Client Services Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Develop care teams and schedules for assigned clients.

• Assess practitioner availability and create client teams based on their availability.

• Independently present schedules to caregivers and manage the schedules of assigned clients.

• Address complex escalations involving caregivers and clinicians by proposing alternative solutions.

• Oversee assigned client groups and ensure that schedule offers align with service types, authorized hours, and timeframes.

• Establish new treatment groups using matching criteria and provide regrouping recommendations.

• Sustain ongoing group treatments and transition clients to existing placements as necessary.

• Deliver complete recurring schedule offers within 10 business days following assessment approval or direct treatment acceptance.

• Work closely with clinical and administrative teams of providers to fulfill required direct-care hours for clients.

• Ensure appointment offers are made every 10 business days to comply with California's timely-access regulations.

• Provide coverage and assistance for other Analysts and Client Services roles.

• Handle inbound calls and make outbound calls; respond to emails and correspondence in the custom application.

• Keep precise documentation in client healthcare records.

• Analyze reports that support management of client hours and staff hours.

• Create schedules that enhance clinical management time for client-facing appointments.

• Manage a high-volume request queue from clients, caregivers, and clinical team members.

• Ensure prompt responses or resolutions in line with shared-service commitments.

• Regularly meet with clinical management regarding client schedules.

• Perform other assigned duties.

⛳️ Requirements

• Minimum of 2 years of experience in a scheduling or customer service role.

• Preferred experience in a healthcare environment.

• Bilingual in Cantonese or Spanish is a plus.

• Must be able to communicate effectively in the workplace and read and write in the primary language used at work.

• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), particularly Excel and related software.

• Experience in analyzing various scenarios to determine the most effective use of staff in meeting client needs.

• Familiarity with scheduling systems and processes.

• Understanding of service lines and direct treatment care hour ratios to fulfill Department of Managed Health Care (DMHC) obligations.

• Ability to multitask and handle daily responsibilities independently.

• Strong verbal and written communication skills.

• Excellent skill in managing competing priorities.

• Knowledge of historically excluded groups and individuals with developmental disabilities (I/DD) communities.

• Experience in working with and communicating with families.

• Ability to engage with a diverse population across ethnic, linguistic, cultural, and economic backgrounds.

• Capability to obtain and maintain criminal record clearance through the Department of Justice (DOJ).

• Ability to obtain and maintain clearance through the Office of Inspector General.

• Must participate in any required training.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment that values diversity and inclusion.