Clinical Support & Client Service Representative

** This is a full-time position based at our office located at 6415 Stanley Avenue, Berwyn, IL.  The position will need to open the office and be at the site prior to 8 AM.  This is a 100% in person position. **

SUMMARY:

Provides front desk and reception support to maintain a friendly, safe environment in CMHC offices. Responsible for maintaining the integrity and security of client data and records contained in the agency’s client information systems at our Community Mental Health locations. Focus on supporting administrative workflows to ensure compliance with state mental health rules and company procedures. Communicates with clinical staff and supervisors on the status of case records, clinical activities, and incomplete documentation. Provides excellent customer service to clients, visitors, and staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Completes building opening and closing procedures.
• Greets and assists clients and visitors.
• Completes client check-in process including benefit checks, demographics verification, and payment processing.
• Answers PCH telephone lines and directs callers to the appropriate staff or resource. Connects referrals and clients in need of immediate care with the Mobile Crisis Response Team.
• Supports clinical staff by maintaining client cases in electronic health record.
• Performs data entry, scanning, filing, copying, and general office tasks as required to create and update client records.
• Maintains a clean and orderly reception/waiting area and building, with all required supplies.
• Follows safety and crisis protocols on-site when needed or requested by staff.
• Assists clients with general agency needs. Escalates complex questions and concerns to the appropriate team or supervisor for resolution.
• Maintains and coordinates room schedules at CMHC locations in partnership with site managers.
• Maintains familiarity with state mental health rules, insurance coverage plans, client fee schedules, and Pillars Community Health protocols.
• Communicates and collaborates with members of the Revenue Cycle Team, Behavioral Health Staff, Supervisors and leadership.
• Resolves and troubleshoots internal requests for health record updates and concerns.
• Provides assistance to Medical Records Clerks as needed.
• Coordinates with Facilities Director, Site Manager and third-party cleaning services as needed.
• Participates in the PCH Safety Team as Office Safety Captain. Assists Facilities Director with safety drills, reports, trainings, and safety inspections.
• Manages office, kitchen, and janitorial supply requests for central ordering. Maintains and organizes supplies on a regular basis.
• Operates office machines, including telephone, computer, fax machine, copier, scanner, and postage machine.
• Cross-trains with team members across all locations, programs, and job functions. Ensures coverage at all offices and provides back up when needed.
• Participates in the training of new team members. On an as needed basis, assists with training on clinical support tasks with other administrative teams or support roles.
• Provides input and feedback to develop and update workflow processes to ensure consistency in implementation. Recommends improved efficiencies and service delivery.
• Participates in regularly scheduled team meetings, trainings, staff meetings, as well as line of service and organizational meetings and trainings.
• Performs other duties as assigned.

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with a disability to perform the essential duties and responsibilities.

Required skills

• Excellent organizational skills
• Confidence to work independently
• Attention to detail and follow through
• Effective written and verbal communication with clients and all levels of staff
• Ability to collaborate in a team environment
• Task management planning and prioritizing
• Knowledge of HIPAA and state mental health regulations
• Working knowledge of Microsoft Office Suite

EDUCATION AND EXPERIENCE

High School Diploma or equivalent (GED). 1-2 years of administrative experience in a behavioral health or medical office; prior reception experience in a behavioral health/medical office setting preferred. Able to multi-task yet pay attention to detail.  Good computer skills; working knowledge of MS-Office products. Strong interpersonal skills. Some experience with an Electronic Health Record.

LANGUAGE SKILLS

Bilingual (English/Spanish) skills required.

TRANSPORTATION

Some local travel between all company sites for coverage, meetings or trainings may be required.