Client Care Specialist I

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 30,000 - 39,000; Full time

Job summary

VOA Alaska is seeking a Client Care Specialist to coordinate early client lifecycle activities, ensuring prompt, courteous care from first contact through intake. The role supports QA tasks to meet accreditation standards and regulates Medicaid and state requirements within CareLogic EHR, while assisting clinical and administrative staff.

The position emphasizes confidentiality, documentation, and collaboration with the Intake Supervisor to maintain service quality and access to care.

Qualifications

• Must have high school diploma or GED.
• Health information management education preferred.
• Minimum two years’ experience with Medicaid regulations, billing and quality assurance.
• Ability to make sound decisions based on information available.
• Demonstrated customer service skills.
• Excellent writing and communication skills.
• Flexible hours including days and evenings.
• Travel ability with own transportation.
• Pass a criminal background check per state requirements.
• Valid Alaska driver’s license with clean driving record; auto insurance screening may be required.

Responsibilities

• Oversees the Point of Entry process and intake scheduling.
• Verifies health insurance information at registration.
• Maintains QA tasks to support accreditation and regulations.
• Scans paper records into the EHR and ensures confidentiality.
• Coordinates reports and service tickets for clinical staff.

Skills

Customer service

Written communication

Decision making

Flexible hours

Travel availability

Education

High School Diploma/GED

Health information management education preferred

Job description

Position Title:Client Care Specialist

Reports To:Intake Supervisor

Classification:Non-Exempt; Hourly;Full-Time

Direct Report(s):None

Position Overview

This position is responsible for coordinating the beginning of the client lifecycle to ensure that clients experience prompt and courteous care including clear answers to all questions from their first call until they are assigned to a provider’s caseload. The position also completes Quality Assurance tasks to help maintain accreditation standards and adherence to regulations required by the State of Alaska Division of Behavioral Health, as well as Integrated Behavioral Health Regulations, CARF, and Medicaid. The Client Care Specialist monitors and ensures the quality of care within the CareLogic Electronic Health Record and supports all clinical functions within that system and assists the Director of RCM and System Administrator in coordinating reports, service tickets, and assistance to the clinical staff and administrative staff.

VOA Alaska is a youth-serving organization providing prevention, early intervention, treatment, and recovery supports to youth and families struggling with mental illness and addiction. We are honored to walk with families during these times and provide support and hope through recovery. Our core values are connection, responsibility, courage, innovation, hope, and joy. We are looking for individuals who espouse these core values and align with this mission of services to the community.

Essential Functions, Duties & Responsibilities

Oversees and tracks the Point of Entry Process

Schedules assessments, program intakes,and supports assessment/intakestaff inmaintainingclear communication with new clientsas well as collectingappropriate documentation

Provides potential clients with the opportunity to re-engage anddeterminespain points in the client entry process

Verifyhealthinsuranceinformation for clients given at time of registration

Assistinthe operation of telehealth/telemedicineappointmentsbyscheduling servicesandequipment test/setup

Supportsquality assurance activities in accordancetoCARF accreditation standards, Residential Child Care licensing regulations, State of Alaska Division of Behavioral Health requirements and Integrated Behavioral Health Abuse Regulations

Supportsthe oversight of the health and safety plan, procedures,andmay assist inrecordingthecompletion of drillsandbuilding inspections (internal and external).

Supportsthe above standards and regulations through oversight, compliance activities, initial and ongoing training of staff and ongoing communication with program supervisors.

Ensures allpaper-basedclient documentationis scannedinto the EHR

Assists Treatment division in the tracking of documentation due dates tomaintaincompliance

Produces quality assurance reports as required by supervisor

Assists clients with completing Medicaid applications and following up on application status.

Assistswith data entry to meet state and federalrequirements

Participates in managing external audits as needed

Responsible for archiving client charts and making sure they areaccurateand complete

Assures the maintenance of client confidentiality and the safeguarding of client information as per Federal regulation and agency policy. Performs other duties as assigned orindicated.

Knowledge, Skills and Abilities

High School Diploma/ G.E.D

Educationin the area of health information management preferred.

Minimum of two years’ experience with Medicaid regulations, billing, and quality assurance

Ability to make sound decisions based on information available.

Demonstrated customer service skills

Excellent writing and communication skills

Ability to workflexiblehours (including daysand evenings)

Ability to travel ifrequired(must have own transportation.)

Ability to pass a criminal background checkin accordance withthe current state regulation requirements.

Must havevalidAlaska driver’s license witha good drivingrecord and be able to pass theVOA:AKauto insurance screening through the independent insurance carrier and/or meet the minimum state liability coverage if using own personal vehicle.

Working Conditions

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Works in office areas. Interacts with staff, consultants, and outside vendors. May be subjected to interruptions throughout the workday.

While performing the duties of this job the employee is frequently required tosit;use hands to finger, handle, or feel;and talk or hear. The employeeis occasionally required tolift upto25pounds. The vision requirement includes close vision.

Acknowledgement

Every effort has been made to identify the essential functions of this position. However, this job description in no way states or implies that these are the only duties you may be required to perform. The omission of specific descriptions of duties does not exclude them from the position if the work is similar, related or can be considered essential to this position.