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Job Description

Job Classification:      Client Services Coordinator (Registrar)

Reports To:                  Client Services Supervisor

FLSA Status:               Full-Time, Non-Exempt

The Client Services Coordinator (Registrar) is an experienced administrative professional who will support the day-to-day coordination of client services and activities in the ERC Comprehensive Intervention Clinic. The role of the Client Services Coordinator (Registrar) will be to provide and ensure the delivery of consistent quality customer service. Reporting directly to the Client Services Manager, the position will encompass all aspects of coordinating client flow throughout the clinic from intake to discharge. Experience processing insurance payments is required.  The incumbent works independently and with guidance to support a multidisciplinary team of medical and behavioral health providers in the following areas: administrative support to providers and managers; document and enter confidential client health information; appointment and resource scheduling; clinic-related correspondence; and maintenance of clinic equipment, supplies, and systems. In addition, the incumbent will assist in maintaining a neat, clean and orderly appearance in the lobby and overall center throughout the day.

Summary: The Client Services Coordinator (Registrar) is an experienced administrative professional who will support the day-to-day coordination of client services and activities in the ERC Comprehensive Intervention Clinic. The role of the Client Services Coordinator (Registrar) will be to provide and ensure the delivery of consistent quality customer service. Reporting directly to the Client Services Manager, the position will encompass all aspects of coordinating client flow throughout the clinic from intake to discharge. Experience processing insurance payments is required.  The incumbent works independently and with guidance to support a multidisciplinary team of medical and behavioral health providers in the following areas: administrative support to providers and managers; document and enter confidential client health information; appointment and resource scheduling; clinic-related correspondence; and maintenance of clinic equipment, supplies, and systems. In addition, the incumbent will assist in maintaining a neat, clean and orderly appearance in the lobby and overall center throughout the day.

Essential Duties and Responsibilities:

• Serves patients by greeting and helping them, scheduling appointments, and maintaining records and accounts.
• Facilitates pre-registration process to include the pre-screening questionnaire with each client.
• Facilitates appointment reminders to minimize no-show rate and promote workflow efficiency.
• Welcomes patients and visitors in person or on the telephone, and answers or refers inquiries.
• Receives all incoming calls for the Clinic.
• Places follow up calls to clients as needed for scheduling and or care as defined by the Provider or Client Services Supervisor.
• Completes registration of clients in Greenway.
• Effectively schedule clients so that provider time and exam room utilization is optimized.
• Keeps patient appointments on schedule by notifying provider of patient’s arrival, reviewing service delivery compared to schedule, and reminds providers of service delays.
• Comforts patients by anticipating anxieties, answering questions, and maintaining the reception area.
• Verifies that all forms are filled out completely on the electronic medical record.
• Maintains accuracy of patient registration and insurance information. 
• Determines if each client has insurance coverage.  Collects the insurance, verifies and confirms eligibility and coverage amounts.
• Maintains accuracy of insurance, patient billing, and contact information and ensures insurance cards and license information have been uploaded into computer system.
• Collects, processes, and/or updates patient proof of income documents.
• Informs the patients of any balances and deductibles prior to the office visit.
• Collects monies owed, to include co-pay’s, outstanding balances, prior to the patient being seen.
• Accurately post payments and provide receipts to patients.
• Protects patients’ rights by maintaining confidentiality of medical, personal, and financial information.
• Other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: High school graduate or equivalent required, with at least 2 years of experience in medical reception or administration. Familiarity with EMR/EHR is required. 
• Certifications, Licenses, Registrations: None required.
• Language Skills:  Fluency in English and Spanish is preferred.  Ability to write reports, business correspondence, and procedure manuals.   Ability to effectively present information and respond to questions from groups of managers, participants, funders, and the general public. 
• Computer Skills:  Must possess extensive computer skills and experience with software use (Word, Excel, PowerPoint, Adobe, etc.)  Must be proficient in Proficiency in Microsoft Office Suite. Electronic mail software – Email software; Microsoft Exchange. Medical software – Electronic medical/health records software; Client management software.  Experience in Greenway, Phressia and ZOHO is ideal. 
• Mathematical Skills:  Basic math, bookkeeping and accounting skills.
• Reasoning Ability: Effective computer skills to input to use bookkeeping and account management software in a timely and efficient manner. Strong communication, including writing, speaking and active listening. Must be a great communicator, meticulous, and possess excellent interpersonal skills. Great customer service skills, including interpersonal conversation, patience and empathy. Good problem-solving and critical thinking skills. Organization, time management and prioritization abilities. Ability to be discreet and maintain the security of patient or customer information.  Understanding of industry-specific policies, such as HIPAA regulations for health care. Demonstrate the ability to exercise discretion, independent judgment, and business acumen. Exhibit the finesse to handle private, confidential, protected, and sensitive information. Possess a genuine empathy for clients and a willingness to help others. Possess excellent communication skills and the tact to deal effectively with clients, guests, program staff, medical and behavioral health professionals, and executive-level staff. Must have the ability to interact with professional staff and clients from diverse socioeconomic background, races, and cultures. Must be a great communicator, meticulous, and possess excellent interpersonal skills. Must have the ability to conduct Internet research.

Employment Standards & Conditions: Must successfully pass a pre-employment drug screen and background check. Must submit verification of completion of the following current health screenings:

• Influenza immunization
• Tuberculin Skin Test (TB) within the past 12 months
• HBV immunization (required if position requires direct contact with clients)

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk and hear.  
• The employee is regularly required to sit, stand and walk.
• The employee is regularly required to use hands to key, handle, or feel and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds. 

Work Environment: The work environment characteristics 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.  The noise level in the work environment is moderate.

Standard Hours: 9am – 6pm.  The Clinic has extended hours until 8pm two nights per week.  Incumbent must be flexible to work 11am – 8pm one day per week.  The Clinic will begin opening on Saturday in Q1 2022.  Flexibility to work a Saturday is needed.

Empowerment Resource Center (ERC) values a diverse, respectful, and collaborative work environment. We establish and maintain trustful relationships with our staff, partners, funders, and the communities that we are privileged to serve. ERC makes all hiring and employment decisions without regard to race, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, physical or mental disability, sexual orientation, sexual identity, immigrant status, political affiliation or belief, exoffender status (depending on the offense and position to be filled), and/or unfavorable military discharge.