Communications Specialist

Department:

Client Access Team

Positions Supervised:

None

Immediate Manager:

Client Access Manager

Status:

Non-Exempt

JOB SUMMARY:

This position serves as a primary point of contact for clients, families, referral sources, healthcare providers, community partners, and staff contacting Rimrock by telephone. The Client Access Communications Specialist manages incoming calls, identifies caller needs, responds to routine questions, and connects callers with the appropriate program, department, or staff member. This role provides accurate information regarding Rimrock services, eligibility, intake processes, appointments, hours, locations, policies, procedures, and available resources.

The Client Access Communications Specialist documents interactions and follow-up needs, supports continuity of care, and collaborates with internal teams and external partners to facilitate access to services. This role handles high call volumes with professionalism, compassion, patience, and sound judgment while protecting confidential information and following Rimrock policies and procedures, CARF standards, state statutes, HIPAA, and 42 CFR Part 2.

ESSENTIAL FUNCTIONS:

1. Answer and manage incoming calls from clients, families, referral sources, healthcare providers, community partners, and staff in a professional, compassionate, and timely manner.
2. Identify the purpose and urgency of each call by asking appropriate questions and provide accurate information regarding Rimrock programs, services, eligibility, intake processes, appointments, hours, locations, policies, and procedures.
3. Triage and route calls, messages, and requests to the appropriate department or staff member, including provider-to-provider communications and other time-sensitive matters.
4. Schedule appointments or support appointment coordination and referral follow-up as assigned, ensuring callers receive clear next steps.
5. Document caller information, call history, messages, actions taken, outcomes, and follow-up needs accurately in the designated call center system, Electronic Health Record (EHR), or other approved system.
6. Follow approved communication scripts, workflows, and escalation procedures for each call type and client scenario.
7. Recognize urgent, safety-related, or crisis-related concerns and promptly transfer or escalate the call to the appropriate clinical, medical, safety, or emergency resource.
8. Address complaints and concerns professionally and empathetically, resolving matters within the scope of the role and escalating concerns when necessary.
9. Collaborate with clinical, administrative, scheduling, admissions, medical, and other internal teams, as well as external partners, to support client needs and continuity of care.
10. Remain current on Rimrock programs, services, staff responsibilities, policies, and procedures to provide accurate and consistent information.
11. Protect client privacy and maintain strict confidentiality in accordance with HIPAA, 42 CFR Part 2, CARF standards, and Rimrock policies.
12. Perform other duties as assigned.

Customer Service Responsibilities:

1. Demonstrate professionalism, compassion, patience, and respect in all interactions.
2. Communicate clearly and effectively with clients, families, coworkers, healthcare providers, and community partners.
3. Listen carefully, identify caller needs, and provide timely assistance while maintaining appropriate boundaries.
4. Remain calm and solution-focused during difficult, emotional, or high-volume call situations.
5. Support a collaborative team environment and promote Rimrock's mission and core values of integrity, quality, service, communication, and trust.

Quality Improvement Responsibilities:

1. Assures that information is collected, organized, reported and used to improve the quality of systems and services.
2. Obtains feedback from clients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.
3. Assures that resources are allocated in accordance with the priorities and plans established by the Strategic Plan.
4. Recognizes and appropriately reports to manager areas within scope of responsibility that fall outside the quality parameters.
5. Performs self-quality monitoring in order to develop and execute plans to meet established goals. 
6. Models and promotes effective communication.
7. Provides timely and thorough follow-up with internal and external customers

ORGANIZATIONAL COMPETENCIES:

1.  Accountability – Takes ownership for resolving problems, reaching goals, and serving clients, team, and organization. Accepts responsibility for own behavior. Assures that resources are allocated in accordance with the priorities of the strategic plan. Performs self-quality monitoring in order to develop and execute plans to meet established goals.  
2. Time Management – Maximizes the use of time and resources and effectively prioritizes tasks. Completes paperwork, evaluations, and other required documentation accurately and timely.
3. Teamwork – Works cooperatively and capably with a wide variety of people. Actively promotes teamwork and information sharing within and across departments. Works in a spirit of teamwork and trust and maintains professional boundaries in working with others.
4. Flexibility – Adapts rapidly to changing work demands and priorities.
5. Confidentiality – Complies with all HIPAA and 42 C.F.R. Part 2 regulations relating to privacy, security, and confidentiality. Safeguards confidential information of clients, employees, and business operations
6. Safety – Knows and understands emergency procedures and completes incident reports within 24 hours of event with detailed information.
7. Communication – Consistently uses positive communication skills to promote effective interpersonal relationships. Provides timely and thorough follow-up with internal and external customers. Models professionalism by addressing others with appropriate actions, appearance, and communication. Models and promotes effective written and verbal communication.
8. Customer Service – Supports the organization’s customer service initiative. Strives for service excellence by seeking challenges and turning them into opportunities. Anticipates and meets needs of clients while maintaining appropriate boundaries. Displays a friendly, helpful, and approachable demeanor. Obtains feedback from clients regarding their perceptions of the service provided to them and utilizes this information to improve service delivery.  
9. Respect – Establishes compassionate and supportive rapport with clients. Communicates tactfully and respectfully with clients, coworkers, and others.  
10. Quality Improvement – Assures that information is collected, organized, reported and used to improve the quality of systems and services. Recognizes and appropriately reports to manager areas within scope of responsibility that fall outside the quality parameters. Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.  

EDUCATION/TRAINING: High school diploma or equivalent required. Relevant post-secondary education is preferred. Prior experience in customer service, a call center, healthcare, behavioral health, or a related setting is preferred. Familiarity with medical terminology and basic healthcare processes is preferred.

SKILLS: Excellent verbal and written communication, interpersonal, customer service, and organizational skills. Ability to manage high call volumes, multitask, prioritize requests, follow established procedures, and remain calm in challenging situations. Strong attention to detail and recordkeeping skills. Proficiency with computers, call center software, Electronic Health Record (EHR) systems, and standard office applications. Working knowledge of HIPAA, 42 CFR Part 2, and healthcare confidentiality requirements. Ability to exercise sound judgment and work independently and collaboratively.

PHYSICAL DEMANDS: Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of a keyboard, reaching with hands and arms, and talking and hearing, approximately 70% of the time. Approximately 30% or less of the time is spent standing.  

WORK ENVIRONMENT/JOB LOCATIONS: Involves everyday risks or discomforts, requiring normal safety precautions in an office setting, client care areas, sub-acute medical care areas. Work will be performed at the main facility location. 

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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Employee Date Manager Date