CLIENT SERVICES TECHNICIAN - Butte County, CA : Job Details

This position is in the Foster Care Program located at the Oroville or Chico office working closely with Foster Care Nurses. Bilingual is desirable but not required.

FLSA: Non-Exempt

DEFINITION

Under general supervision, interviews clients and collects documentation to determine initial and continuing eligibility for programs which provide medical and rehabilitative services such as California Children's Services (CCS) program; explains rules, regulations, eligibility requirements, and rights and responsibilities to program applicants and participants; provides a varietyof administrative and technical support to designated public health program(s); and performs related duties as assigned.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from the Supervising Client Services Technician or designee. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This classification is responsible for independently performing technical duties in support of client eligibility for various types of medical, rehabilitative, or related financial assistance programs within the public health department. Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

EXAMPLES OF TYPICAL JOB FUNCTIONS

Typical functions may include any of the following tasks, knowledge, abilities, and other characteristics. The list that follows is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks.

* Interviews and collects information and documentation from clients for use in determining eligibility for various medical or rehabilitative care or financial assistance for such programs as the California Children's Services (CCS) program; identifies the need for public assistance programs and services; explains program rules, regulations, policies, and procedures, as well as participant rights and responsibilities; ensures the accuracy of application and declaration forms.

* Applies established rules and guidelines for eligibility determination; confirms residential eligibility, calculates family income, insurance coverages, etc., and verifies information with other agencies and sources; resolves discrepancies by securing documentation, medical records, and confirmation from other agencies; confers with supervisory or professional staff in complex cases; ensures documents are processed within specified time frames.

* Processes intake referrals and ensures documentation is accurate and complete; collects assessment and/or enrollment fees.

* Completes annual renewal determination for active clients; sends out renewal letter requesting required renewal documentation including financial and proof of residency.

* Informs clients of eligibility status or suggests other options in instances of disqualification.

* Coordinates and monitors medical service-delivery to ensure that appropriate services are received; requests or sends medical records to providers and specialty care centers; contacts pharmacies and organizations responsible for case management including Child Welfare Services.

* Prepares and organizes eligibility information for client file; prepares a variety of forms, applications, records, and reports; maintains necessary case records including medical reports, service authorizations, and correspondence.

* Provides pertinent information to families to access other resources in the community; determines eligibility for maintenance and transportation services; ensures travel assistance is provided for eligible CSS families; organizes appointments and travel arrangements.

* Maintains Health Insurance Portability and Accountability Act (HIPAA) compliance at all times by properly storing charts containing clients' information.

* Enters a variety of information regarding clients into automated systems; updates information, as necessary; enters and retrieves information; opens and closes cases.

* Confers with County staff and outside agencies to evaluate client needs, medical eligibility, and the type, extent, and cost of medical care; transfers cases to other counties by sending transfer letters to the client and new county as necessary.

* Prepares and maintains a variety of reports and records related to client intake activities.

* Coordinates efforts with other agencies to ensure maximum service and support for clients.

* Performs related duties as assigned.

Knowledge of:

* Basic terminology and concepts related to health service delivery and medical treatments.

* Interviewing techniques and methods.

* Methods and techniques of accurately processing a diverse range of applications and supporting program documentation.

* Basic business arithmetic.

* Principles and practices of file and records management.

* Eligibility rules and regulations for a diverse range of programs including program policies, procedures, and processes.

* Applicable federal, state, and local laws, codes, and regulations pertinent to eligibility determination and associated medical records, including the Privacy Act and Health Insurance Portability and Accountability Act (HIPPA).

* Community resources available to clients.

* Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and County staff.

* The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

* Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability To:

* Conduct effective interviews to determine client eligibility for programs.

* Determine client program eligibility and process relevant documentation including those for financial assistance.

* Prepare reports, correspondence and other written materials related to intake activities.

* Maintain client confidentiality.

* Maintain accurate records and files.

* Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.

* Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.

* Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.

* Effectively use computer systems, software applications relevant to work performed and modern business equipment to perform a variety of work tasks.

* Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.

* Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Equivalent to completion of the twelfth (12th) grade; and

One (1) year of clerical experience involving public contact and interviewing to obtain personal information.

Certifications and Licenses:

* Must possess a valid US driver's license upon date of application. Must obtain California driver's license following hire date per California DMV regulations.

PHYSICAL DEMANDS

* Mobility to work in a standard office setting and use standard office equipment, including a computer; primarily a sedentary office classification although standing in work areas and walking between work areas may be required; occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information; ability to lift, carry, push and pull materials and objects up to 10 (this is from ERI; verify with the PDQ) pounds.

* Vision to read printed materials and a computer screen.

* Hearing and speech to communicate in person and over the telephone.

* Finger dexterity is needed to access, enter and retrieve data using a computer keyboard or calculator and to operate standard office equipment.

WORKING CONDITIONS

* Office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances.

* Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

EQUIPMENT AND TOOLS UTILIZED

* Equipment utilized includes personal computer, fax machine, and standard office equipment.

Disaster Service Worker

All Butte County employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker related training as assigned, and to return to work as ordered in the event of an emergency.