Client Care Professional
Client Care Professional
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
TITLE: Client Care Professional
DEPARTMENT: Administration and Operations
REPORTS TO: Manager of Reception
LOCATION: Chicago IL
FLSA CLASSIFICATION: NON-EXEMPT
THE ORGANIZATION
Through clinical services education and research The Family Institute at Northwestern University is one of the nations leading relationship-based behavioral health organizations committed to strengthening and healing children and adolescents couples families and individuals. When you join The Family Institute you are joining a team of over 230 collaborators comprised of clinicians educators researchers therapists-in-training partners and administrators across four service sites. We are a strong independent organization focused on advancing the world of behavioral health.
THE ROLE
By embracing TFIs core values the Client Care Professional assists clients and visitors by greeting checking in and directing them appropriately.
ESSENTIAL JOB RESPONSIBILITIES
- Welcome and assist clients and visitors both in person and by phone treating all interactions with courtesy respect and discretion
- Facilitate client flow by efficiently checking in clients monitoring delays and communicating with both clients and providers
- Maintain calmness and efficiency during check-in by following established protocols anticipating client needs and prioritizing to keep appointments on time
- Enter new client data and ensure registration and billing information is complete and accurate in the EHRs practice management system
- Collect required forms and documentation from new clients when needed
- Conduct daily reminder calls for new clients collecting missing registration information offering directions and parking instructions and encouraging completion of new client questionnaires and documentation
- Conduct daily pre-visit tasks including utilizing practice management systems online systems phone communication and other resources as needed to verify eligibility and benefits prior to each client sessions in the appropriate timeframe
- Alert clinicians and clients of issues verifying eligibility and benefits prior to client arrival and coordinate with Client Care Specialists to re-schedule sessions if needed
- Maintain sufficient understanding of insurance protocols for co-payments and network participation to explain out-of-pocket liabilities for collection
- Maintains knowledge of TFI policies and procedures impacting clients in order to provide excellent point-of-service service when clients have questions or additional needs
- Redirect clients to the appropriate specialist for in-depth support related to billing insurance coverage or scheduling questions
- Collect and record client payments at check-in including co-pays self-pay fees and outstanding balances
- Manage medical records requests and releases as a core part of the role including:
- Reviewing requests and Release of Information (ROI) forms coordinating with clinicians and clients as needed releasing records through systems such as the EHR and client portal and consulting with Risk on complex or sensitive cases
- Support the organizations measurement-based care initiatives by managing client participation assigning assessments and maintaining accurate client profiles
- Maintain the reception area by keeping it clean and organized
- Remain alert to potentially disruptive situations in the waiting area and follow established safety and security protocols when concerns arise
- Maintain office inventory and equipment by checking stock to determine inventory level and resupply as needed
- Distribute all incoming mail faxes and other forms of communication to appropriate team members or departments
- Adhere to scripting for client communication when provided
- Provide coverage or cross-functional support to related Client Care roles as needed
- Perform other duties as assigned by manager for business necessity
SUMMARY OF QUALIFICATIONS
Knowledge and Skills
- Excellent customer service skills
- Skilled at multi-tasking and managing interruptions of work tasks
- Proficient in both oral and written communication
- Ability to work rotating morning evening or afternoon Saturday shift
MINIMUM HIRING SPECIFICATIONS
- High School Degree or GED equivalent
- Minimum of one-year experience as a receptionist; previous healthcare experience preferred
- Experience with Microsoft Office (Outlook Word Excel) and internet programs
- Experience using an electronic health system
MINIMUM HIRING SPECIFICATIONS
- High School Degree or GED equivalent
- Minimum of one-year experience as a receptionist; previous healthcare experience preferred
- Experience with Microsoft Office (Outlook Word Excel) and internet programs
- Experience using an electronic health system
PHYSICAL AND MENTAL REQUIREMENTS
- Must be able to compose written reports clearly and effectively
- Must be able to be in a stationary position due to attention to computer screen
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations
- The ability to observe details at close range (within a few feet of the observer) to perform work-related duties
- Must be able to apply established protocols in a timely manner
- Must be able to determine solutions to problems
- Must be able to operate successfully while handling multiple projects
- Ability to lift 10 pounds
EQUAL OPPORTUNITY EMPLOYER
The Family Institute is an equal opportunity employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other protected class. We strive to create a working environment that is free of all forms of discrimination and one that promotes human dignity and mutual respect among all staff. We believe every member of our organization enriches our diversity by exposing us to a broad range of ways to understand and engage with the world to identify challenges and to discover design and deliver solutions.
If you are a candidate with a disability and require reasonable accommodation to complete this application please direct your inquiries to the Recruiter.
Compensation is based on a number of factors including but not limited to: scope and responsibilities of the position; a candidates applicable work experience key skills and qualifications as well as internal and external market considerations. The pay range for this full-time non-exempt position is $17.12 - $22.58/hour ($35600 - $46970 annual salary). The Family Institute provides competitive benefits including health a 403(b) retirement savings plan generous time off and professional development. For a more inclusive list of benefits please visit our Careers page at
Required Experience:
Unclear Seniority
Employment Type
Full-Time
