Client Service Coordinator - Central Support - The Village For Families & Children

Our Mission: 

 What drives you to do your best every day?  How about being a part of a team who is the first point of contact for Hartford community members to connect integrated behavioral healthcare?  Help us build lasting, sustainable change for individuals and families today, and communities tomorrow.

We are looking for well-qualified and dedicated candidates for the position of Client Service Coordinator.  Please reach out today if you meet our requirements and if you can see yourself managing the responsibilities below:

Key Responsibilities:

• The Client Service Coordinator is responsible for providing personalized quality front desk client support. 
• Greets and checks in clients for intakes, ongoing appointments, and walk-in appointments. 
• Answers incoming calls to The Village’s main number and provides call transfers, general information, and client scheduling and intakes.
• Either via telephone call or in person, provides individualized point of entry, intake appointment support for scheduling, basic client triage, collects insurance information, and other relevant information as needed. 
• Works in a functional team with teammates to ensure quality customer service.
• Interacts with customers to provide and process information in response to inquiries, complaints or unresolved issues including requests for additional information related to agency programs and services.
• Disseminate and distribute all agency faxes and via e-mail.
• Monitors reception/waiting area to ensure cleanliness and client safety.
• Handles all agency-wide vehicle requests and reserves vehicles according to agency policy.
• Collects and complete daily cash journals submitted to billing for client co-pays.
• Provide administrative support and back-up for other agency sites.
• Performs all business functions in agency EHR (Electronic Health Record) and coordinating all new admission paperwork for clients, verifies and records necessary personal information, i.e., demographics, insurance eligibility and verification, etc. in EHR according to guidelines and procedures. Secure appropriate signatures from client/guardian for consent to treat. Reviews client grievance policy and client rights if needed.
• Completes tasks outlined in Intake and Admissions process.
• Triage new clients in Intake utilizing the client triage tool and within the Enhanced Care Clinic (ECC) guidelines. 
• Schedules new assessments for applicable departments.
• Ensures accuracy for timely check-in/check-out process for all clients.  Schedules all client appointments accurately in EHR and communicates discrepancies when appropriate to supervisor and clinicians.
• Process referrals for applicable programs.  For referrals, depending on position, referrals may be the primary function.
• Completes CTBHP authorizations and re-authorizations for accurate billing.
• Commits to continuous improvement of client services and accuracy.

EDUCATION

• High School Diploma or equivalent required.

EXPERIENCE

1. Prior experience in related client support
2. Excellent telephone and verbal communication skills
3. Ability to manage a variety tasks and requests
4. Ability to travel between Village sites as needed
5. Must be able to work a flexible schedule to meet organizational demands
6. Proficient with Microsoft Office Suite and general computer skills
7. Demonstrated competence in diversity, equity, and inclusion
8. Demonstrated reliability and timeliness
9. Keen attention to detail in documentation
10. Bilingual (English/Spanish) required
11. Preferred skills and experience:
12. Experience across diverse populations
13. Knowledge of HIPAA laws
14. Highly preferred skills and experience:
15. Familiarity with EHR (Electronic Health Record) applications
16. Familiarity with the referral sources in the Hartford area/communities and surrounding towns