The posting
Position Summary 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 on the front lines at the Coalition’s publicly accessible sites, helping manage the lobby setting, greeting and directing clients, and visitors, and performing various customer service and office-related tasks. The Outreach CAR also works behind the scenes with staff to schedule clients, provide logistical support for clinical and case management staff and other administrative 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 frontline 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. Duties/Responsibilities (Essential Functions) Client Access & Registration
Serves as the first point of contact for patients, clients, visitors, providing a professional, trauma-informed and culturally responsive experience.
Independently initiates 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. Conducts insurance status verification and connects 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. Rotationally sees clients at Coalition community sites in support of Outreach staff.
Health Information Management
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.
Administrative & Operational Support
Scheduling and check-in for client appointments. Perform general office tasks including mail sorting, donation coordination, copying, faxing, and data entry. Make daily reminders calls, supporting appointment adherence and client engagement to ensure continuity of care. Demonstrate ongoing proficiency in electronic record (EHR) systems and other software platforms, adapting to updates and new technologies. Manage incoming calls, task box assignments, and routing of communications to appropriate departments with accuracy and empathy. Performs other job duties as assigned.
Coordination & Communication
Monitor and track documentation requirements for patients/clients, proactively notifying Client Access Coordinators/Managers of updates or missing information. 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.
Education, Experience and Job Competencies
Education
High school diploma or equivalent required.
Experience
Previous customer service, front desk, or medical office experience preferred. Experience working with vulnerable or underserved populations strongly preferred.
Job Competencies
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. Familiarity with homelessness-related challenges and a sensitive, respectful approach to underserved communities Proficiency with office equipment (computers, printers, scanners, fax, phones) and software (Microsoft Office, EHR, and practice management systems). Ability to organize, prioritize, and manage multiple tasks in a fast-paced environment with frequent client interaction. Ability to maintain accurate filing, data entry, and information organization. Effective teamwork and collaboration across interdisciplinary teams. 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. Commitment to the concepts of belonging and culturally respectful service delivery. Ability to communicate effectively with diverse populations and deliver culturally competent services. Conflict Resolution & De-escalation: Ability to calmly and effectively manage difficult client interactions, using empathy and trauma-informed approaches to resolve conflicts and maintain a safe, respectful environment.
Department Overview & Requirements
The Client Access Department is the gateway to Coalition services, ensuring that clients experience seamless, dignified, and equitable access to care by managing scheduling, insurance verification, and front-desk operations. The Client Access team plays a strategic and pivotal role in coordinating communication between clients/patients, providers, and internal departments, supporting the delivery of integrated health and social services.
Location: Primarily 2100 Broadway, but travel to other sites in the Denver Metro will be required on a regular basis. Schedule: 8am to 4:30pm, must also be able to work 1-2 Wednesdays each month between 9AM and 6PM. Driving Requirements: Must have and maintain a valid Colorado Driver's License within 30 days of hire. Language Requirements: Bilingual in English and Spanish preferred.
Physical Demands and Working Conditions – The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, CCH provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Company.
Physical Demands:
Frequent seeing, hearing, standing, walking, grasping, and typing. Occasional climbing, stooping, kneeling, lifting, pulling, and pushing (up to 25 pounds).
Percentage of work time spent on activity →
0% - 24%
25% to 49%
50% to 74%
75% to 100%
SEEING: Must be able to read computer screens and printed documents.
X
HEARING: Must be able to hear well enough to communicate with employees and others.
X
STANDING/WALKING
x
CLIMBING/STOOPING/KNEELING
X
LIFTING/PULLING/PUSHING
X
FINGERING/GRASPING/FEELING: Must be able to write, type and use telephones.
X
DRIVING: Must have valid driver’s license and clean driving record.
x
Working Conditions
Work primarily in a clinical or office setting with regular interaction with clients, staff, and providers, including clinical or office spaces in the community Regular interaction with diverse and marginalized populations.
NOTE: The above statements are intended to describe the general nature and level of work performed by employees assigned to this position. They are not to be construed as an exhaustive list of all job duties performed. Management reserves the right to revise or amend duties at any time.
