Client Access Representative

The mission of the Colorado Coalition for the Homeless is to work collaboratively toward the prevention of homelessness and the creation of lasting solutions for homeless and at-risk families, children, and individuals throughout Colorado. The Coalition advocates for and provides a continuum of housing and a variety of services to improve the health, well-being, and stability of those it serves.
The Client Access Representative works within a multi-disciplinary care team, performing both independent and delegated duties including registering and scheduling clients for health-related services, maintenance of the health information system and uphold confidentiality in accordance with state and federal regulations.   Additionally, this teammate works as a member of the Front Desk team to help manage the lobby setting, greet and provide direction to clients, vendors, contractors, etc., along with performing various other customer service and office-related tasks.

Essential Job Functions

• Initiates and completes client registration process, which includes verifying insurance coverage, creating a health record, scheduling appointments and accurately entering client data into the practice management system.
• Tracks clinical requirements for CCH program’s clients and notifies clinicians when updates are needed.
• Performs health record maintenance, including archiving, destruction, scanning and indexing of health information into health records according to established policies and protocols. 
• Sends and receives requests for disclosure of protected health information according to established procedures, ensuring compliance with HIPAA and confidentiality laws.
• Assists clients with questions and concerns while providing direction in accessing CCH services and other homeless resources. 
• Greets and directs clients, visitors, and guests to the appropriate department.
• Answers, directs, and responds to all incoming calls.
• Responds to website inquiries with general CCH information or refers inquiries to appropriate individual/department. 
• Demonstrates competency with continued learning and application of the Electronic Health Record and other programs.
• Maintains a professional and confidential work environment.
• Maintains a clean and comfortable lobby and work area.
• Assists with other administrative and health operation tasks as needed, including: copying, faxing, word processing, and data entry.
• Maintains knowledge on eligibility requirements for Coalition services and programs.
• Helps to cover responsibilities and tasks of the front desk, as needed, such as sorting mail, coordinating donations, and assisting clients in accessing the Housing First food bank.
• Maintains a work environment that is marked by respect for others; that values inclusiveness and builds workforce diversity; and that fosters cooperation and teamwork.
• Determine ways to deliver healthcare in a more compassionate, expedited, user-friendly manner.
• Provides information and resources about other community service providers to clients. 

​Qualifications Summary

• High school diploma or equivalent degree required.
• Previous customer service, front desk or experience in a medical office setting is preferred.
• Bilingual English/Spanish speaking is highly preferred. 

Knowledge, Skills and Abilities

• Sound critical thinking and decision-making skills.
• Consistently superb customer service skills; excellent interpersonal/assertive communications skills demonstrating a high degree of emotional intelligence.
• Knowledge of homeless issues and demonstrated sensitivity to and desire to work with underserved populations.
• Skilled in operating office equipment, such as computers, printers, scanners, and fax machines, telephones, software (e.g., Microsoft Word; e-mail; clinic practice management systems, electronic health record systems).
• Skilled in customer service.
• Able to effectively function in a fast-paced environment with heavy personal interactions.
• Able to organize and prioritize multiple responsibilities simultaneously.
• Ability to accurately file, data enter, and organize client information.
• Ability to prioritize multiple job responsibilities, work independently, and exercise sound judgment.
• 1Ability to participate as a member of an interdisciplinary team and effectively interface with internal and external customers.  
• Strong interpersonal skills for dealing with individuals with a range of moods and behaviors in a safe, effective, and respectful manner.
• Ability to implement de-escalation and crisis intervention techniques.
• Demonstrates a high degree of situational awareness.
• Awareness of and aptitude for practicing the precepts of Trauma