[Hiring] Client Services Analyst @Catalight

Role Description

The Client Services Analyst (CSA) reports to an Assistant Manager, Client Services in the Easterseals Northern California Family of Companies. The CSA is responsible for developing a care team and schedule for designated/assigned number of clients. The CSA is responsible for analyzing practitioner availability to build a client team based on client availability and independently presenting it to caregivers, while managing the assigned client schedules to ensure that all state and funder source requirements are met.

• Handle a variety of complex escalations directly with caregivers and clinicians by independently de-escalating situations and identifying alternative solutions that align with schedule offer requirements.
• Independently responsible for management of assigned group of clients, ensuring client schedule offers are made within required timeframes and meet requirements based on service type and authorized hours.
• Form new treatment groups for clients by utilizing matching criteria and re-group recommendations.
• Maintain ongoing group treatment that may require movement to existing placements.
• Ensure full recurring schedule offers are presented to begin within 10 business days of a client’s assessment report being approved or acceptance of a direct to treatment client.
• Collaborate with provider clinical and administrative teams to meet client direct care hours needed.
• Ensure all assigned clients receive appointment offers every 10 business days to remain in compliance with California’s timely access to care regulations.
• Provide coverage and support for other Analysts as needed.
• Receive inbound and place outbound phone calls, respond to emails and correspondence in custom application.
• Maintain accurate and reliable documentation at all times in client health care records.
• Responsible for efficiently analyzing reports that support client hours management and staff hours.
• Design schedules for clinical management that strategically optimize their time for client facing appointments.
• Responsible for managing a personal work queue of a high volume of incoming requests from clients, caregivers, and clinical team members.
• Provide responses or resolutions that are aligned with timely action agreed upon as a shared service.
• Meet regularly with clinical management regarding client schedules.
• Intermittently provide backup and support to other Client Services roles as needed.
• Other duties as assigned.

Qualifications

• 2+ years of experience in a scheduling/customer service role.
• AA degree preferred.
• Experience in a healthcare setting preferred.
• Bi-lingual in Cantonese or Spanish a plus.

Requirements

• Must be able to communicate effectively within the work environment, read and write using the primary language within the workplace.
• Visual and auditory ability to work with clients, staff and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computer and cell phone for effective communication.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
• Experience analyzing various scenarios to identify the most effective utilization of staff to meet client needs.
• Knowledge of scheduling systems and processes.
• Knowledgeable in a variety of service lines with expected direct treatment care hours minimum ratio to meet standard obligations as outlined by Department of Managed Health Care (DMHC).

Benefits

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ).
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend any required training.