Who is Bridging Access to Care, Inc.: Bridging Access to Care, Inc. (BAC) is a nonprofit, multi-service, community-based behavioral health care organization committed to building healthy communities, one person at a time.
In 2012, Brooklyn Aids Task Force changed its name to BAC and successfully made the transition from an AIDS-centered organization to a multi-service community-based healthcare organization. Brooklyn Aids Task Force was the very first HIV/AIDS organization in Brooklyn prioritizing serving persons living with HIV/AIDS (PLWHA) since 1986. Today, BAC provides mental health and substance use-related social services, comprehensive HIV/AIDS care, and coordinated health care and supportive services to underserved racial and ethnic minority communities in Brooklyn and other parts of New York City.
Bridging Access to Care, Inc. offers a competitive salary package, including health insurance, retirement plan, paid time off, and opportunities for professional development. Employees working in our Health Services divisions are required to be fully vaccinated against COVID-19, unless approved for a legal accommodation. If you need accommodation for any reason, including related to this job requirement, please get in touch with Human Resources.
JOB SUMMARY:* The _Bilingual Client Support Representative*_ is a professional front desk coordinator with experience managing daily reception operations, welcoming clients, answering multi-line phones, scheduling appointments, maintaining electronic calendars, and coordinating communication between clients and the clinical team. Providing compassionate, front-line support to clients in our busy OMH (Office of Mental Health) Clinic. As the face of the organization, you will facilitate communication between clients and the clinical team. Through exceptional customer service and trauma-informed care, the representative helps ensure clients receive timely, coordinated, and confidential services.
The Bilingual Client Support Representative responsibilities includes but are not limited to, client intake, referral management, appointment scheduling, EMR systems, insurance eligibility, and HIPAA regulations. With proven ability to support clinical teams, coordinate client services, maintain accurate records, ensure HIPAA compliance, promote trauma-informed care, coordinate referrals, provide telehealth support, patient registration, administrative operations, and provide outstanding administrative support in high-volume healthcare environments.
EDUCATION AND WORK QUALIFICATION:
- MINIMUM:High School Diploma/GED or equivalent required; Associate's degree or higher, strongly preferred.
- MINIMUM: Four (4) years’ related experience with less than an associate’s degree
- MINIMUM: Two (2) years’ experience with an associate’s degree or higher
LANGUAGE SKILLS:
Bilingual/Spanish speaking required. Must be able to read, write, speak, and comprehend Spanish and English.
CERTIFICATION: Certified Medical Administrative Assistant strongly preferred
DUTIES AND RESPONSIBILITIES:
Client Interaction & Customer Service
- Meets and greets clients, creates a welcoming environment (makes coffee, sets up refreshments, and put snacks on display in the waiting area)
- Promotes and upholds excellent customer service – Trauma-Informed & HIPAA compliant
- Answers phones in a friendly and professional manner, making all callers feel welcomed and heard
- Confirms client appointments via phone and email
- Provides educational material regarding mental health and wellness
- Builds and maintains professional relationships with clients and referral sources
- Appropriately handles confidential information
- Reports on client concerns or observations to supervisory staff
Communication & Coordination
- Send messages to the treatment team regarding client calls, in addition to calls from lawyers, doctors, or other providers
- Ensure referrals are scheduled within 24 hours or less
- Ensures appropriate coverage for the front desk daily
- Ensure clients have accurate linkage for telehealth visits
- Ensures client has MAS transportation
Scheduling & Calendar Management
- Ensures eCR calendar is accurate and up to date daily
- Establishes clients in eCR for intake process—create ID number if needed, enter and collect demographic and referral information
- Notifies clinical staff of appointment changes
Insurance & Billing
- Verifies client insurance coverage through eligibility portal daily
- Ensures up-to-date patient health insurance and identification cards are uploaded in the EMR system/eCR
- Responsible for day-to-day patient health insurance eligibility and updates in the EMR system/eCR
- Notifies patients, family members, physicians, and/or supervisors of network insurance coverage issues that may result in coverage reduction daily
- Assists clients with obtaining sliding-scale fee payment, including gathering documents, calculations, and informing clients of their payment responsibility
- Register patients efficiently and effectively to ensure correct claims processing documents and adherence to patient privacy guidelines
- Collect co-pays
Administrative Support & Documentation
- Check email and respond promptly
- Mail and upload admission, discharge, and appointment letters
- Uploading necessary documents into the eCR
- Distribute and request card fare as appropriate
Other:
- Other duties assigned are based on program needs.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Strong computer proficiency in Microsoft Word, Excel, and computer skills
- Knowledge of Medical billing; thorough understanding of insurance benefits for Medicaid/Medicare, Medicaid/HMO, and private insurance companies.
- Knowledge of Billing Practices
- Strong Customer/Client/Patient Service experience required.
- Trauma-informed care experience is strongly preferred.
- Electronic Medical Records Experience is strongly preferred.
- Experience working with clients with Severe Mental Illness (SMI), Substance Abuse, or Co-occurring Disorders required.
- Ability to multitask in a fast-paced environment
Pay: $23.00 per hour
Benefits:
- 403(b)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Referral program
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- EHR systems: 1 year (Required)
- HIPAA: 1 year (Required)
- client care coordination: 1 year (Preferred)
- health insurance validation: 1 year (Preferred)
- Data entry: 1 year (Preferred)
Language:
- read, write, and comprehend Spanish and English (Required)
Work Location: In person
