Financial Specialist

JOB PURPOSE: The Financial Specialist is responsible for fielding inbound calls, leads, files and completing accurate assessments while assuring they are completed in a timely fashion. This position is of critical importance and ensures that client files are maintained and stay within compliance guidelines while communicating critical information to the Supervisory staff on duty to further the file toward close or exhausting the opportunity prior to disqualification.

Job Duties and Responsibilities

1. Complete full & accurate lead conversion and qualification.

2. Create & update client Salesforce accounts with all necessary documentation and demographic information available.

3. Always practice customer service etiquette.

4. Follows and conforms to Zinnia Health's drug and alcohol work policy.

5. Correctly documents his/her hours into Zinnia Health's web clock system.

6. Utilize available resources and follow protocol to answer questions.

7. Gather client information, treatment history, and insurance information.

8. Complete thorough Clinical Assessments with all viable cases for further consideration by supervisory staff on duty.

9. Follow HIPAA regulations always, regarding client information.

10. Understand federal and state requirements regarding client confidentiality and the principles of maintaining protected health information (PHI).

11. Assist supervisory staff with any follow up requirements associated with any file in the system requested.

12. Audit client accounts to ensure their file is complete and maintain compliance.

13. Communicate and work effectively with all team members and supervisors.

14. Attend and participate in company meetings and training.

Expectations

1. DEPENDABILITY - Employee can be counted on to complete assigned tasks in a timely manner with little supervision. Accepts responsibility when necessary to see that the job gets done.

2. ATTENDANCE AND PUNCTUALITY - Is prompt and on time for work, assignments and meetings. Notifies supervisor prior to lateness or absence. Understands that excess absences pose a hardship on other employees.

3. JOB SKILLS ANDKNOWLEDGE - Employee understands and displays the ability to utilize all required systems including Salesforce, KIPU, and Call Tracking Metrics

4. Employee works cooperatively with other community resources and referral sources to coordinate services to clients.

5. QUANTITY AND QUALITY OF WORK - Cares about the quality and accuracy of work being produced and inputted in Salesforce, KIPU and Call Tracking Metrics. Accepts responsibility for completing job tasks. Uses time productively and efficiently.

6. ATTITUDE - Demonstrates a cooperative, positive, and enthusiastic attitude toward fellow employees, clients and visitors. Maintains a positive attitude in carrying out assignments and is helpful and courteous to fellow employees.

7. CONFIDENTIALITY - Know and follows confidentiality law and procedures at all times.

8. COMMUNICATION SKILLS-Is effective in written and oral expression. Demonstrates proper telephone etiquette and able to communicate easily with clients, referral sources, and visitors in an appropriate manner. Relates to clients and co-workers in a respectful and professional manner.

9. CONDUCT - Conducts oneself in a manner consistent with the agency's code of ethics and code of conduct. Shows professionalism in office setting.

10. FLEXIBILITY / HANDLING EMERGENCIES - Responds well to changing situations or routines. Handles crisis situation calmly and professionally.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

1. Analytical-the individual synthesizes complex or diverse information.

2. Problem solving-the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. Utilizes available resources to answer questions and provide solutions

3. Oral communication-the individual speaks clearly and persuasively in positive or negative situations, demonstrates customer service etiquette

4. Organization-the individual is able to maintain client records in an organized fashion

5. Inspires and motivates others to perform well and accepts feedback from others.

6. Management skills-the individual includes staff in planning, decision-making, facilitating and process improvement; makes self-available to staff; provides regular performance feedback; and develops subordinates' skills and encourages growth.

7. Quality management-the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness when entering information into KIPU, Salesforce & Call Tracking Metrics

8. Judgment - the individual displays willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions.

9. Planning/organizing-the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

10. Safety and security-the individual observes safety and security procedures and uses equipment and materials properly. Follows HIPAA regulations regarding client information

Minimum Qualifications Education / Experience

1. High school diploma with related work experience

2. No certificate or license is required for this position

4. Technical Phone skills

5. Proven experience in treatment and recovery information dissemination.

6. Computer expertise - basic

7. Written follow-up and tracking, including timeliness of information delivery

Work Environment Characteristics

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Noise Level - usually quiet

2. Physical Demands - employee is frequently required to sit; employee must occasionally lift and / or move up to 25 pounds