records.
6. Maintains thorough knowledge of CCC services/benefits, community resources, as well as federal/state laws which effect health care planning.
7. Communicate to the patient information about CCC and clinic policies & procedures to patients.
8. Partners with major insurances to promote intakes for their clients.
9. Responsible for training back up coverage.
10. Pilots new projects relating to Intakes.
11. Assist Operations Manager in planning upcoming month’s template for intakes.
12. Primary contact for other CCC and outside agencies referring clients for intakes.
13. As directed, conducts intakes off-site to clients at shelters or other CCC programs.
14. Regulatory/Organizational Compliance: Explains & requests patients to sign regulatory forms such as consent & release forms as required.
15. Makes copies or scans of patient identification, insurance information & other related forms and documents.
16. Fully understands & adheres to the rules & regulations of CCC
17. Assist patients by providing phone numbers, facility directions & office layouts.
18. Cover for Client Access Specialist I, as needed
19. Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners’ and outside providers’ patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
20. Attend all mandatory CCC trainings in a timely manner.
21. Perform other duties as assigned

SKILLS AND ABILITIES:

1. General knowledge of medical office practices.
2. Strong computer skills including experience with Excel, Word, and with Electronic Health Records.
3. Knowledge of medical insurance, authorizations and referrals.
4. Basic computer keyboarding skills including typing of 30-45 wpm
5. One year previous experience working in a busy medical office
6. Proven record of reliable attendance, punctuality, and successful performance with past and previous employers
7. Must have the ability to complete multiple tasks simultaneously; ability to work in a fast-paced environment; ability to manage competing priorities, ability to meet deadlines and urgent patient and system needs; ability to work independently; exceptional organizational skills; strong innovation skills and ability to apply computer knowledge and administrative experience to prioritize workload and increase efficiency of office procedures and practices.
8. Proven customer relations and motivational interviewing experience
9. Strong relationship building skills with patients, health plans, providers, staff, management; excellent customer service skills, both in person and on the phone; exceptional interpersonal skills-able to resolve conflicts and to problem solve between parties.
10. Patient advocacy skills-evaluate patient concerns for timely resolution; sensitivity to patient needs.
11. Demonstrated evidence of strong written and verbal communication skill; willingness to serve as a positive and professional role model.

Central City Concern is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this particular job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.