Consumer Access Representative

POSITION SUMMARY

Consumer Access Representative serves as part of a 5-8 person team to assist Consumers with access to internal and external services, and perform reception/administrative duties for the agency-at-large.

KEY RESPONSIBILITIES

• Initiates contact with and assists Consumers, Staff, and Visitors at all points of access including reception and switchboard, with an emphasis on customer service and creation of a welcoming, engaging atmosphere.
• Assists with various needs, including but not limited to: checking in Consumers and Visitors for appointments, verifying insurance, updating face sheet info (phone number, address, etc), and managing scheduler.
• Completes enrollment into EMR, insurance verification, consent for treatment, and orientation to support all Community Connections programs and Metro Health.
• Assists with duties required for Representative Payee Program including, but not limited to: distributing checks, preparing checks for distribution, and teaming with Accounting Staff as needed.
• Performs other administrative support functions as needed.
• Refers CSRs internally and externally for services as needed.
• Communicates with external agencies and other treatment providers, especially co-located service providers, as needed.
• Performs other administrative duties as assigned to the administrative support staff to serve the agency at large, including but not limited to: circulating announcements, distributing parking passes and other documents, sorting and distributing mail, etc.
• This position is able to quickly shift gears in order to provide assistance in the areas that need most attention. This position will be self-motivated to maintain competencies required at all stations, with minor support from Supervisor and Peers when needed.
• Collaborates with pharmacies and insurance companies to complete prior authorizations
• Provides direct services to consumers including monitoring vital signs.
• Makes and receives phone calls, directing phone calls as appropriate including. Taking and relaying messages, gathering and sorting consumer information.

In addition to role responsibilities, each staff member of Community Connections has the following responsibilities as a part of their employment:

• Models and reinforces Community Connections mission to provide behavioral health, residential services, and primary health care coordination for marginalized and disenfranchised women, men, youth, and children living in the District of Columbia, many of whom are coping with challenges including mental illness, addiction, and the aftermath of trauma and abuse.
• Models and reinforces Community Connections values of quality, innovation, respect, equity, and integrity daily.
• Reinforces Community Connection’s commitment to diversity, equity, and inclusion.
• Protects the privacy of our consumer’s protected health information by maintaining compliance with HIPAA and other relevant CC related IT security regulations.
• Completes and stays current on role specific and organizational wide training.
• Performs other duties as assigned on an as-needed basis.

DESIRED KNOWLEDGE/SKILLS/ABILITIES:

• High School Diploma Required
• CMA Certificate Preferred
• Excellent customer service skills
• Excellent written and verbal communication skills
• Has knowledge of EMR’s and is proficient in Microsoft Word and Excel

POSITION TYPE/EXPECTED HOURS OF WORK

☒This is an essential or critical position which will require reporting to a physical work location or making visits to consumers in the community as defined by the business needs of Community Connections, Inc