North Shore Pediatric Therapy

  • Clinical Intake Specialist

    Job Locations US-IL-Des Plaines
    Category
    Administrative
  • Overview

    The Client Intake Specialist role is designed to be the first point of contact between NSPT and a potential client and to assure peace of mind to the client from the very first call.  This involves understanding the clients’ needs and leveraging all of the benefits that the client can get from North Shore Pediatric Therapy’s multidisciplinary environment. 

    Responsibilities

    • Answer the main intake line for all potential clients
    • Explain all services NSPT is able to provide to help the client
    • Answer all questions and concerns the client may have
    • Have full knowledge and understanding of each service offered at NSPT, so that you may be able to effectively help the family determine what service is needed
    • Provide the best customer service to concerned families
    • Obtain and input client’s personal and medical information into the medical software system
    • Schedule client with appropriate therapist and service needed
    • Communicate with various departments in the company to ensure the client’s needs are met before their first visit
    • Manage and find answers from appropriate therapist staff to answer email requests from mass emails that the marketing team has sent out to out-of-state individuals who have questions for NSPT, but will not be using us for services, and be able to reply with articles, blogs regarding topics to families via email or regular mail
    • Daily upkeep of Web Intake’s and follow up with prospective clients within a timely manner
    • Provide an outlet for clients who are dissatisfied, and if necessary, ESCALATE the issue to a manager.
    • Place direct calls to the appropriate clinic as needed
    • When a known issue exists, the Client Intake Specialist will get the necessary data from other staff members, as needed, in the clinic and personally handle the situation with the client. The client Intake Specialist may need to refer the situation to the Branch Director, Billing Specialist, or whoever is the most appropriate person to handle the client’s need, and will escalate to Director of Client Experience, if necessary.
    • Participate in project management, and/or be a part of a project team
    • Attends weekly meetings in person and participate in meetings over the phone, as needed
    • Participate in training meetings to review cases and improve skills
    • Make suggestions to improve the operational efficiency and effectiveness of the company
    • Manage improvement projects to help bring value to the company
    • Other duties assigned from time to time

    Qualifications

    • Associates degree or equivalent years of experience, with a minimum of two years of experience in a healthcare setting or provider organization
    • Prior experience completing intake assessments, or working with Early Invention programs is a plus
    • Must have at least 2 years of prior customer service experience
    • Excellent oral, listening, communication and self-awareness skills
    • Excellent organization, planning, prioritization and time-management skills
    • Ability to clearly speak and hear requests and inquiries on the telephone and direct or handle their requests accordingly, as well as diplomatically handle delicate situations in a fast-paced environment
    • Must be able to multi-task while on the phone, as looking up information and entering data on the computer at the time of the phone call is required
    • Must be computer proficient, especially with Microsoft Office and the internet
    • Must be able to use a dual screen computer and accurately type a minimum speed of 45 words a minute
    • Ability to travel locally to attend quarterly team meetings
    • Ability to stand and move for 30% of the day
    • Use of hearing, hands and eyes 100% of the workday
    • May occasionally lift and/or move up to 10 lbs.
    • Office environment – can be loud at times as multiple employees are working in the same office
    • Stamina and ability to work all assigned hours

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