Client Care Specialist

Volunteers of America of Alaska•Anchorage, AK

About The Position

This position is responsible for coordinating the beginning of the client lifecycle to ensure that clients experience prompt and courteous care including clear answers to all questions from their first call until they are assigned to a provider’s caseload. The position also completes Quality Assurance tasks to help maintain accreditation standards and adherence to regulations required by the State of Alaska Division of Behavioral Health, as well as Integrated Behavioral Health Regulations, CARF, and Medicaid. The Client Care Specialist monitors and ensures the quality of care within the CareLogic Electronic Health Record and supports all clinical functions within that system and assists the Director of RCM and System Administrator in coordinating reports, service tickets, and assistance to the clinical staff and administrative staff. VOA Alaska is a youth-serving organization providing prevention, early intervention, treatment, and recovery supports to youth and families struggling with mental illness and addiction. We are honored to walk with families during these times and provide support and hope through recovery. Our core values are connection, responsibility, courage, innovation, hope, and joy. We are looking for individuals who espouse these core values and align with this mission of services to the community.

Requirements

High School Diploma/ G.E.D
Minimum of two years’ experience with Medicaid regulations, billing, and quality assurance
Ability to make sound decisions based on information available.
Demonstrated customer service skills
Excellent writing and communication skills
Ability to work flexible hours (including days and evenings)
Ability to travel if required (must have own transportation.)
Ability to pass a criminal background check in accordance with the current state regulation requirements.
Must have valid Alaska driver’s license with a good driving record and be able to pass the VOA:AK auto insurance screening through the independent insurance carrier and/or meet the minimum state liability coverage if using own personal vehicle.

Nice To Haves

Education in the area of health information management preferred.

Responsibilities

Oversees and tracks the Point of Entry Process
Schedules assessments, program intakes, and supports assessment/intake staff in maintaining clear communication with new clients as well as collecting appropriate documentation
Provides potential clients with the opportunity to re-engage and determines pain points in the client entry process
Verify health insurance information for clients given at time of registration
Assist in the operation of telehealth/telemedicine appointments by scheduling services and equipment test/setup
Supports quality assurance activities in accordance to CARF accreditation standards, Residential Child Care licensing regulations, State of Alaska Division of Behavioral Health requirements and Integrated Behavioral Health Abuse Regulations
Supports the oversight of the health and safety plan, procedures, and may assist in recording the completion of drills and building inspections (internal and external).
Supports the above standards and regulations through oversight, compliance activities, initial and ongoing training of staff and ongoing communication with program supervisors.
Ensures all paper-based client documentation is scanned into the EHR
Assists Treatment division in the tracking of documentation due dates to maintain compliance
Produces quality assurance reports as required by supervisor
Assists clients with completing Medicaid applications and following up on application status.
Assists with data entry to meet state and federal requirements
Participates in managing external audits as needed
Responsible for archiving client charts and making sure they are accurate and complete
Assures the maintenance of client confidentiality and the safeguarding of client information as per Federal regulation and agency policy. Performs other duties as assigned or indicated.