Client Care Professional

Description

By embracing TFI’s core values, the Client Care Professional assists clients and visitors by greeting,

checking in, and directing them appropriately.

Essential Job Responsibilities:

1. Welcome all clients and visitors by greeting them, both in-person and on the telephone, treating

them with respect and discretion

2. Answer or refer all clients’, prospective clients’, and visitor inquiries in a courteous manner to

optimize client and visitor satisfaction

3. Demonstrate proficiency using TFI’s project management systems and EHR to conduct work activity

and document client interactions when appropriate

4. Facilitate client flow by efficiently checking-in clients upon arrival, being aware of any delays, and

communicating effectively with both clients and providers

5. Maintain calmness and act efficiently when checking in clients, anticipating needs based on

whether clients are new or returning, recognizing the time required to help each client, and

prioritizing clients’ needs accordingly to ensure clients see their therapist on time

6. Gather and verify all appropriate, confidential health and financial information from clients while

using various computer software to assure payment for all authorized services

7. Enter new client data and/or verifies client records are up-to-date, confirm the completeness of the

electronic health record (EHR), and make changes as necessary

8. Adheres to all check-in processes for all clients.

9. Maintain sufficient understanding of insurance protocols for co-payments and network

participation to explain out-of-pocket liabilities for collection

10. Maintains knowledge of TFI policies and procedures impacting clients in order to provide excellent

point-of-service service when clients have questions or additional needs

11. Refer clients to dedicated Revenue Cycle Specialists or Client Care Specialists when further

explanation/education is needed regarding denied authorizations, out-of-pocket liabilities,

coverage options, payment plans, scheduling etc.

12. Collect and process client payments at the point-of-service, including co-payments, session fees for

self-pay clients, and outstanding balances for previous sessions

13. Collect out-of-pocket liabilities from patients upfront and applies, adjusts, and reconciles daily

point-of-service cash reports

14. Facilitate collection of required questionnaires and required documentation for new clients when

needed

15. Conduct daily pre-visit tasks, including utilizing practice management systems, online systems,

phone communication, and other resources as needed to verify eligibility and benefits prior to each

client sessions in the appropriate timeframe

16. Alert clinicians and clients of issues verifying eligibility and benefits prior to client arrival, and

coordinate with Client Care Specialists to re-schedule sessions if needed

17. Adhere to scripting for client communication when provided

18. Conduct daily reminder calls for new clients, collecting missing registration information, offering

directions and parking instructions, and encouraging completion of new client questionnaires and

documentation

Other Job Responsibilities:

1. Maintain the reception area by keeping it clean and organized

2. Maintain office inventory and equipment by checking stock to determine inventory level and

resupply as needed

3. Distribute all incoming mail, faxes, and other forms of communication

4. Coordinate medical record requests as needed

5. Perform other duties as assigned

Summary of Qualifications

Knowledge and Skills:

1. Excellent customer service skills

2. Skilled at multi-tasking and managing interruptions of work tasks

3. Proficient in both oral and written communication

4. Ability to lift 10 lbs

5. Ability to work rotating morning, evening, or afternoon Saturday shifts

Minimum Hiring Specifications:

1. High School Degree or GED equivalent

2. Minimum of one-year experience as a receptionist; previous healthcare experience preferred

3. Experience with Microsoft Office (Outlook, Word, Excel) and internet programs

4. Experience using an electronic health system

Physical and Mental Requirements:

1. Ability to clearly and effectively compose e-mails and correspondence

2. Ability to sit for long periods at a time with constant attention to computer screen

3. Ability to comprehend complex ideas

4. Ability to develop solutions to problems

5. Ability to work under stress and successfully hand