Client Care Professional - Chicago, United States - The Family Institute

Description

Through clinical services, education, and research, The Family Institute at Northwestern University is one of the nation's leading relationship-based behavioral health organizations committed to strengthening and healing families, however you define family.

Each year, we provide over 95,000 therapy sessions and educate over 800 graduate students to meet the emerging behavioral health needs of our communities.

When you join The Family Institute, you are joining a team of over 280 collaborators comprised of clinicians, educators, researchers, therapists-in-training, and administrators across four service sites, all focused on advancing the world of behavioral health.

By embracing TFI's core values, the Client Care Professional assists clients and visitors by greeting, checking in, and directing them appropriately.

• Location
• Chicago
• Department
• Operations
• Reports To
• Client Care Manager
  Primary Responsibilities:

• Welcome all clients and visitors by greeting them, both in-person and on the telephone, treating them with respect and discretion
• Answer or refer all clients', prospective clients', and visitor inquiries in a courteous manner to optimize client and visitor satisfaction
• Demonstrate proficiency using TFI's project management systems and EHR to conduct work activity and document client interactions when appropriate
• Facilitate client flow by efficiently checking-in clients upon arrival, being aware of any delays, and communicating effectively with both clients and providers
• Maintain calmness and act efficiently when checking in clients, anticipating needs based on whether clients are new or returning, recognizing the time required to help each client, and prioritizing clients' needs accordingly to ensure clients see their therapist on time
• Gather and verify all appropriate, confidential health and financial information from clients while using various computer software to assure payment for all authorized services
• Enter new client data and/or verify client records are up-to-date, confirm the completeness of the electronic health record (EHR), and make changes as necessary
• Adheres to all check-in processes for all clients.
• 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
• Refer clients to dedicated Revenue Cycle Specialists or Client Care Specialists when further explanation/education is needed regarding denied authorizations, out-of-pocket liabilities, coverage options, payment plans, scheduling, etc.
• Collect and process client payments at the point-of-service, including co-payments, session fees for self-pay clients, and outstanding balances for previous sessions
• Collect out-of-pocket liabilities from patients upfront and apply, adjust, and reconcile daily point-of-service cash reports
• Facilitate collection of required questionnaires and required documentation for new clients when needed
• 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 session 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
• Adhere to scripting for client communication when provided
• Conduct daily reminder calls for new clients, collect missing registration information, offer directions and parking instructions, and encourage completion of new client questionnaires and documentation

• Maintain the reception area by keeping it clean and organized
• 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
• Coordinate medical record requests as needed
• Perform other duties as assigned

• Excellent customer service skills
• Skilled at multitasking and managing interruptions of work tasks
• Proficient in both oral and written communication
• Ability to lift 10 lbs
• Ability to work rotating morning, evening, or afternoon Saturday shifts

• High School Degree or GED equivalent
• Minimum of oneyear experience as a receptionist; previous healthcare experience preferred
• Experience with Microsoft Office (Outlook, Word, Excel) and internet programs
• E