Client Services Analyst
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Job Description
Client Services Analyst building care teams and schedules for Easterseals Northern California clients. Managing timely appointment offers, healthcare records, escalations, and provider coordination.
Responsibilities:
- Develop care teams and schedules for designated clients
- Analyze practitioner availability and build client teams based on client availability
- Present schedules independently to caregivers and manage assigned client schedules
- Handle complex escalations with caregivers and clinicians by identifying alternative solutions
- Manage assigned client groups and ensure schedule offers meet service-type, authorized-hours, and timeframe requirements
- Form new treatment groups using matching criteria and regroup recommendations
- Maintain ongoing group treatment and move clients to existing placements when needed
- Present full recurring schedule offers within 10 business days of assessment approval or direct-to-treatment acceptance
- Collaborate with provider clinical and administrative teams to meet required client direct-care hours
- Ensure appointment offers every 10 business days for compliance with California timely-access regulations
- Provide coverage and support for other Analysts and Client Services roles
- Receive inbound and place outbound calls; respond to emails and correspondence in the custom application
- Maintain accurate documentation in client healthcare records
- Analyze reports supporting client-hours and staff-hours management
- Design schedules that optimize clinical management time for client-facing appointments
- Manage a high-volume work queue of requests from clients, caregivers, and clinical team members
- Provide timely responses or resolutions aligned with shared-service commitments
- Meet regularly with clinical management regarding client schedules
- Perform other duties as assigned
Requirements:
- 2+ years of experience in a scheduling/customer service role
- Experience in a healthcare setting preferred
- Bi-lingual in Cantonese or Spanish a plus
- Must be able to communicate effectively within the work environment, read and write using the primary language within the workplace
- Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software
- Experience analyzing various scenarios to identify the most effective utilization of staff to meet client needs
- Knowledge of scheduling systems and processes
- Knowledge of service lines and direct treatment care hour ratios to meet Department of Managed Health Care (DMHC) obligations
- Ability to multitask and manage day-to-day responsibilities without supervision
- Excellent verbal and writing communication skills
- Strong skill in managing conflicting priorities
- Knowledge of historically excluded groups and I/DD communities
- Experience working and communicating with families
- Ability to work with an ethnically, linguistically, culturally, and economically diverse population
- Ability 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 attend any required training
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