CLIENT CARE REP
Job Details
Entry
Pearl Road - Cleveland, OH
Full Time
High School
Up to 25%
1st Shift
Admin - Clerical

Job Summary: Is the first contact at the Agency for people and provides efficient, courteous and professional service to clients seeking information professional service to clients seeking information.  Promptly answers all incoming calls and manages flow of traffic into the agency.  Ensures accuracy in logging calls and creating referrals in the Electronic Health Record.  Provides support to clients through administrative duties, obtaining benefits, and other support as assigned.  This position will also serve as a resource for staff. 

Essential Functions: 

  • Create the first impression of Recovery Resources for those who come to the Agency, providing courteous, efficient, and professional responses to their inquiries 

  • Ensures accuracy in logging calls and creating referrals in the EHR to ensure quality care to clients  

  • Provides superior client service by providing accurate and timely information, assisting with obtaining benefits 

  • Guests are comfortable and at ease with how they are greeted and directed; call waiting is minimal 

  • A sense of calm is maintained through interactions with guests both in the building and via telephone 

  • Clients are successfully linked to services within the Agency and with services not provided by our Agency 

  • Clinical and administrative records are timely and accurate 

  • All clients eligible for Medicaid will be enrolled in a timely manner  

  • Specific core competencies, skills, knowledge, and abilities are defined Agency-wide, are provided upon hire and available on the Agency’s Intranet 

Required Skills/Abilities: 

RECEPTION AND OFFICE COORDINATION 

  • Answer phone, direct calls and take messages from callers. 

  • Provide flexible back-up / coverage. 

  • Write letters/documents/fax/copy etc materials for clinicians. 

  • Be a Live Chat representative for the agency 

DATA ENTRY 

  • Enter information into the Electronic Health Record (intake, registration) 

  • Scanning documents into the EHR 

INTAKE/REGISTRATION 

  • Register clients over the phone using EHR  

  • Ensure all paperwork is complete and accurate 

CLIENT CARE 

  • Make follow-up calls to clients as assigned 

  • Coordinate master schedule of clients and referrals 

BENEFITS 

  • Assist with Ohio Benefit Bank applications for non-insured clients 

  • Ensure proper transition from intake to RR services 

  • Ensure clients utilizing specific grants and funding submit needed paperwork in a timely manner  

  • Have a “caseload” of clients  

  • Be a Live Chat representative for the agency 

  • Be a bridge between intake and fiscal departments 

 

Education and Experience: 

  • High School Education or GED 

  • Understanding of Mental Health, Social Services, or Chemical Dependency 

  • Computer skills 

Preferred Qualifications: 

  •  Associate degree or Bachelor’s Degree 

  • 1-3 years' work experience  

Requirements: 

Covid Vaccination

Flu Vaccination  

Physical Requirements: 

  • Prolonged periods of sitting at a desk and working on a computer and standing, bending and moving. 

  • Requires some exposure to communicable diseases or body fluids. 

  • Ability to occasionally lift up to 20 pounds.  

Work Environment: 

Business hours generally Monday through Friday, however some evening & weekend hours may be necessary to meet all client services / programs.  Position may also be required to respond to emergencies (on-call) depending on program / level of care.   

FLSA Status: Non-exempt 

Travel: Periodic travel within community and between locations 

Note: While this position description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. 

DEI Mission Statement: Establishing a culture that values and embeds diversity, equity, and inclusion into the organization to advocate for the needs and concerns of staff and those we serve. 

Equal Opportunity Employer and prohibits, in accordance with the law, discrimination on the basis of race, color, religion, military status, national origin, disability, age, ancestry, sex, sexual orientation, and gender identity or expression. 

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