Client Access Representative - 1836

Position Summary

The Client Access Representative plays a pivotal role within a dynamic, interdisciplinary care team, serving as a critical liaison between clients/patients and the Coalition’s integrated health and social services. This role works the front desk at the Coalition’s publicly accessible sites, helping manage the lobby setting, greeting and directing clients, vendors, and visitors, and performing various customer service and office-related tasks. This position requires a high-level of autonomy, discretion, and adaptability, as it encompasses a broad range of responsibilities including client registration, insurance verification, health information management, and front desk operations. As a frontline ambassador of the organization, the Client Access Representative ensures that every client interaction is welcoming, respectful, and aligned with the Coalition’s mission, vision, and values.  

Duties/Responsibilities (Essential Functions)

• Client Access & Registration
  • Serves as the first point of contact for patients, clients, visitors, and vendors, providing a professional, trauma-informed and culturally responsive experience.
  • Independently initiates and complete comprehensive client registration processes, including verifying insurance coverage, creating health records, scheduling appointments, and accurately entering client data into the electronic health record.
  • Conducts insurance status verification and connect clients to internal insurance enrollment resources when necessary, ensuring continuity of care and financial accessibility.
  • Provides coverage across multiple client access sites in the Denver Metro Area, demonstrating flexibility and cross-functional competency.  Staffing other client access sites when coverage needs arise.
• Health Information Management
  • Maintain and manage health records in compliance with HIPAA and organizational protocols, including scanning, indexing, archiving, and secure destruction of sensitive information.
  • Process requests for disclosure of protected health information, ensuring full legal compliance and safeguarding client confidentiality.
• Administrative & Operational Support
  
  • Perform general office tasks including mail sorting, donation coordination, copying, faxing, and data entry.
  • Scheduling and check-in for client appointments.
  • Make daily reminders calls, supporting appointment adherence and client engagement to ensure continuity of care.
  • Demonstrate ongoing proficiency in electronic record (EHR) systems and other software platforms, adapting to updates and new technologies.
  • Manage incoming calls, task box assignments, and routing of communications to appropriate departments with accuracy and empathy.
• Coordination & Communication
  • Monitor and track documentation requirements for patients/clients, proactively notifying Client Access Coordinators/Managers of updates or missing information.
  • Facilitates communication between clients, providers, and internal departments to support integrated care and wrap-around service delivery.
  • Assist clients with questions and concerns, provide directions in accessing CCH services and homeless resources, and connect clients to community service providers.
• Performs other job duties as assigned.

Education, Licensure and Certifications

• High school diploma or GED required.
• Bilingual English/Spanish speaking preferred.

Experience

• Previous customer service, front desk, or medical office experience is required.
• Experience working with vulnerable or underserved populations strongly preferred.

Job Competencies

• Strong critical thinking, conflict resolution, and decision-making skills in high-pressure environments.
• Exceptional customer service and interpersonal communication, with emotional intelligence and cultural humility.
• Familiarity with homelessness-related challenges and a sensitive, respectful approach to underserved communities
• Proficiency with office equipment (computers, printers, scanners, fax, phones) and software (Microsoft Office, EHR, and practice management systems).
• Ability to organize, prioritize, and manage multiple tasks in a fast-paced environment with frequent client interaction.
• Ability to maintain accurate filing, data entry, and information organization.
• Effective teamwork and collaboration across interdisciplinary teams.
• Strong interpersonal skills to respectfully interact with individuals exhibiting a wide range of behaviors.
• Ability to implement de-escalation and crisis intervention techniques with situational awareness.
• Awareness and application of Trauma-Informed Care practices.
• Commitment to the concepts of belonging and culturally respectful service delivery.
• Ability to communicate effectively with diverse populations and deliver culturally competent services.
• Conflict Resolution & De-escalation: Ability to calmly and effectively manage difficult client interactions, using empathy and trauma-informed approaches to resolve conflicts and maintain a safe, respectful environment.

Physical Demands and Working Conditions
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job with or reasonable accommodation and without posing a direct threat to safety or health of self or others. In compliance with the Americans with Disabilities Act, CCH provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Company.

Physical Demands

Percentage of work time spent on activity →

0% - 24%

25% to 49%

50% to 74%

75% to 100%

SEEING: Must be able to read computer screens and printed documents.

X

HEARING: Must be able to hear well enough to communicate with employees and others.

X

STANDING/WALKING

x

CLIMBING/STOOPING/KNEELING

X

LIFTING/PULLING/PUSHING

X

FINGERING/GRASPING/FEELING: Must be able to write, type and use telephones.

X

Working Conditions

• Work primarily in a clinical or office setting with regular interaction with clients, staff, and providers.
• Schedule is from 8am to 4:30pm, must also be able to work 1-2 Wednesdays each month between 9AM and 6PM.
• Regular interaction with diverse and marginalized populations.