Customer Services Specialist

Who We Are

Pacific Clinics is California's largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speak 22 languages and are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults.

 

Who We Serve

Pacific Clinics serves children, transitional age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education and early childhood education programs to Medi-Cal eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties.

 

What We Offer

• The compensation for this position can be up to $27.97. Compensation will vary based on qualifications, skills, experience, and geographic location.  The salary range may also vary if you reside in a different location than the location posted.
• We Offer Medical, Dental & Vision benefits, retirement options, Flex Spending, EAP, and more!
• Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.

 

Position Summary  

• Working within the vision, mission and philosophy of the agency, the Customer Service Specialist is responsible for processing and completing internal and external referrals, acts as primary liaison between external agencies and internal agency departments and completes all required administrative paperwork and data entry for customer records. Coordinates all activities related to initial intake, level of care screening, insurance verification and payment coordination. Regularly interfaces face-to-face and by telephone with customers as well as with all agency and County electronic systems connected to client care and billing.

Essential Duties

1. Answers phones and obtains all information related to initial request for services, referral source, basic demographics, and insurance/payment responsibility
2. Completes comprehensive phone screens and utilizes comprehensive knowledge of the Agency’s continuum of care to make initial referral recommendations
3. Answers questions regarding service availability
4. Ensures that non-English language needs are met to facilitate effective access
5. Creates electronic record and/or documents in other logs or databases as indicated
6. Triages services to other community resources if applicable
7. Maintains all tracking systems
8. For foster youth, obtain qualifying minute order. Also obtains other relevant court documents as needed
9. Verifies/clarifies insurance eligibility, co-pays, deductibles and enters into electronic record
10. Coordinates with program manager, family, and billing re: payment issues
11. Ensures that all initial and ongoing insurance authorization information is recorded in clinical record
12. Liaison between all internal program departments regarding referral coordination
13. Routinely maintains, verifies and confirms data entry accuracy and consistency between internal electronic records and all County systems
14. Participates as member of team in QA/QI activities
15. Prepares variety of reports as requested
16. Works closely with Program Manager to continually build, improve, and refine
17. Customer Services infrastructure
18. Maintains expertise in agency-wide procedures
19. To serve as back-up to any HIM and other Customer Services staff absences

Education Requirements

Bachelor of Arts/Bachelor of Science (B.A./B.S.) in Psychology, Social Work, Education, Developmental Disability or related field preferred, or AA degree with at least one (1) year of related experience preferred, or High School diploma or GED with three (3) years related experience required

Experience Requirements

• Advanced skills in Microsoft Office (e.g., Word, Excel, Project Management, etc.) required
• Communication and clinical skills relevant to intake services including: customer screening and triage, understanding of legal/ethical issues and risk management required

 

PREFERRED EXPERIENCE

• At least one (1) year experience in medical, behavioral health, mental health, developmental disabilities or soc