CARE Specialist

Broomfield, CO (Broomfield Office)

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Job Description

Mental Health Partners offers a diverse, quality work environment, a competitive salary and a comprehensive benefits package. Our benefits include a very generous paid time-off policy (paid holidays, paid vacation and paid personal days-off), medical, dental, vision, flexible spending accounts, and percentage match-up retirement contribution. We are an Equal Opportunity Employer.

MHP application and background check required

Position will require working evening hours

Purpose: 

To greet and provide support to clients, visitors, employees, and the general public in person and on the phone while creating a welcoming, informative, and caring environment.

Job Summary: 

The Client Access & Resources (CARE) Specialist will provide excellence in frontline customer service to all internal and external customers of MHP in person and on the phone.  Customer support functions include scheduling, check-in, phones, obtaining and verifying client financial information, and serving as the general information contact for guests and clients of MHP.  Specific customer support functions will rotate based on location or service needs, with rotation frequency determined by the Program Director and/or Lead. 

Essential Functions:

Check In:

  • Acknowledge visitors, clients, staff, and general public in a welcoming manner
  • Complete check in process for all scheduled appointments
  • Complete intake process for same day assessment clients; distribute, provide explanation, collect, and review intake packet paperwork checking for completeness
  • Obtain, verify, and scan client financial and demographic information.  Ensure all entered client data is complete and accurate
  • Collect payment for current appointment
  • Collect or discuss past due balance as time permits (if applicable)
  • Assist with/obtain appropriate documentation for fee reduction application
  • Update and maintain financial information and all other required documentation

Phones:

  • Answer multiple incoming lines, direct calls to the correct party, and provide information to the caller as needed

    Scheduling:

  • Schedule all appointment types via the scheduling line and on site
  • Manage cancellations and appointment backfill
  • Maintain client information spreadsheets
  • Complete reminder calls for all scheduled appointments
  • Meets defined individual and department goals, activity metrics and Key Performance Indicators

Other Duties:

  • Facilitate client medication and custodial check pick up, acquire appropriate signatures on all applicable paperwork, specific to location
  • Distribute client mail
  • Prepare the daily cash receipts for deposit
  • Sort and distribute mail, accept deliveries and notify recipients; oversee pick up of materials
  • Schedule and track all conference rooms
  • Responsible for opening and closing duties
  • Respond in an appropriate and timely manner to persons experiencing crisis
  • Adhere to all departmental policies and procedures
  • Effectively interact and communicate with other MHP staff/clients/customers/partners/etc
  • Promotes, supports and demonstrates MHP’s mission, vision and values through both behavior and job performance and adheres to policies, procedures, Compliance Plan and Standards of Conduct on a day to day basis
  • Regular and consistent attendance is required to perform other essential functions of the job
  • Other duties as assigned

 

Skills & Requirements

Education/Experience/License/Certification

  • High School Diploma or GED
  • Minimum of 2 years prior front-office experience or frontline customer service experience
  • Experience answering and triaging incoming calls on multiple phone lines preferred
  • Medical front office experience preferred
  • Scheduling experience preferred
  • Position will be required to work some evenings

Knowledge/Skills/Abilities:

  • Excellent interpersonal, verbal and oral communication skills
  • Excellent customer service and support skills
  • Able to multi-task as well as prioritize and organize workload
  • Comfortable working in a fast-paced, sometimes stressful environment
  • Flexibility to rotate between tasks of check-in, scheduling and phones
  • Must demonstrate patience, empathy, compassion and courtesy for the people we serve
  • High degree of professionalism and positive attitude
  • Highly self-motivated but works well in a team setting
  • Excellent attendance record as daily attendance is a requirement of the position
  • Excellent attention to detail and accuracy
  • Must work effectively in a team environment and actively promote teamwork and open communication
  • Ability to maintain high levels of confidentiality
  • Must be aware and respectful of the differing cultures, ethnicities, orientations, and backgrounds of the people we serve
  • Advanced computer skills including use of electronic health record and MS Office products and the ability to learn new tools as needed
  • Bicultural/Bilingual (Spanish) preferred

Working Environment

  • General office environment
  • Must be able to work in a shared office space with frequent interruptions
  • May include working with people in acute distress or crisis
  • May require travel to several MHP sites throughout Boulder and Broomfield counties to provide coverage.

 

Physical Activities/Equipment Usage

  • Requires frequent changes of position including sitting, standing and walking
  • Some prolonged periods of sitting
  • May require lifting files/boxes up to 25 lbs