Client Services Technician - Case Management/Social Services

POSITION SUMMARY

A Client Service Technician (CST) will work alongside the Case Manager as well as others in the field, such as social workers. Client Service Technician will have varying responsibilities at TCRHCC.

Incumbent serves as an Outpatient/Inpatient client service technician for Case Management.  The client service technician will receive and work with culturally diverse low-income populations having multiple barriers experiencing health disparities such as: educational inequalities, poverty, environmental threats, inadequate access to healthcare, domestic violence issues, substance abuse, and/or mental health issues.  The client service technician for Case Management works with a multidisciplinary team within the healthcare quality service delivery setting. The client service technician is responsible for delivery polite, courteous and empathetic customer service for patients of Case Management Services and at time may be assigned to assist with Utilization Review. The client service technician for Case Management reports directly to the Director of Care Coordination.

NECESSARY QUALIFICATIONS

Education: 

High school diploma or GED

Certification:

Must maintain a current valid certification of the following throughout employment:

• Basic Life Support (BLS) from the American Heart Association, must obtain within 3 months from hire date.

Experience: 

• Must have two (2) years of medical experience in a hospital setting
• Demonstrate some knowledge of case management
• Basic knowledge of medical terminology
• Demonstrate knowledge of electronic health record systems

Other Skills and Abilities:

A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate achievement in each one of the following areas:

• Positive working relationships with others
• Must have excellent customer service skills, personal and telephone communication skills
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Effective verbal & written communication skills
• Team management focuses on promoting a positive and proactive approach to problem resolution
• Perform in a wide degree of creativity and latitude and work independently; provide detailed reports and instruction to supervisor/manager
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
• Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC.

MENTAL AND PHYSICAL EFFORT

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

       Physical:

Work requires walking, periods of standing, and sitting. Work also requires extensive periods of time working at a personal computer. Must be able to lift up to 25 lbs (i.e. supplies); must be able to distinguish numbers, letters, and colors.

       Mental:

Contacts often require tact and sensitivity as those related to stressful situations such as death, dying and catastrophic illnesses. Must be able to prioritize, use good judgment, and coordinate a variety of issues while being frequently interrupted.  

The incumbent performs difficult and complex assignments that are Service Unit wide in scope and encompass a variety of compliance activities and requirements.  The work requires the ability to deal relatively independently with the interrelated elements that affect patient services and assessed needs in order to resolve or prevent any delays in service and any other controversial matters that may arise.  The work requires diversity in professional nursing/ social work and compliance knowledge and experience.

Environmental:

Incumbent may be exposed to infectious diseases, dust, fumes, and gases for a prolonged period of time. May occasionally be exposed to chemical agents and loud noises.

ESSENTIAL FUNCTIONS:

1. Works proactively with the Nurse Case Managers and Social Worker Case Managers of TCRHCC for care coordination of the patient populations served by TCRHCC.
2. Ability to read, write, and speak English to work alongside the Nurse Case Manager and Social Worker Case Managers.
3. Assist with special projects or reports as assigned.
4. Works with DME/Transportation department if needed to assist with DME/Transportation.
5. Works closely under supervision and supports Case Managers in the department through creating and faxing documentation packets for patient transfer/placement, records maintenance, coordination with other hospital clinics, and general assistance.
6. Assists Case Managers in maintaining a variety of worklists and reports for department.
7. Case Management Support:

• Assisting case managers with various tasks, such as scheduling appointments, gathering information, and preparing reports.
• Facilitating communication between patients, case managers, and other healthcare professionals.
• Supporting the development and implementation of patient care plans.

8. Administrative Tasks:

• Maintaining accurate and up-to-date client records.
• Preparing reports and documentation as needed.
• Assisting with billing and insurance-related tasks as indicated.

9. Obtains medical reports or health information from other facilities or providers.
10. Will utilize facility Electronic Health Record and other specified programs/applications to maintain client data.
11. Responsible for electronic health records data entry pertinent to patient service role
12. Excellent time management and organizational skills.
13. Assists with all Care Coordination meeting minutes, sign-in sheets and room scheduling.
14. Acts as the back up for the timekeeper if needed.
15. Ensure proper PPE is always worn while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering face piece respirator or higher, if available), and eye or face shield. 
16. Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updates)
17. Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee, and external customer satisfaction
18. Performs other duties as assigned.