Job Description

Job Title: Client Service Specialist I

Department: Client Services

Reports to: Client Services Director

Hours: Full Time, 40 hours (M-F)

FLSA Status: Non-Exempt

Type: Field-Based: No

JOB SUMMARY: The Client Services Specialist’s responsibility is to fully engage and nurture the needs of

each client by effectively and efficiently processing documentation which will facilitate the coordination

of services and resources available through Counseling4Kids. Provide a high level of customer support

that is professional, personal, and sensitive to the needs of clients while adhering to C4K’s policies and

procedures. Effectively establish supportive relationship with clients, staff, and outside entities to

garner resources necessary to provide comprehensive services to all clients. The Client Services

Specialist shall perform the duties below:

ESSENTIAL FUNCTIONS:

General Administrative Duties

 Uphold the mission of the company.

 Serve as the primary contact in the reception area for clients and visitors.

 Perform general reception duties such as: maintaining the waiting area and therapeutic spaces.

 Assign and track all incoming client referrals and transfers, including:

o Obtaining necessary referral information including releases from the child’s attorney.

o Communicating with the referring party about the ongoing status and needs of the

client prior to assignment and making necessary referrals for clients when appropriate.

o Entering client data into all necessary databases, i.e. Exym.

o Entering client into the providers Medi-Cal batch once assigned.

o Checking Medi-Cal eligibility and referrals at the point of assignment.

o Open and close episodes in IBHIS System.

o Conduct PHI checks.

o Maintaining and managing a priority of service list as necessary, including prioritizing

referred clients based on urgency of need and time referred.

 Coordinate transfer of clients to new therapist when needed, including making changes in IBHIS

and Exym.

 Maintain correct client information in IBHIS and Exym, including ensuring that both systems

contain identical client/case information and correcting discrepancies as needed.

 Create and maintain client Financial Folder including:

o Complete Payer Financial Information (PFI) form and UMDAP at intake.

Client Services Specialist I Revised June 2021

 Participate in the Client Services Department’s quality assurance compliance, including

utilization review.

 Clinical Records:

o Open/close/update cases.

o Chart creation.

o Open/close/update cases in Exym and IBHIS.

o Review clinicians’ paperwork and make corrections, or alert clinician or supervisor as

appropriate.

o Enter clinical paperwork into Exym and track all incoming hard copies of chart

documentation.

o Close out of the Medi-Cal batch at discharge.

o Complete and update Service Request logs in Exym.

 Assist the clinical staff with administrative support on routine daily tasks and on special projects

(i.e. help with letter-writing, copying, faxing, contacting providers and community partners,

gathering materials, doing research, creating spread-sheets, tracking data, and creating

reports).

 Running weekly reports, scanning and filing as needed.

 Attend weekly referral meetings.

Physician Support

 Track and assign all medication referrals.

 Assist Psychiatrist as needed, including:

o Completing and tracking medication authorization forms.

o Making medication appointments and performing reminder phone calls to

caregivers/clients and providers.

o Providing translation services.

o Providing support related to the physician’s completion of required documentation of

services provided including ensuring that the medication services, goals, and signatures

are added to the Client Treatment Plan when cases are opened and at the annual CTP

renewal.

o Track completion of medication services on CTPs through reports in Exym.

 Assist with preparing for Client Service meetings and trainings as necessary.

 Participate in cross-training for administrative duties and functions and provide administrative

coverage and support when necessary.

 Other duties as assigned.

Other Duties

 Please note this job description is not designed to cover or contain a comprehensive listing of

activities, duties or responsibilities that are required of the employee for this job. Duties,

responsibilities and activities may change at any time with or without notice.

Client Services Specialist I Revised June 2021

Note: In the event that the Agency requests the regular usage of bilingual skills, the passing score of 70%

on a proficiency test is required to receive a monthly bilingual stipend; per the Agency’s Bilingual

Stipend Policy.

Competencies

• Customer Service • Collaboration • Thoroughness

• Communication • Flexibility •Teamwork

• Leadership • Ethics

Supervisor Responsibility

This position has no supervisory responsibilities.

MINIMUM QUALIFICATIONS:

• BA in psychology, social work or related field

OR

• One of the following equivalents:

• AA degree in related field and minimum 2 years relevant work experience

• 4 years related work experience in a mental health agency

• Knowledge of DMH systems and procedures

• Knowledge of the Integrated System and Medi-Cal billing

• Knowledge of Microsoft Outlook, Word, and Excel

• Bilingual English/Spanish preferred

 

Company Description

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