By embracing TFI’s core values, the Client Care Specialist ensures excellent service standards and maintains high client satisfaction by providing exceptional customer service to all existing and prospective clients, staff, and vendors. The Client Care Specialist conducts the client scheduling and registration process for both new and existing clientele to ensure access. This role is pivotal to delivering exceptional behavioral health services to our community.
Essential Job Responsibilities:
1. Communicate with current and prospective clients by phone to gather initial demographic information and answer questions about counseling services offered by TFI.
2. Operate phones and the group’s information system to assist clients with accessing TFI services.
3. Practice proficient customer-service skills by greeting and treating all clients and staff with respect and discretion.
4. Promptly field and/or direct incoming/missed calls, respond to client and/or staff inquiries, and initiate client intake when necessary.
5. Schedule visits following established protocols that promote clinician and client satisfaction and scheduling efficiencies.
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. Use approved electronic communication (e.g., client portal) to provide new clients with necessary information and forms to successfully begin therapy.
8. Verify insurance eligibility and benefits and obtain pre-authorizations from third-party payers in accordance with payer requirements.
9. Hold sufficient understanding of insurance protocols for referrals, co-payments, deductibles, allowances, network participation and corresponding financial implications, etc., and analyze information received to determine clients’ out-of-pocket liabilities.
10. Attempt to collect client credit card information to store on file for client cost-sharing amounts (e.g., co-pays and deductibles) and self-pay clients.
11. Work with clients to coordinate and accurately record appointment times, and keep a record of all scheduled, cancelled, and changed appointments to prevent over- or under-booking.
12. Appropriately document all conversations with clients and insurance representatives.
13. Create new electronic records for clients with an effort to eliminate any possible duplication of records
14. Coordinate with clinicians as necessary (e.g., when pre-authorization cannot be obtained).
15. Ensure clients have logistical information necessary to receive their service (e.g., appointment place and time, directions to facility).
16. Service all clients with access to TFI services regardless of ability to pay.
17. Solve practical problems, dealing with a variety of issues, and interpret a variety of instructions furnished in written or oral form.
Other Job Responsibilities:
1. Maintain a high degree of TFI programs knowledge
2. Promote positive interactions with co-workers and clients
3. Exhibit professionalism in appearance, speech, and conduct, and ensure that services are provided in accordance with organizational standards
4. Perform other client access and revenue cycle duties as assigned by the supervisor, including but not limited to registration activity, appointment reminders, and/or other pre-visit activities
5. Perform other duties as assigned
Summary of Qualifications
Knowledge and Skills:
1. Strong customer service skills.
2. Professional yet empathetic demeanor with a diverse range of people.
3. Proficient in both oral and written communication.
4. Ability to multi-task, prioritize, and manage time effectively.
5. Desire to drive change through process improvement and collaboration.
6. Strong phone contact handling skills and active listening.
7. Strong inter-personal skills, ability to relate well to clients, fellow employees and leadership.
8. Experience with Microsoft Office (Outlook, Word, Excel) and internet programs.
9. Proficiency using electronic health records and other information systems when provided with training.
10. Ability to work nights and weekends as needed to ensure client access on nights and weekends.
11. Ability to maintain a “Client First” demeanor.
Minimum Hiring Specifications:
1. Bachelor’s degree or equivalent work experience preferred
2. One to two years of experience in social services or healthcare setting, preferably with direct client contact
3. Call center experience, preferred
About The Family Institute at Northwestern University
Since the 1960s, The Family Institute at Northwestern University has been committed to strengthening and healing families and individuals from all walks of life through clinical service, education and research. The Institute provides counseling and psychotherapy throughout the Chicago metropolitan area and now helps more than 7,000 people annually.
The Family Institute also operates graduate programs in marriage and family therapy and counseling at Northwestern University and conducts important research projects that lead to better understanding of mental health issues. The distinguished professional staff and faculty include internationally recognized experts who combine the roles of therapist/teacher/scientist.