Client Service Representative

Hchmd; Baltimore (MD); Hybrid; USD 23,000 - 29,000; Full time

Job summary

Health Care for the Homeless is seeking a dedicated Client Service Representative in Baltimore, MD. You will greet clients, register them, verify insurance, and manage referrals, all while maintaining HIPAA compliance.

You’ll document interactions in the EMR and support a multi-disciplinary team to ensure smooth operations and excellent service. Responsibilities include handling phone inquiries, triage calls, and coordinating appointments across disciplines, with a strong emphasis on

Qualifications

• High School Diploma or GED required.
• One year of experience in Customer Service required.
• Experience working with people who are experiencing homelessness or from low-income backgrounds.
• Experience working with computers and databases, preferably medical or insurance systems.
• Bilingual (Spanish) highly preferred.

Responsibilities

• Greets clients and visitors upon arrival to the clinic and routes them to the correct staff member using appointment systems and triage protocols.
• Registers and assists clients with completing baseline information and verifies demographics and payer coverage.
• Updates insurance status, PCP, EVS, and insurance databases; processes releases of information per HIPAA.
• Manages client discharge, referrals, and scheduling follow-ups; documents in EMR for accurate medical and billing records.
• Answers phone calls per policy, provides telephone triage, and disseminates messages to the appropriate staff.
• Supports other clinic staff to ensure smooth client flow and exceptional customer service.
• Adheres to HIPAA and agency IT security rules; maintains patient confidentiality.

Skills

Customer service

Communication

Confidentiality

De-escalation

Teamwork

Education

High School Diploma or GED

Tools

EMR systems

Insurance databases

Job description

# Client Service Representative421 Fallsway - Baltimore, MD 21202## OverviewSalary Range$17.00 - $21.00 Hourly## DescriptionOverviewThe Client Service Representative provides customer service to clients, staff and visitors through administrative support in various capacities. This role accurately and efficiently manages confidential information in multiple databases and systems to support clients through every stage of their visit at Health Care for the Homeless. This role reports directly to a manager within Practice Operations. Key Role Responsibilities* Greets clients and visitors upon arrival to the clinic and appropriately route them to the correct staff member; utilizing appointment systems, registration staff and triage protocols* Manages the intake of clients into the practice in a friendly and service-oriented manner; registers and assist clients with completing baseline information. Ensuring client chart is complete of all required information such as, verification of patient demographics and payer coverage. Helps with completing consents and verifying insurance status, including updating PCP, EVS and updating insurance databases.* Manages the client discharge process which may include processing internal and external referrals, informing clients of their referral information, scheduling follow-up appointments, and distributing tokens.* Schedule appointments for clients across multiple disciplines via in-person requests or telephone calls. Document all activities in the EMR to ensure proper preparation of medical record and billing information prior to the time of appointment.* Supports other members of the clinic team to ensure smooth client workflow and excellent customer service.* Takes phone calls in accordance with the policy and service expectations for those clients on the phone as well as those in the clinic; provides telephone triage; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately and timely.* Process release of information requests; receive and distribute PHI in accordance with agency protocols aadhering to HIPAA and patient confidentiality requirements.* Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.* Takes personal responsibility for the neat appearance of their work space and the reception area, assuring each area represents the agency in a positive manner.* Performs other duties within the scope of client service representative as assignedKey Agency Responsibilities*In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:** Models and reinforces the Health Care for the Homeless “core values” of *dignity, authenticity, hope, justice, passion* and *balance** Actively participates in performance improvement activities and actively participates in advocacy activities that support the mission of Health Care for the Homeless* Protects our client’s personal health information by maintaining compliance with HIPAA and other relevant Health Care related IT security regulations* Performs other duties on an as-needed basis## QualificationsKnowledge, Experience and Skills**Formal Education and Training*** High School Diploma or GED required**Experience** * One year of experience in Customer Service required* Experience working with people who are experiencing homelessness or from low-income backgrounds* Experience working with computers and databases, preferably medical or insurance systems* Bilingual (Spanish) highly preferred**Skills*** Excellent customer service, with ability to clearly communicate verbally and in writing* Must be able to maintain confidentiality in all circumstances* Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor* Security or de-escalation training preferred* High level of motivation, initiative and responsibility* Able to work with interdisciplinary teams* Able to cope with interruptions, be flexible and be a team playerWorking Conditions and Physical Requirements| | | | | | || --- | --- | --- | --- | --- | --- || **Activity** | | **Some** | **Freq** | **Work Position %** | || Lift | 0-50 lbs. | x | | Sitting | 60% || Carry | 0-50 lbs. | x | | Walking | 20% || Push | 0-50 lbs. | x | | Standing | 20% || Pull | 0-50 lbs. | x | | | || Stoop, Kneel | | X | | | || Crawl | | N/A | | | || Climb | | N/A | | | || Balance | | N/A | | | || | | | || --- | --- | --- | --- || **Physical Requirements** | | **Hazards** | || *Mark with an X if this is a physical requirement for this job.* | | *Mark with an X if this is a potential hazard for this job.* | || x | Manual dexterity (eye/hand coordination) | | Use of Latex Gloves || | Perform shift work | | Exposure to toxic/caustic/chemicals/detergents || | Maneuver weight of clients | | Exposure to moving mechanical parts || x | Hear alarms/telephone/tape recorder | | Exposure to dust/fumes || | Reach above shoulder | | Exposure to potential electrical shock || x | Repetitive arm/hand movements | | Exposure to x ray/electromagnetic energy || x | Finger Dexterity | | Exposure to high pitched noises || | Color Vision | X | Exposure to communicable diseases\\* || | Acuity – far | | Blood born pathogen exposure || | Acuity – near | | Gaseous risk exposure || | Depth perception | | || | On Call | | |\\**May be exposed to infectious disease with little likelihood of harm if established procedures are followed*