About the position
The Client Access Representative will be the first point of contact for new and existing clients and will assist in the collection and entry of client demographics, insurance information, and copays into our EHR system. They will be responsible for client group/appointment check-ins, and answering phones. They will work closely with therapists and providers with scheduling and ensuring that all required paperwork has been completed for program enrollment. This position supports the triage process for our Open Access Model by gathering initial information to assist in determining level of risk and urgency of need, while maintaining professionalism, confidentiality, and compassion for individuals in crisis or distress.
Responsibilities
- Greet and direct clients with professionalism and warmth.
- Screen for potential crisis situations and provide accurate information on the program and services offered.
- Collect/Verify new and existing client demographics, insurance information, and collect any copays due.
- Ensure that all necessary paperwork/documents have been completed, scanned and filed based on program enrollment.
- Check-in clients for groups, individual sessions, and provider visits, as well as assisting day treatment clients as needed.
- Update and maintain accurate group rosters, client trackers, daily ledgers, timely access data, and other state and federal data requirements.
- Support and assist therapists with scheduling, client communication, and obtaining necessary documentation.
- Answer and direct incoming calls appropriately.
- Verify Medicaid eligibility monthly, as well as authorizations.
- Monitor client account balances, notify therapists of outstanding balances, and assist with collections as needed.
- Distribute and collect quarterly fee forms; ensure forms are accurately completed, entered, and routed to the appropriate staff.
- Administer and collect OQ-45 (Outcome Questionnaire-45) and other screening tools from clients as scheduled; ensure responses are entered or scanned into the UWITS/OQ Analyst and notify clinicians of any clinical alerts.
- Maintain general knowledge of various funding streams and eligibility criteria to ensure clients are connected to appropriate programs and billing sources.
- Perform other duties as assigned to support smooth clinical practices.
Requirements
- Organized, detail-oriented, and able to work in a fast-paced environment.
- Patient, empathetic with attentive communication.
- Teamwork is essential.
- Familiarity with the population we serve and community resources is preferred.
- At least 1 year of experience in a receptionist, administrative, or customer service role—preferably in healthcare, behavioral health, or social services.
- Excellent organizational, multitasking, and computer skills (e.g., Microsoft Office, EHR systems).
- Ability to maintain confidentiality and handle sensitive situations with empathy and professionalism.
- Bilingual (English/Spanish) preferred but not required.
- Must pass a background check and drug screen.
Benefits
- Low-cost medical, dental, and vision coverage.
- Health savings account.
- 403b retirement plan with employer match (50% match up to 3%).
- $1/hr for Spanish fluency.
- Employee Assistance Program for all employees.
- 33 paid days off: 11 observed paid holidays, 12 sick days, and 10 vacation days to start.
- Vacation increases to 12 days after 1 year, 15 days after 2 years, and more at 5 and 9 years of service.
- $50,000 in employer-paid life insurance; additional coverage available.
- $1,200 annual employer contribution to your Health Savings Account (paid quarterly).
- Employee Referral Program including cash bonuses and paid time off.
