Job description

Janus of Santa Cruz has provided the highest level of care for the past 40+ years to individuals and families seeking treatment for Substance Use Disorders. Janus is a State-licensed, CARF-accredited non-profit offering residential withdrawal management, residential treatment, outpatient services, perinatal residential treatment, DUI services, and medication-assisted treatment (MAT) services in Santa Cruz County. Janus offers innovative, evidence-based approaches in the field of addiction treatment. Join our energetic, engaged, and highly respected team in making a difference in people’s lives!

Visit us at www.janussc.org

Under direct supervision of the Client Services Manager, a Client Services Representative is responsible for performing a variety of administrative duties which contribute to the successful delivery of affordable, quality Substance Use/Alcohol Use Disorder treatment to clients/patients of JANUS of Santa Cruz. The Client Services Representatives are responsible for ensuring a positive and effective experience for every client/patient that has telephone contact and/or in person contact with JANUS. Duties include, but are not limited to, receiving incoming calls for different service lines of JANUS, in person client interaction, outreach to clients/patients via a SMS platform as well as by telephone, answering questions related to service lines and connecting with insurance resources when needed, forwarding messages to members of JANUS staff as appropriate and all aspects of appointment scheduling. This position supports multiple JANUS programs with assistance in making/receiving calls and coordinating messages as well facilitates the processing of medical records requests to and from the organization. This position requires exceptional critical thinking, patient relations, organizational and time management skills, as well as attention to detail.

Essential Duties and Responsibilities

I. Operations

• Provides accurate information to clients/patients about JANUS services and assists with coordination of intake and/or registration dependent on service.
• Gathers information and relates that information effectively to appropriate service line department members.
• Monitors and responds to voicemail, client/patient SMS messages and after-hours messages.
• Schedule appointments with Behavioral Health Therapy team members, appropriately according to schedule and payor protocols.
• Assists in ensuring clients/patients have the understanding and technology needed to support provision of TELEHEALTH services when scheduled as such.
• Accessing outside insurance portals and DOCUSIGN to retrieve and download patient medical records for inclusion in AVATAR or SALESFORCE.
• Scanning documentation into AVATAR or SALESFORCE per protocols.
• Preparing documentation for client/patient signature as it relates to contracting for services with JANUS of Santa Cruz, coordination in the use of DOCUSIGN and SALESFORCE for complete client/patient accounts.
• Assists in receiving payments for any of JANUS service lines.
• Assisting administrative staff on special projects.
• Participate in the design and implementation of new workflows.
• Attend meetings, participate in organization committees, and attend trainings.
• Ensure protection of individually identifiable health information per HIPAA and 42 CFR part 2 regulations.
• Ability to manage competing demands with frequent changes, delays or unexpected events.
• Gives and welcomes feedback and contributes to positive team-based environment.
• Other duties as assigned.

II. COMPETENCIES

• Accountability: Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad.
• Communicating Effectively: Communicate in a respectful tone and manner, communicate issues in a timely manner, communicate well with others, write and/or type clearly and accurately in a variety of context and formats.
• Patient/Customer Focus: Provides patient-centered customer service, ensures commitments to patients are met, and demonstrates the ability to deliver services and respond to patients in a timely, accurate, courteous, respectful, and friendly manner.
• Decision Making/Judgment: Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization.
• Promotes Talent: Values the difference that each employee makes and connects their role to organizational and team success.
• Supporting Change: Embraces change; maintains a constant focus on efforts to improve performance, quality, and efficiency of work processes

QUALIFICATIONS

One-year experience in a healthcare setting. Experience working in a highly service-oriented environment where metrics and measurement tools are leveraged to assess results; experience working with multiple healthcare service lines.

Preferred Qualification: Bilingual in English and Spanish. Experience working with under-resourced populations.

Skills & Knowledge: Knowledge of standard healthcare practice policies and procedures. Experience working on computers and Knowledge of Microsoft Office software products. Ability to work with practice management and EHR systems. Knowledge of health insurance plans. Knowledge of healthcare terminology, procedures, and practice. Knowledge of HIPAA regulations. Excellent verbal and written communication skills. Ability to work independently and to use good judgment. Ability to work effectively and harmoniously with co-workers.

WORK CONDITIONS

Working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances.

ENVIRONMENT:

• Approximately 75% of the time performing job duties is spent indoors, within a standard clinic environment.
• Approximately 75% of the time is spent on the computer.
• Approximately 75% of the time is spent interacting with clients/patients and colleagues.
• Noise level in the work environment is usually moderate.
• The temperature of the work environment is moderate and ranges from 65 – 80 degrees.

PHYSICAL DEMANDS:

• Seldom (1–5%): smell, drive, and reach above shoulders
• Occasionally (6-33%): bend, twist, push, pull, climb, squat, crawl, kneel, and drive
• Frequently (34-66%): sit, reach with hands and arms; climb or balance; stand and walk; grasp with hands and fingers; and lift up to 20 lbs
• Continuously (67-100%): use hands to finger, handle or feel objects, tools, or controls; see (including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus), hear and speak; key (i.e., computer, calculator, telephone); and lift (up to 10 lbs.).

Job Types: Full-time, Temporary

Pay: $19.00 - $21.00 per hour

Healthcare setting:

• Clinic
• Outpatient

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Santa Cruz, CA 95060: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: One location

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