Client Services Analyst

Essential Job Functions

• 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

Minimum Education, Experience & Training Equivalent to:

• 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.

Requests:

• 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).

Knowledge, Skills & Abilities (organized by our company values): 

Community oriented: 

• Appreciates and demonstrates collaboration across teams. 
• Serves as a role model, bringing our core values to life in your work. 
• Appreciation for cross-departmental collaboration.
• Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.
• Personable; able to work comfortably with individuals at all levels within the organization.
• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
• Strong skill in managing conflicting priorities.

Equity informed:

• Knowledge of multiple historically excluded groups with knowledge in I/DD (intellectual and developmental disability) communities.
• Approaches work with a growth mindset, welcome feedback, and understand that humans all have biases and are imperfect as a baseline. 
• Experience working and communicating with families.
• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.

Bold:

• Navigates ambiguity with an excitement for problem solving. 
• Commitment to meet agreed upon deadlines on time or ahead of schedule. 
• Transparent on action, pursuits, and outcomes.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters.

Wellbeing driven: 

• Comfortable working independently, with focus on excellent customer care and service. 
• Ability to understand your physical, mental, social, and financial wellbeing needs with a willingness to co-create boundaries that allow you to sustainably show up and honor your humanity.
• Capacity to contribute to and help cultivate effective + sustainable wellbeing driven spaces.

Conditions of Employment

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend any required training.

About Us

For nearly 100 years, Easterseals Northern California has provided services to people with disabilities and their families, helping them live, learn, work, and play to their full potential. Today, Easterseals Northern California is a powerhouse in the autism spectrum disorder (ASD) space and it’s setting a new standard of care. Easterseals Northern California is also a founding member of one of the nation’s largest behavioral health networks delivering more than one million hours of clinical services annually to people in need across Northern California.

We are part of a family of companies, a strategic set of non-profit organizations, including the Catalight Foundation, Easterseals Northern California, and Catalight Care Services (CCS), that are working together to responsibly disrupt and transform the delivery of home and community-based care. 

Time Type:

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.