Easterseals Northern California

Client Services Analyst

Easterseals Northern California

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $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