Client Care Professional

The Family Institute at Northwestern University
Job Description
The Family Institute has several openings for Client Care Professionals, both part-time and full-time opportunities, at our Evanston, Millennium Park (Chicago Loop) and Northbrook offices. This position plays a key role with our clients and visitors as their first point of contact.

By embracing The Family Institute’s core values, the Client Care Professional assists clients and visitors by greeting, checking in and directing them appropriately.

Primary Responsibilities
  • Welcome all clients and visitors by greeting them, both in-person and on the telephone, treating them with respect and discretion
  • Answer or refer all client, prospective client and visitor inquiries in a courteous manner to optimize client and visitor satisfaction
  • Demonstrate proficiency using The Family Institute’s project management systems and EHR to conduct work activity and document client interactions when appropriate
  • Facilitate client flow by efficiently checking-in clients upon arrival, being aware of any delays and communicating effectively with both clients and providers
  • Maintain calmness and act efficiently when checking in clients, anticipating needs based on whether clients are new or returning, recognizing the time required to help each client and prioritizing clients’ needs accordingly to ensure clients see their therapist on time 
  • Gather and verify all appropriate, confidential health and financial information from clients while using appropriate computer software to assure payment for all authorized services
  • Enter new client data and/or verify client records are up-to-date, confirm the completeness of the electronic health record (EHR) and make changes as necessary
  • Adhere to all check-in processes for all clients
  • Maintain sufficient understanding of insurance protocols for co-payments and network participation to explain out-of-pocket liabilities for collection
  • Maintain knowledge of The Family Institute's policies and procedures impacting clients in order to provide excellent point-of-service service when clients have questions or additional needs
  • Refer clients to dedicated Revenue Cycle Specialists or Client Care Specialists when further explanation/education is needed regarding denied authorizations, out-of-pocket liabilities, coverage options, payment plans, scheduling, etc.
  • Collect and process client payments at the point-of-service, including co-payments, session fees for self-pay clients and outstanding balances for previous sessions
  • Collect out-of-pocket liabilities from clients upfront and apply, adjust and reconcile daily point-of-service cash reports
  • Facilitate collection of required questionnaires and required documentation for new clients when needed
  • Conduct daily pre-visit tasks, including utilizing practice management systems, online systems, phone communication and other resources as needed to verify eligibility and benefits prior to each client sessions in the appropriate timeframe
  • Alert clinicians and clients of issues verifying eligibility and benefits prior to client arrival, and coordinate with Client Care Specialists to re-schedule sessions if needed
  • Adhere to scripting for client communication when provided
  • Conduct daily reminder calls for new clients, collecting missing registration information, offering directions and parking instructions, and encouraging completion of new client questionnaires and documentation
Other Job Responsibilities:
  • Maintain the reception area by keeping it clean and organized
  • Maintain office inventory and equipment by checking stock to determine inventory level and resupply as needed
  • Distribute all incoming mail, faxes and other forms of communication
  • Coordinate medical record requests, as needed
  • Perform other duties as assigned
Job Requirements
  • Excellent customer service skills
  • Skilled at multi-tasking and managing interruptions of work tasks
  • Proficient in both oral and written communication
  • Ability to work rotating morning, evening or afternoon Saturday shifts
  • High School Degree or GED equivalent
  • Minimum of one-year experience as a receptionist; previous healthcare experience preferred
  • Experience with Microsoft Office (Outlook, Word, Excel) and internet programs
  • Experience using an electronic health system
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Contact Information

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