Job Information
FACT - Family, Adult & Child Therapies FINANCIAL MANAGEMENT SERVICES (FMS) INTAKE CUSTOMER SERVICE REPRESENTATIVE in Los Angeles, California
When you work for FACT, you become part of the FACT Family. Employees are part of a high-performing team that works to ensure the maximum benefit to our clientele, while also instilling a sense of fulfillment and accomplishment for our staff.
FLSA Classification: Non-Exempt (hourly) Job Status: Full Time Reports to: Budget Supervisor or Director
Position Summary At the direction of the Budget Supervisor or Director, the Intake Specialist is responsible for introducing potential participants to FACT. During the initial consultation the Intake Specialist provides participants with information about Self Determination Program, FMS services and service models, collects detailed information about the potential participant and the services needed, receives and distributes important documentation, and informs potential participants of their rights and duties.
Task/Competency Intake Coordination Answer phones and transfer calls promptly on a multi-line phone system, address customer concerns immediately, and escalate as needed to address concerns. Responsible for new intake information and securing authorization before the start of services. Performs orientation call with participant and their circle of support to explain timeline protocol for set-up and timeline expectations. Assist participants and their Independent Facilitators and vendors in distribution and collection of all needed documentation. Verify that documentation qualifies the participant for ordered services with minimal assistance and forward it to budget supervisor for final review. Collect and maintain all supporting documents such as vendor enrollment forms, MOUs, POSs, acknowledgment forms, and spending plans. Maintain accurate notes in FACT systems in addition to current data for assigned caseload and providers, including all conversations and correspondence with referral sources. Schedule participant appointments and prescreening meetings in software, as needed. Document payment requests and receive approvals before submitting orders and invoicing. Update and distribute participant statements. Distribute notices to participants. Ensure that intakes are timely and accurate. Ensure that appropriate internal depts or outside agencies have the necessary information to ensure smooth coordination of services for participants. Adheres to all HIPPA laws and maintains complete confidentiality regarding all participant files, performs data entry, and track statistics regarding participant files. Inform the Supervisor of any participant/customer/equipment/software problems or concerns. Assists with special projects and research as assigned. Performs other FMS functions as required.
Must-Have: Customer Communication and Responsibilities Great all walk-ins and receive all deliveries. Have a friendly "can do" and professional manner. Listen to customers to identify their needs and "check for understanding". Be considerate; avoid confrontation and defensiveness when interacting with participants, vendors, parents, etc. Resolve customer situations/problems and request assistance when necessary.
FMS Intake Specialist other Responsibilities include but are not limited to: Other Responsibilities Support the FACT mission and culture by demonstrating our core values. Report all software and hardware (i.e., printers, scanners, phones, desktops, laptops) issues to the Supervisor. Basic equipment troubleshooting and organizational knowledge of function after training. Collaborate with enrollment and authorization teams to ensure smooth transitions and maintain projected start dates. Obtaining basic understanding in service codes and service regulations. Assist with Reception/Administrative duties and company events as needed. Attends training (statewide meetings, regional meetings, etc.) as assigned. This position will participate in a backup coverage rotation and will be expected to cover shifts outside of heir normal assigned schedule as needed. This position will need to have a flexible schedule that may include working overtime. These responsibilities are carried out under the direction of the FMS Budget Supervisor
EDUCATION AND KNOWLEDGE REQUIREMENTS Essential knowledge and specialized subject knowledge required to perform the essential functions of the job:
Job Requirements/Evaluation Factors: REQUIREMENTS: Care about the developmentally disabled population. Detail Oriented and has the ability to adapt to a frequently changing environment. A High School Diploma with some college or bachelors degree is strongly preferred. Possible Bachelors degree (BA/BS) preferred Excellent verbal and written communication skills. Minimum of one year of customer service experience within the last four years. Nonprofit experience with training in person-centered thinking a plus. Excellent interpersonal skills; self-driven, motivated, and results oriented. Advanced computer skills using Microsoft Office Suite including Word, Excel, Outlook, TEAMS, and ability to learn FACTs internal systems. Ability to successfully handle multiple tasks simultaneously and manage priorities. Strong organizational, problem-solving, and analytical skills. and workflow. Ability to deal effectively with diverse individuals at all organizational levels. Thrive in a fast-paced environment. Must pass a background check. Bilingual in Spanish is a plus.
OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.