Client Care Specialist II

Holland America-Princess (Holland America Dawson City Inn); Alaska; On-site; USD 25,000 - 36,000; Full time

Job summary

Holland America-Princess (Holland America Dawson City Inn) seeks a Client Care Specialist Two (CCS2) to coordinate intake for new and returning clients in Alaska. You will balance customer service with policy, serving as liaison among clients, programs, and billing to clarify costs of care before intake.

The role handles scheduling, eligibility verification, and financial assistance applications, ensuring smooth coordination across departments and with Medicaid processes.

Qualifications

• High School Diploma or GED required.
• Experience with Medicaid regulations, billing, and quality assurance preferred.
• Excellent writing and communication skills.
• Ability to work flexible hours including days and evenings.

Responsibilities

• Manage referrals and client access to services.
• Act as main contact between clients, guardians, referrals, billing, and providers.
• Oversee POE (Point of Entry) process and track it.
• Collect client information and input potential clients.
• Obtain and vet registration documents; verify demographics and financial data.
• Coordinate with other agencies to exchange information and documents.

Skills

Customer service

Communication skills

Written communication

Flexibility hours

Travel ability

Education

High School Diploma/GED

Job description

Position Title:

Client Care Specialist Two (CCS2)

Reports To:

Intake Supervisor

Classification:

Non-Exempt; Hourly; Full-Time

Direct Report(s):

None

Position Overview

CCS2 is responsible for coordinating the intake process for new and returning clients. Core duties include managing referrals, collecting client information, verifying financial details, communicating with stakeholders, and scheduling appointments. CCS2 acts as liaison between clients, programs, and billing department, ensuring communication and cooperation between the three groups.

This is a patient-facing administrative position that must balance customer service with operational policy. The CCS2 provides prompt and courteous client care, while ensuring clients, programs, and billing have clear understanding and agree regarding how anticipated costs of care will be managed.

Essential Functions, Duties & Responsibilities

• Manage referrals and client access to services
• Act as the main point of contact between clients, guardians, referrals, billing, and providers to facilitate communication and care coordination
• Oversee and track the POE (Point of Entry) process
• Collect client information
• Input and track potential clients
• Obtain and vet registration documents
• Track expiring ROI’s and obtain new when necessary
• Coordinate with other agency providers to exchange information and/or documentation
• Annual reverification of demographic and financial information
• Verify financial details
• Verify insurance eligibility and benefits via websites and phone calls (at registration, intake, and as necessary throughout client lifecycle)
• Enter information to EHR so claims go to the correct payer and populate correctly
• Initiate and track financial assistance applications when applicable
• Assist clients with Medicaid applications
• Communicate with Alaska Division of Public Assistance for Medicaid application status
• Communicate with stakeholders
• Communicate with clients, guardians, referral sources, and other VOA departments to ensure applicable stakeholders are in alignment
• Communicate with clients, program, and billing so insurance benefits, informed consent options, and financial assistance options are understood
• Ensure both client and VOA have a clear understanding and plan for the cost of treatment before scheduling program intake
• Scheduling appointments
• Schedule assessments and program intakes
• Schedule client appointments per VOA centralized scheduling processes
• Assist with telehealth appointment logistics

Other

• Determine process inefficiencies and participate in process improvements
• Support other departments as needed via reports, oversight, projects, training, and communication for (list is not all-inclusive):
  • CARF accreditation
  • Residential childcare licensing
  • Alaska Division of Behavioral Health
  • Health and Safety, including drills and building inspections
  • Quality Assurance
  • Data Analysis
  • Internal and external audits
• Scans all paper-based documentation into the EHR for new and returning clients
• Sort and route mail, including opening and scanning all billing mail
• Maintain organization and cleanliness of assigned spaces
• Maintain client confidentiality per federal, state, and agency policy
• Perform other duties as assigned or required to meet essential functions
• Provide training and support for client care specialist one employees to help them meet expectations in accordance with policy and procedure.
• Support pursuit of acquisition of insurance authorizations as required for different services and or program enrollments as needed.
• Reviews financial assistance applications and prepares reporting for billing and QA director’s review
• Report on status of current client care team processes and timelines to include but not be restricted to timeline to assessment, referral sources, timeline to intake, current barriers to expediting process, and other reports functional to establishing and improving current client care team processes.

Knowledge, Skills and Abilities

• High School Diploma/ G.E.D
• Education in 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 work flexible hours (including days and evenings)
• Ability to travel if required (must have own transportation.)
• Ability to pass a criminal background check in accordance with the current state regulation requirements.
• Must have valid Alaska driver’s license with a good driving record and be able to pass the VOAAK auto 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 to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to lift up to 25 pounds. 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.