CLIENT LIAISON

Position At a Glance

Job Title : Client LiaisonDepartment : Finance

Supervisory Chain Of Command

• Direct Supervisor: Client Liaison Team Lead
• Tertiary Supervisor: Client Accounts Manager
• Chief-Level Supervisor: Chief Financial Officer

What You Will Do

Client Liaisons take the initial phone call from new clients, greet them in a welcoming and professional manner, input client information into a new chart, obtain initial paperwork, and schedule the client for their first intake appointment.

Responsibilities And Qualifications

Essential Responsibilities

• Provide excellent customer service with an accommodating, hospitable, friendly, and patient attitude and effective communication.
• Explain online registration availability and process new service inquiries for all 10-county offices.
• Maintain the current roster of credentialed therapists by location with updated therapist protocols based on regular availability.
• Accept referrals electronically via DocuSign, by phone or in person, review information for completeness, schedule initial administrative intake appointments, and prepare forms for collection of information.
• Conduct administrative interview to gather needed demographic, medical and financial information, notify client of eligibility status, and enter data into Pawnee’s EMR.
• Explain monthly payment and sliding fee scale option and application process, collect and verify proof of income, and establish client’s eligibility for a sliding fee.
• Calculate payment due at the time of service, inform client, and update the electronic health record accordingly.
• Arrange and communicate need for prior authorization of services when required.
• Respond to notice when payment was not obtained at the time of service and provide notice to the clinical treatment team.
• Obtain signed Advance Beneficiary Notice (ABN) when indicated.
• Uphold confidentiality of client information and share information on a “need to know” basis only.
• Provide administrative assistance to facilitate access and orientation to Pawnee services.
• Refer clients in crisis immediately to a Pawnee therapist.
• Process changes in benefits and enter new client information into the electronic health record within two business days.
• Participate in cross training to help control fluctuating workloads or staff shortages.
• Maintain and advance knowledge and skills related to the position through training events approved by supervisor.
• Communicate effectively between programs to foster a positive client experience.
• Adhere to PMHS policy, procedures, and ethical codes within the field of employment.
• Review and comply with the Pawnee Code of Conduct and Employee Handbook.
• Perform other reasonably related duties as assigned by immediate supervisor or other management personnel.

Requirements

Qualifications – Required

• High school diploma or equivalent.
• Basic personal computer skills.
• Strong oral and written communication skills in English.
• Experience or ability to learn to operate and assist with office equipment such as a postage machine, copier/scanner/fax machine, and folding machine.

Preferred

• Previous customer service experience in a medical office.
• Experience with Microsoft Word and Excel.
• Multilingual skills.

All employees will be required to submit to and pass a background check and drug screening.

Salary Description

$21.15 an hour