Client Service Coordinator - Workforce Health (40 Hrs/Wk)

Riverside Healthcare
Bradley, Illinois
Full Time

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Overview

The Workforce Health Client Service Coordinator is responsible for delivering exceptional service to clients of Riverside Healthcare's workforce health programs. Under indirect supervision, the Coordinator performs clerical and administrative tasks while managing client interactions, coordinating services, and ensuring the efficient delivery of occupational health services.

The Client Service Coordinator will directly increase market share by initiating and maintaining a positive relationship with employers and promoting the use of Riverside HealthCare services and facilities. Through face-to-face contact, phone contact, and correspondence the Client Service Coordinator will promote the services of WorkForce Health and the entire Riverside HealthCare system as well as analyze the market and plan for the most efficient use of resources.This role also involves handling drug screening processes, adhering to Department of Transportation (DOT) regulations, and maintaining accurate records to support client and organizational needs.

Essential Duties and Responsibilities:

Client Support and Relationship Management:
- Serve as the primary point of contact for clients, addressing inquiries and providing information about workforce health services.
- Develop and maintain strong relationships with clients to ensure their needs are met and expectations are exceeded.
- Initiates sales process by scheduling appointments; making initial presentation; understanding account requirements
- Assist clients with scheduling services, including health screenings, occupational health assessments, and other workforce-related services.
- Closes sales by building rapport with potential client, explaining product and service capabilities, overcoming objections; preparing contracts
- Expands sales in existing accounts by introducing new products and services; developing new applications
- Generate new business using existing and potential customer networks as defined by WFH Director.
Service Coordination and Execution:
- Coordinate and facilitate the delivery of workforce health services, ensuring timely and efficient service provision.
- Maintain knowledge of all service lines provided by WFH and acts as a resource for client inquiries. Including but not limited to OSHA,
- DOT regulations, Hearing conservation, Police and Fire physicals
- Resolve conflicts and provide solutions to customers in a timely manner
- Develops client specific protocols for reference of services and updates protocols accordingly
- Collaborate with internal teams to ensure client-specific needs are understood and met, including coordinating with healthcare providers and administrative staff.
- Monitor service delivery and client satisfaction, identifying areas for improvement and implementing solutions as needed.
- Identifies market potential by qualifying accounts
Clerical Functions:
- Perform clerical tasks such as patient reception, appointment scheduling, computer data entry, maintaining patient files, scanning, and sorting mail.
- Accurately register all patients in the Agility PM software system, ensuring correct demographics and scheduling of services.
- Check patients out, enter appropriate medical activity, post payments, and reconcile deposits for end-of-day processes.
Drug Screening and DOT Compliance:
- Manage all aspects of drug screen processing, reporting, and filing, including adherence to DOT guidelines and consortium requirements.
- Perform and document drug and alcohol collections, including breath alcohol testing, in accordance with best practices and regulatory standards.
- Maintain knowledge of DOT guidelines and ensure accurate reporting and record-keeping for drug and alcohol testing.
- Assist with on-site clients as needed and rotate on-call duties for drug screens.
Documentation and Reporting:
- Generate and distribute quarterly consortium updates and maintain client databases for random drug testing picks.
- Input and document breath alcohol results in the computer system, ensuring timely reporting to clients.
- Work with the Medical Review Officer (MRO) to process positive drug screens according to established standards and protocols.
Process Improvement and Team Collaboration:
- Promote teamwork among co-workers and adhere to patient satisfaction principles.
- Update protocols and communicate client concerns with the Director and Program Manager.
- Act as an administrative backup for Agility software and support other departments as needed.
- Participates in community organizations, events and conferences- brings pertinent information back to team to discuss
- Communicates and develops onsite schedule that accounts for the needs of the client as it relates to staffing for both onsite and clinic
- Maintains confidentiality of all records and patient communications.

Nonessential Tasks:

Assist with administrative tasks and departmental projects as assigned.
Participate in team meetings and contribute to continuous improvement efforts.

Responsibilities

Required Education/Licensure:

High school diploma or its equivalent required.

Preferred Education/Licensure:

MRO Assistant certificate preferred or willingness to obtain.
DOT certified train-the-trainer certificate preferred or willingness to obtain.
Certification in drug and alcohol collections and DOT drug and alcohol training preferred.

Required Experience:

2 to 3 years of experience in customer service, receptionist roles, or working with DOT regulations.
2 to 3 years of experience in sales or marketing with a working knowledge of software programs designed to assist in management and planning of sales.
Ability to work with accuracy in an automated environment and proficiency in computer knowledge and experience.
Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively.
Excellent interpersonal and communication skills, with the ability to interact respectfully with clients, team members, and patients.
Competency in Agility, EPIC, and understanding of company protocols.
Requires strong communication and negotiating skills, both verbal and written, with the ability to be comfortable in several different settings and with a wide variety of people.

Preferred Experience:

Experience in a physician office or other healthcare setting preferred.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Riverside Healthcare offers a comprehensive suite of Total Rewards: benefits and nationally rated employee well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more so your journey at and away from work is remarkable.

Our Total Rewards package includes:

Compensation

Base compensation within the positions pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift differential, on-call
Opportunity for annual increases based on performance

Benefits - .5 to 1.0 FTE

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

Benefits - .001 to .49 FTE:

Paid Leave Hours accrued as you work

Employee Health Requirements

Exposure/Sensory Requirements:

Exposure to:

Chemicals: N/A
Video Display Terminals: Average
Blood and Body Fluids: Specimen handling
TB or Airborne Pathogens: None.

Sensory requirements (speech, vision, smell, hearing, touch):

Speech: Training/presentations, telephone communication, facilitating meetings.
Vision: Read computer screens and printouts, memos, communications, documentation, and literature.
Smell: Sensitivity and recognition of odors derived from various cleaning processes, odors generated from malfunctioning equipment.
Hearing: Telephone communications, meetings, and equipment operating characteristics.
Touch: .Writing and computer entry, filing.

Activity/Lifting Requirements:

Percentage of time during the normal workday the employee is required to: