The Role
The Client Access Representative greets clients, manages health records, verifies insurance, schedules appointments, and provides customer service to support integrated care.
Summary Generated by Built In
The mission of the Colorado Coalition for the Homeless is to work collaboratively toward the prevention of homelessness and the creation of lasting solutions for homeless and at-risk families, children, and individuals throughout Colorado. The Coalition advocates for and provides a continuum of housing and a variety of services to improve the health, well-being, and stability of those it serves.
Our Philosophy of Service: We believe all people have the right to adequate housing and health care. We work to remove the barriers that restrict access to these rights. Society benefits when adequate housing and health care are available to everyone. We create lasting solutions to homelessness by:
· Honoring the inherent dignity of those we serve, affirming their capabilities and fostering their hope that a better life is possible.
· Building strong, caring and trauma-informed communities through the integration of housing, health care and supportive services.
· Advocating for social and racial equity, inclusion and diversity, and challenging the status quo in partnership with our workforce members and those we serve.
· Achieving excellence through continuous quality assurance, innovation and professional development.
· Using resources judiciously and effectively.
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 front line 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.
The Client Access Representative works within a multi-disciplinary care team, performing both independent and delegated duties including registering and scheduling clients for health-related services, maintenance of the health information system and uphold confidentiality in accordance with state and federal regulations. Additionally, this teammate works as a member of the Front Desk team to help manage the lobby setting, greet and provide direction to clients, vendors, contractors, etc., along with performing various other customer service and office-related tasks.
Additional Requirement
- Valid driver’s license required. This requirement may be waived, if necessary, based on overall candidate experience and current needs of the business.
Essential Job Functions
- Serves as the first point of contact for patients, clients, visitors, and vendors, providing a professional, trauma-informed and culturally responsive experience.
- Independently initiate 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.
- Conduct 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.
- 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.
- Scheduling and check-in for client appointments.
- Make daily reminders calls, supporting appointment adherence and client engagement to ensure continuity of care.
- 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.
Qualifications Summary
- High school diploma or equivalent required.
- Previous customer service, front desk, or medical office experience preferred.
- Experience working with vulnerable or underserved populations strongly preferred.
- Bilingual English/Spanish speaking is required.
- 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.
- Ability to organize, prioritize, and manage multiple tasks in a fast-paced environment with frequent client interaction.
- 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.
Knowledge, Skills and Abilities
Employee must be able to perform essential job functions with or without reasonable accommodation and without posing a direct threat to safety or health of self or others. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Employee will perform job according to applied laws. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Colorado Coalition for the Homeless is committed to delivering services, making employment-related decisions, selecting volunteers, and selecting vendors without regard to age over 40, race, sex, color, religion, creed, national origin, ancestry, disability, genetic information, marital status, sexual orientation, gender identity, gender expression, pregnancy, medical condition related to pregnancy, military status, or any other applicable status protected by law.
Skills Required
- High school diploma or equivalent
- Previous customer service, front desk, or medical office experience
- Experience working with vulnerable or underserved populations
- Bilingual English/Spanish speaking
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The Company
What We Do
The Colorado Coalition for the Homeless is a 501(c)(3) non-profit organization dedicated to addressing the causes and consequences of homelessness in Colorado. They provide a comprehensive approach that includes housing, integrated healthcare, substance use treatment, employment services, and childcare. Their mission is to improve the health, well-being, and stability of individuals and families experiencing homelessness through compassionate, patient-centered care and advocacy for justice and long-term housing stability.
