Client Care Professional

Description

TITLE: Client Care Professional 

DEPARTMENT: Administration and Operations  

REPORTS TO: Manager of Reception 

LOCATION: Chicago, IL  

FLSA CLASSIFICATION: [NON-EXEMPT] 

THE ORGANIZATION 

Through clinical services, education, and research, The Family Institute at Northwestern University is one of the nation’s leading relationship-based behavioral health organizations committed to strengthening and healing children and adolescents, couples, families, and individuals. When you join The Family Institute, you are joining a team of over 230 collaborators comprised of clinicians, educators, researchers, therapists-in-training, partners, and administrators across four service sites. We are a strong, independent organization focused on advancing the world of behavioral health.    

Learn more about our culture.  

THE ROLE 

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 and assist clients and visitors both in person and by phone, treating all interactions with courtesy, respect, and discretion 
2. Facilitate client flow by efficiently checking in clients, monitoring delays, and communicating with both clients and providers 
3. Maintain calmness and efficiency during check-in by following established protocols, anticipating client needs, and prioritizing to keep appointments on time 
4. Enter new client data and ensure registration and billing information is complete and accurate in the EHR’s practice management system 
5. Collect required forms and documentation from new clients when needed 
6. 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 
7. 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 
8. 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 
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. Redirect clients to the appropriate specialist for in-depth support related to billing, insurance coverage, or scheduling questions 
12. Collect and record client payments at check-in, including co-pays, self-pay fees, and outstanding balances 
13. Manage medical records requests and releases as a core part of the role, including: 
14. Reviewing requests and Release of Information (ROI) forms, coordinating with clinicians and clients as needed, releasing records through systems such as the EHR and client portal, and consulting with Risk on complex or sensitive cases 
15. Support the organization’s measurement-based care initiatives by managing client participation, assigning assessments, and maintaining accurate client profiles 
16. Maintain the reception area by keeping it clean and organized 
17. Remain alert to potentially disruptive situations in the waiting area and follow established safety and security protocols when concerns arise 
18. Maintain office inventory and equipment by checking stock to determine inventory level and resupply as needed 
19. Distribute all incoming mail, faxes, and other forms of communication to appropriate team members or departments 
20. Adhere to scripting for client communication when provided 
21. Provide coverage or cross-functional support to related Client Care roles as needed 
22. Perform other duties as assigned by manager for business necessity 

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 work rotating morning, evening, or afternoon Saturday shift 

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 

Requirements

 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. Must be able to compose written reports clearly and effectively  
2. Must be able to be in a stationary position due to attention to computer screen   
3. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations 
4. The ability to observe details at close range (within a few feet of the observer) to perform work-related duties  
5. Must be able to apply established protocols in a timely manner  
6. Must be able to determine solutions to problems  
7. Must be able to operate successfully while handling multiple projects   
8. Ability to lift 10 pounds 

EQUAL OPPORTUNITY EMPLOYER 

The Family Institute is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other protected class. We strive to create a working environment that is free of all forms of discrimination and one that promotes human dignity and mutual respect among all staff. We believe every member of our organization enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, to identify challenges, and to discover, design, and deliver solutions.  

If you are a candidate with a disability and require reasonable accommodation to complete this application, please direct your inquiries to the Recruiter. 

Compensation is based on a number of factors, including but not limited to: scope and responsibilities of the position; a candidate’s applicable work experience, key skills and qualifications, as well as internal and external market considerations.  The pay range for this full-time, non-exempt position is $17.12 - $22.58/hour ($35,600 - $46,970 annual salary). The Family Institute provides competitive benefits, including health, a 403(b) retirement savings plan, generous time off, and professional development. For a more inclusive list of benefits, please visit our Careers page at https://www.family-institute.org/about-us/careers.