Client Care Professional

The Organization

Through clinical services, education, and research, The Family Institute at Northwestern University is one of the nation’s leading relationship-based behavioral health organizations committed to strengthening and healing children and adolescents, couples, families, and individuals. When you join The Family Institute, you are joining a team of over 230 collaborators comprised of clinicians, educators, researchers, therapists-in-training, partners, and administrators across four service sites. We are a strong, independent organization focused on advancing the world of behavioral health.    

Learn more about our culture. 

The Role

By embracing TFI’s core values, the Client Care Professional assists clients and visitors by greeting, checking in and directing them appropriately. 

Essential Job Responsibilities

• Welcome and assist clients and visitors both in person and by phone, treating all interactions with courtesy, respect, and discretion 
• Facilitate client flow by efficiently checking in clients, monitoring delays, and communicating with both clients and providers 
• Maintain calmness and efficiency during check-in by following established protocols, anticipating client needs, and prioritizing to keep appointments on time 
• Enter new client data and ensure registration and billing information is complete and accurate in the EHR’s practice management system 
• Collect required forms and documentation from new clients when needed 
• Conduct daily reminder calls for new clients, collecting missing registration information, offering directions and parking instructions, and encouraging completion of new client questionnaires and documentation 
• Conduct daily pre-visit tasks, including utilizing practice management systems, online systems, phone communication, and other resources as needed to verify eligibility and benefits prior to each client sessions in the appropriate timeframe 
• Alert clinicians and clients of issues verifying eligibility and benefits prior to client arrival, and coordinate with Client Care Specialists to re-schedule sessions if needed 
• Maintain sufficient understanding of insurance protocols for co-payments and network participation to explain out-of-pocket liabilities for collection 
• Maintains knowledge of TFI policies and procedures impacting clients in order to provide excellent point-of-service service when clients have questions or additional needs 
• Redirect clients to the appropriate specialist for in-depth support related to billing, insurance coverage, or scheduling questions 
• Collect and record client payments at check-in, including co-pays, self-pay fees, and outstanding balances 
• Manage medical records requests and releases as a core part of the role, including: 
• Reviewing requests and Release of Information (ROI) forms, coordinating with clinicians and clients as needed, releasing records through systems such as the EHR and client portal, and consulting with Risk on complex or sensitive cases 
• Support the organization’s measurement-based care initiatives by managing client participation, assigning assessments, and maintaining accurate client profiles 
• Maintain the reception area by keeping it clean and organized 
• Remain alert to potentially disruptive situations in the waiting area and follow established safety and security protocols when concerns arise 
• Maintain office inventory and equipment by checking stock to determine inventory level and resupply as needed 
• Distribute all incoming mail, faxes, and other forms of communication to appropriate team members or departments 
• Adhere to scripting for client communication when provided 
• Provide coverage or cross-functional support to related Client Care roles as needed 
• Perform other duties as assigned by manager for business necessity