Lead Client Service Representative

Overview 

Key Role Responsibilities 

• Sets clear expectations, creates a culture of open communication and helps team members solve complex problems through individual supervision and team meetings. Motivates and engages staff, fostering a professional and collaborative environment.
• Performs the duties and responsibilities of a Client Service Representative (registration, scheduling, insurance verification, referrals, medical records and enrollment) with exceptional customer service skill.
• Manages day to day operations/activities for an assigned area of administrative function. Monitor and improve team performance and morale. Track key performance indicators, identify trends and issues; recommend, model and support quality improvement and productivity activities.
• Present and problem-solve staff and client matters to Practice Operations management. Respond promptly and appropriately to client questions, concerns, complaints and attempts immediate resolution. Lead or assist with de-escalating client and staff situations in waiting areas.

• Precisely and timely inputs data into an electronic record and other database systems for registration, billing and client tracking. Generate and submit reports from EHR, Beacon and other software as directed by supervisor or Director.
• Collaborates with Client Service Manager to ensure staff are meeting departmental goals, and complying with state, federal and all regulatory standards 
• Perform other duties within the scope of CSR, as assigned.

Knowledge, Experience and Skills 

• High school diploma or GED is required
• Associate’s degree preferred; relevant work experience may be substituted 
• Course completion with accredited an program in community health, health education, health care or public health administration, human services, medical practice management systems or related fields is highly desirable.
• Certified Application Counselor status through the Maryland Health Connection is desirable.

• Three years of experience as a patient service representative or similar role required
• Experience training or mentoring others in an office setting preferred
• Demonstrated experience with health care office technology(e.g.,Microsoft Office, Fax Comandan electronic health record).
• Familiarity with medical, administrative, ethicaland legal requirements of HIPAA and ADA
• Working knowledge of medical insurances, and billing and coding.

• Builds rapport; demonstrates good listening skills and a non-judgmental attitude 
• Dependable and calm in challenging situations
• Actively improves knowledge and skills
• Helpful to others in making decisions on ethical matters in the workplace
• Knowledgeable of internal and external resources and can help the team to utilize them to achieve goals
• Ability to communicate professionally and effectively in English, both verbally and in written form
• Ability to work with minimum supervision and to prioritize work 
• Ability to follow complex instructions and procedures, and problem solve as necessary
• Ability to convey clear expectations and delegate tasks
• Ability to work with clients from diverse backgrounds and with limited English proficiency
• Bilingual in Spanish and English preferred

Read more about the people we serve here: 

Health Care for the Homeless is an equal opportunity employer.

Notice to Applicants