Client Support Specialist

POSITION TITLE: Client Support Specialist
DEPARTMENT: HHS Behavioral Health
LOCATION: Tukwila, WA
REPORTS TO: Administrative Supervisor
FLSA STATUS: Non-Exempt; Full-Time
WAGE RANGE: $29.05 - $33.40

CLOSING DATE: 5/14/2025

***If you are an American Indian/Alaska Native and/or a Veteran and would like this to be considered preference in hiring, please upload documentation with your resume and cover letter. Acceptable documentation includes Tribal Enrollment card, a letter from your Tribe stating your enrollment, or BIA 4432 and/or DD214.***

Position Summary:

Ensures the efficient and effective delivery of program services by providing support to clients and providers in the form of care coordination and service navigation. Assists clients with gaining timely access to benefits and services. Serves as a backup for other administrative positions within the program. Maintains professionalism in all interactions with internal and external stakeholders. Adheres to HIPAA and confidentiality requirements. Honors and represents the mission, vision, and values of the Cowlitz Indian Tribe (CIT) and Health and Human Services (HHS) department.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Guides new and existing clients through the CIT HHS registration process during client orientation appointments. This includes verifying tribal enrollment and insurance benefits and entering and scanning client information into the electronic health record system.
• Evaluates and determines client eligibility for tribal and community services, as well as potential funding resources. Works to identify and eliminate obstacles in accessing these services.
• Provides assistance with applying for and acquiring benefits as a certified Tribal Assister.
• Verifies clients' insurance and alternate resources for behavioral health coverage, ensuring eligibility and coverage details are accurately documented, communicated to the billing department, and accurately input into the patient registration system on an ongoing basis.
• Collects fees and payments from clients, ensuring accurate and timely processing. Conducts outreach as needed to maintain clients' accounts in good standing.
• Coordinates clients care with internal and external providers and agencies as requested by a provider including but not limited to, arranging inpatient or outpatient treatment services.
• Supports client engagement by effectively identifying needs, coordinating with program staff, and referring to internal services and external partners to meet those needs.
• Consistently documents client contacts and care coordination activities within established timeframe requirements in the electronic health record system.
• Tracks, records, and reports on client and program data as requested.
• Help clients determine their eligibility for Tribal enrollment and assist with the enrollment process. Responsible for documenting and maintaining contact information and enrollment criteria for federally recognized Tribes.
• Conducts urinalysis tests as requested; and routes to appropriate clinician; prepares and processes urinalysis requisitions.
• Serves as a backup to program assistants and other administrative staff by providing coverage, scheduling appointments, answering a multi-line phone, and performing other administrative tasks as requested. Manages a client support specialist clinic schedule in the provider electronic scheduling system.
• Participates in staff meetings as requested.
• Adapts to changes in safety protocols and procedures.
• Works collaboratively in a team environment to achieve shared goals.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of traditional forms of government and tribal customs and traditions.
• Knowledge of proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of basic medical terminology is preferred.
• Knowledge of office software including Microsoft Office Suite and Adobe preferred.
• Knowledge of patient registration and general front office responsibilities in a healthcare setting required.
• Knowledge of policies and procedures related to HIPAA, Medicare, Medicaid, and insurance programs.
• Skill in navigating database software programs in a Windows environment including electronic health care systems.
• Skill in interpersonal communication.
• Ability to maintain confidentiality.
• Ability to establish and maintain professional relationships and contribute to the creation of an inclusive environment.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to handle multiple tasks and meet deadlines.
• Ability to exercise independent judgment.

Minimum Qualifications:

• High School Diploma/GED; AA degree preferred.
• Five years related experience required.
• A combination of relevant education and related work experience may be considered.
• Valid drivers license and auto insurance are required when driving vehicles for work-related purposes.
• Obtain and maintain BLS/CPR and AED certifications.
• Experience working within American Indian and/or Alaska Native communities preferred.
• Must be able to successfully pass a background screening investigation according to the established requirements below.

Tribal preference in accordance with Cowlitz Indian Tribe Code and CIT Employee Policies and Procedures Handbook shall apply to all positions. All positions are required to adhere to CITs established safety policies regarding vaccine requirements and personal protective equipment (PPE).

Background Investigation Requirements:

• Pre-employment drug screen.
• Reference checks including education and employment verification.
• Federal, state, and/or tribal criminal history and sanction checks including fingerprint verification.
• Has not been found guilty of, charged with, received a deferred sentence, received a conditional discharge of, or entered a plea of not contest to, or entered a plea of guilty to any one felony or misdemeanor crimes of violence, sexual assault, molestation, exploitation, or sexual contact; prostitution; or crimes committed against person(s) or children.

Physical Demands:

While performing the duties of this job, the employee regularly is required to sit; use hands to finger, handle, or feel; and communicate effectively. The employee occasionally is required to move throughout the facility; and reach with hands and arms. The employee is occasionally required to lift up to 20 pounds. Specific vision abilities required by this job include close vision and clarity of vision at long distance.

Work Environment:

Work is generally performed in an office or clinical setting with a moderate noise level. Employees may be exposed to bodily fluids, blood-borne pathogens, and infectious diseases. Situations occur where PPE (personal protective equipment) is needed. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common.