Bilingual Client Support Representative

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Who is Bridging Access to Care, Inc.: Bridging Access to Care, Inc. (BAC) is a nonprofit, multi-service, community-based behavioral health care organization committed to building healthy communities, one person at a time.

In 2012, Brooklyn Aids Task Force changed its name to BAC and successfully made the transition from an AIDS-centered organization to a multi-service community-based healthcare organization. Brooklyn Aids Task Force was the very first HIV/AIDS organization in Brooklyn prioritizing serving persons living with HIV/AIDS (PLWHA) since 1986. Today, BAC provides mental health and substance use-related social services, comprehensive HIV/AIDS care, and coordinated health care and supportive services to under-served racial and ethnic minority communities in the Brooklyn and other parts of New York City.

Bridging Access to Care, Inc. offers a competitive salary package, including health insurance, retirement plan, paid time off, and opportunities for professional development.

JOB SUMMARY : The Bilingual Client Support Representative provides compassionate, front-line support to clients in a busy mental health clinic, ensuring a welcoming and responsive environment. This role involves assisting Spanish-speaking clients with appointment scheduling, insurance verification, and general inquiries while maintaining confidentiality and cultural sensitivity. The representative also serves as a liaison between clients and clinical staff, supporting smooth communication and service coordination.

EDUCATION EXPERIENCE:

• MINIMUM: High School Diploma/GED or equivalent required,
• Associates degree or higher, strongly preferred.

WORK EXPERIENCE:

• MINIMUM : Four (4) years' related experience with less than an associate's Degree
• MINIMUM: Two (2) years' experience with an associate's degree or higher

LANGUAGE SKILLS:

Bilingual/Spanish speaking required. Must be able to read, write, speak, and comprehend Spanish and English.

CERTIFICATION:

Certified Medical Administrative Assistant strongly preferred

DUTIES AND RESPONSIBILITIES:

Client Interaction & Customer Service

• Meets and greets clients, creates a welcoming environment (make coffee, set up refreshments and put snacks on display in waiting area)
• Promotes and upholds excellent customer service - Trauma-Informed & HIPAA compliant
• Answers phones in a friendly and professional manner; making all callers feel welcomed and heard
• Confirming client appointments via phone
• Provides educational material regarding mental health and wellness
• Builds and maintains professional relationships with clients and referral sources
• Appropriately handles confidential information
• Report client concerns or observations to supervisory staff

Communication & Coordination

• Sends messages to treatment team regarding client calls, in addition to calls from lawyers, doctors, or other providers
• Ensures referrals are scheduled within 24 hours or less
• Ensures appropriate coverage for the front desk daily

Scheduling & Calendar Management

• Ensures eCR calendar is accurate and up-to-date on a daily basis
• Establishes clients in eCR for intake process—create ID number if needed, enter and collect demographic and referral information

Insurance & Billing

• Verifies client insurance coverage through eligibility portal on a daily basis
• Obtains prior and continued authorizations from various commercial plans and some Managed Care Organizations
• Ensures up-to-date patient health insurance and identification cards are uploaded in the EMR system/eCR
• Responsible for day-to-day patient health insurance eligibility and updates in the EMR system/eCR
• Notifies patients, family members, physicians, and/or supervisors of network insurance coverage issues that may result in coverage reduction
• Assists clients with obtaining sliding scale fee payment, including gathering documents, calculations, and informing clients of their payment responsibility
• Registers patients efficiently and effectively to ensure correct claims processing documents and adherence to patient privacy guidelines
• Collect co-pays

Administrative Support & Documentation

• Checks emails and responds in a timely manner
• Mails and uploads admission, discharge, and appointment letters
• Uploads necessary documents into the eCR
• Distributes and requests card fare as appropriate

Other:

• Other duties as assigned are based on program needs.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Strong computer proficiency in Microsoft Word, Excel, Computer skills,
• Knowledge of Medical billing thorough understanding of insurance benefits for Medicaid/Medicare, Medicaid/HMO, and private insurance companies.
• Knowledge of Billing Practices (ICD10)
• Strong Customer/Client/Patient Service experience required.
• Trauma Informed Care Experience strongly preferred.
• Electronic Medical Records Experience strongly preferred.
• Experience working with clients with Severe Mental Illness (SMI), Substance Abuse, or Co-occurring Disorders required.

Job Type: Full-time

Pay: $23.00 per hour

Expected hours: 35 per week

Benefits:

• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Paid training
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

People with a criminal record are encouraged to apply

Experience:

• EHR systems: 1 year (Required)
• client care coordination : 1 year (Preferred)
• health insurance validation : 1 year (Preferred)
• HIPAA: 1 year (Required)
• Data entry: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: In person