Client Service Specialist – Personal Lines
Relation Insurance Services
Client Services Analyst
Easterseals Northern California
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $66,650 - $69,000 per year
Job Level
JuniorMid-Level
About the role
- Handle a variety of complex escalations directly with caregivers and clinicians by independently de-escalating situations and identifying alternative solutions that align with schedule offer requirements
- Independently responsible for management of assigned group of clients, ensuring client schedule offers are made within required timeframes and meet requirements based on service type and authorized hours
- Form new treatment groups for clients by utilizing matching criteria and re-group recommendations
- Maintain ongoing group treatment that may require movement to existing placements
- Ensure full recurring schedule offers are presented to begin within 10 business days of a client’s assessment report being approved or acceptance of a direct to treatment client
- Collaborate with provider clinical and administrative teams to meet client direct care hours needed
- Ensure all assigned clients receive appointment offers every 10 business days to remain in compliance with California’s timely access to care regulations
- Provide coverage and support for other Analysts as needed
- Receive inbound and place outbound phone calls, respond to emails and correspondence in custom application
- Maintain accurate and reliable documentation at all times in client health care records
- Responsible for efficiently analyzing reports that support client hours management and staff hours
- Design schedules for clinical management that strategically optimize their time for client facing appointments
- Responsible for managing a personal work queue of a high volume of incoming requests from clients, caregivers, and clinical team members
- Provide responses or resolutions that are aligned with timely action agreed upon as a shared service
- Meet regularly with clinical management regarding client schedules
- Intermittently provide backup and support to other Client Services roles as needed
- Other duties as assigned
Requirements
- 2+ years of experience in a scheduling/customer service role
- AA degree preferred
- Experience in a healthcare setting preferred
- Bi-lingual in Cantonese or Spanish a plus
- Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population
- A commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters
- Experience analyzing various scenarios to identify the most effective utilization of staff to meet client needs
- Knowledge of scheduling systems and processes
- Comfortable working independently, with focus on excellent customer care and service
- Knowledgeable in a variety of service lines with expected direct treatment care hours minimum ratio to meet standard obligations as outlined by DMHC
- Strong skill in managing conflicting priorities
- Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software
- Capacity to effectively multitask and manage day-to-day responsibilities without supervision
- Personable; able to work comfortably with individuals at all levels within the organization
- Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy
- Must be highly detail oriented
- Strong interpersonal skills
- Ability to obtain and maintain criminal record clearance through the DOJ
