Easterseals Northern California

Client Services Representative

• 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

Client Services Analyst