One of the many client facing roles at my particular agency that I
selected is a Client Access Representative (CAR). The different roles
and responsibilities this profession does include but are not limited to
the following:
• Serve as the first point of contact for those seeking Behavioral
Health Services, greet individuals in a welcoming and inviting
manner.
• Use active listening skills to support the scheduling process and
identify the best possible solutions to meet individual needs.
• Problem solve with individuals seeking services to identify and
address barriers to attending appointments, such as
transportation or lack of technology resources. Refer to
appropriate member of the CHBS interdisciplinary team for
further assistance, as needed.
• Serve as a key partner of the CHBS engagement team and
process by obtaining relevant information regarding an
individual’s needs, who may present in crisis or requesting
services, to initiate the most appropriate next steps.
• Gather information from referral sources to facilitate
appropriate access to services.
• Act as an agency liaison for internal and external programs to
promote positive communications.
• Process incoming telephone calls, refer to appropriate staff,
take messages and respond to requests for information.
• Type and maintain correspondence including letters, forms,
reports, logs and charts as required by the program.
• Generate and maintain department or program specific reports,
databases, charts and records as directed.
• Schedule all clinical appointments, program or department
trainings or meetings, and special events.
• Record by date incoming mail, lab and medical reports; route
and distribute.
• Initiate billing activity by obtaining complete insurance
information upon intake, verify coverage, obtain authorization,
monitor plan and benefit limits.
• Collect plan co-payments and unpaid balances at time of
services.
• Assist in short-term and long-term special projects, as
necessitated by program, department or Agency need.
• Ensure compliance with all pertinent government and agency
regulations and operating standards.
• Coordinate Medicaid transportation and interpreter services.
• Maintain a general understanding of internal resources and
community supports available to address needs of individuals
presenting for services.
• Ensure HIPAA compliance with incoming and outgoing
authorizations to release information.
• Establish a work environment that creates positive
communication between supervisors and employees and
assimilates new employees to the Agency’s culture, values and
mission.
• Ensure compliance with all pertinent government and agency
regulations and operating standards
This roles relates to the steps of the larger helping process used by
listening to the patient attentively while scheduling appointments,
doing referrals, and also by coordinating different services for the
client. Also, this profession does the paperwork and reviewing of
information before the appointments even start (by making sure it is
all correct during the referral/ intake stage).
Sources:
Upstate Cerebral Palsy (2022).
Upstate Cerebral Palsy Hiring Client
Access Rep in Utica New York.
https://www.linkedin.com/jobs/view/client-access-rep-at-upstate-
cerebral-palsy-3345748465
