Client Access Coordinator at Rimrock Foundation in Billings, MT

Description

Client Access Coordinator

Department: Client Access Team

Positions Supervised: None

Immediate Manager: Client Access Manager

Status: Non-Exempt

JOB SUMMARY:

This position serves as a dual-function role responsible for both front desk reception operations and intake coordination for incoming Rimrock Outpatient, Inpatient, and Residential SUD clients. Acts as a primary point of contact for clients, families, visitors, and community partners by answering phones, greeting walk-ins, coordinating referrals, and facilitating intake and enrollment processes. Completes required intake documentation, assists with scheduling and financial clearance, and ensures accurate data entry and record maintenance within the Electronic Health Record (EHR).

This role maintains a welcoming, organized, and secure lobby environment while supporting clinical and administrative teams through communication, coordination, and clerical support. Ensures adherence to Rimrock policies and procedures, CARF standards, state statutes, and federal regulations including HIPAA and 42 CFR Part 2. Positively represents the organization and actively promotes Rimrock’s mission, values, and commitment to quality care and customer service.

ESSENTIAL FUNCTIONS:

Serve as the primary point of contact for clients, families, visitors, and community members; answer phones, greet walk-ins, and respond to inquiries.

Coordinate incoming referrals and client access processes for Outpatient, Inpatient, and Residential services.

Communicate and collaborate with internal teams and external partners to connect clients with appropriate services.

Complete, review, and maintain client documentation in the Electronic Health Record (EHR), including demographics, consents, and releases.

Collaborate with the Business Office to ensure financial clearance prior to enrollment in services.

Maintain a welcoming, organized, and secure lobby environment; follow visitor and security procedures.

Monitor and route incoming communications (calls, Sfax, mail) and scan documents per policy.

Serve as backup support for scheduling, admissions, and other related functions as assigned.

Accept and process payments in accordance with Business Office procedures.

Assist with Family Week and special events as needed.

Ensure compliance with HIPAA, 42 CFR Part 2, CARF standards, and Rimrock policies.

Perform other duties as assigned.

Customer Service Responsibilities:

Demonstrate professionalism, compassion, and respect in all interactions.

Communicate clearly and effectively with clients, families, coworkers, and community partners.

Anticipate and respond to client and visitor needs while maintaining appropriate boundaries.

Support a collaborative team environment and accept responsibility for individual actions.

Promote Rimrock’s mission and core values of integrity, quality, service, communication, and trust.

Quality Improvement Responsibilities:

Assures that information is collected, organized, reported and used to improve the quality of systems and services.

Obtains feedback from clients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.

Assures that resources are allocated in accordance with the priorities and plans established by the Strategic Plan.

Recognizes and appropriately reports to manager areas within scope of responsibility that fall outside the quality parameters.

Performs self-quality monitoring in order to develop and execute plans to meet established goals.

Models and promotes effective communication.

Provides timely and thorough follow-up with internal and external customers

ORGANIZATIONAL COMPETENCIES:

Accountability – Takes ownership for resolving problems, reaching goals, and serving clients, team, and organization. Accepts responsibility for own behavior. Assures that resources are allocated in accordance with the priorities of the strategic plan. Performs self-quality monitoring in order to develop and execute plans to meet established goals.

Time Management – Maximizes the use of time and resources and effectively prioritizes tasks. Completes paperwork, evaluations, and other required documentation accurately and timely.

Teamwork – Works cooperatively and capably with a wide variety of people. Actively promotes teamwork and information sharing within and across departments. Works in a spirit of teamwork and trust and maintains professional boundaries in working with others.

Flexibility – Adapts rapidly to changing work demands and priorities.

Confidentiality – Complies with all HIPAA and 42 C.F.R. Part 2 regulations relating to privacy, security, and confidentiality. Safeguards confidential information of clients, employees, and business operations

Safety – Knows and understands emergency procedures and completes incident reports within 24 hours of event with detailed information.

Communication – Consistently uses positive communication skills to promote effective interpersonal relationships. Provides timely and thorough follow-up with internal and external customers. Models professionalism by addressing others with appropriate actions, appearance, and communication. Models and promotes effective written and verbal communication.

Customer Service – Supports the organization’s customer service initiative. Strives for service excellence by seeking challenges and turning them into opportunities. Anticipates and meets needs of clients while maintaining appropriate boundaries. Displays a friendly, helpful, and approachable demeanor. Obtains feedback from clients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.

Respect – Establishes compassionate and supportive rapport with clients. Communicates tactfully and respectfully with clients, coworkers, and others.

Quality Improvement – Assures that information is collected, organized, reported and used to improve the quality of systems and services. Recognizes and appropriately reports to manager areas within scope of responsibility that fall outside the quality parameters. Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.

EDUCATION/TRAINING: Minimum of one year of experience working in the Mental Health or SUD field preferred.

SKILLS: Ability to plan, organize work and identify needed resources for clients and linking clients to resources, record keeping, speaking, writing, excellent verbal and written communication skills and computer and word processing ability and counseling skills for this population.

PHYSICAL DEMANDS: Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of a keyboard, reaching with hands and arms, and talking and hearing, approximately 70% of the time. Approximately 30% or less of the time is spent standing. Normal vision abilities required, including close vision and ability to adjust focus.

WORK ENVIRONMENT/JOB LOCATIONS: Involves everyday risks or discomforts, requiring normal safety precautions in an office setting, client care areas, sub-acute medical care areas. Work will be performed at the main facility location.