Outpatient Support Specialist in Salem, Virginia at HopeTree Family Services

Summary: The Clinical Support Specialist provides administrative and operational support for HopeTree Family Services’ Outpatient Counseling Program. As a primary contact for clients, families, referral sources, and community partners, this position coordinates intakes, referrals, scheduling, insurance verification, clinician credentialing, billing preparation, records, and front-office operations. The role supports timely access to care, clinician productivity, billing readiness, accurate records, and a professional, trauma-informed client experience.

Experience & Education: Required qualifications include a high school diploma or equivalent; at least two years of experience in healthcare, behavioral health, human services, medical office administration, insurance services, or a related field; and strong administrative, communication, organizational, customer-service, and confidentiality skills. Candidates must be able to manage multiple priorities accurately and professionally and demonstrate sound judgment, initiative, attention to detail, and commitment to HopeTree’s mission and trauma-informed approach to care. Preferred qualifications include experience with client access, scheduling, insurance verification, billing, records, outpatient behavioral health, provider credentialing, payer enrollment, revenue cycle support, and electronic health record systems, particularly MyEvolv. An associate’s or bachelor’s degree and familiarity with Medicaid, Medicare, commercial insurance plans, CAQH, and healthcare billing processes are desirable.

The essential duties of this position include the following. Other duties may be assigned as needed.

Essential Job Duties

Client Access, Intake & Referral Coordination

• Serve as the first point of contact for prospective clients, families, referral sources, and community partners, responding to outpatient counseling inquiries in a professional, welcoming, and knowledgeable manner.
• Manage incoming referrals, enter referral information into the Electronic Health Record, and maintain accurate referral statuses and tracking systems.

• Contact new referrals within established program expectations.
• Coordinate intake scheduling and assignment of referrals to clinicians.
• Maintain outpatient waitlists and facilitate placement when openings become available.
• Coordinate psychiatric hospital discharge appointments and other priority referrals.
• Ensure intake paperwork, consents, releases, and insurance information are completed prior to admission.
• Verify client readiness before scheduled intake appointments.
• Support timely access to services by minimizing delays between referral and intake scheduling.

Reception & Client Experience

• Serve as the primary receptionist and front-office representative for HopeTree’s Outpatient Program and Family Services guests, greeting clients, families, visitors, referral partners, and community stakeholders and providing a welcoming, professional, and trauma-informed experience.

• Manage incoming telephone calls, voicemails, emails, and general inquiries.
• Maintain a clean, organized, and welcoming reception and waiting area.
• Facilitate professional client flow throughout the day.
• Address routine client concerns and direct requests to appropriate staff.
• Ensure clients leave with follow-up appointments scheduled whenever clinically and operationally appropriate.
• Maintain confidentiality and compliance with HIPAA and agency policies.

Scheduling & Client Flow Management

• Maintain clinician schedules in MyEvolv, Microsoft Bookings, and other scheduling platforms to support productivity, appropriate advance scheduling, and continuity of care.

• Schedule intake, follow-up, recurring, discharge, and specialized appointments.
• Process appointment cancellations, no-shows, and rescheduling requests.
• Fill open appointment slots whenever possible.
• Coordinate appointment reminders and follow-up communications.
• Document scheduling updates and client contacts in accordance with agency procedures.
• Review upcoming appointments to ensure readiness and continuity of services.

Insurance Verification, Billing Support & Revenue Cycle Operations

• Verify insurance eligibility, benefits, copays, deductibles, and authorization requirements.
• Maintain accurate client insurance information within the Electronic Health Record.
• Assist clients in understanding payment responsibilities and insurance-related questions.
• Collect copays, self-pay fees, and other payments in accordance with agency procedures.
• Process payment transactions and prepare daily payment reports.
• Communicate payment concerns and insurance barriers to supervisors and appropriate staff.

• Prepare billing spreadsheets and supporting documentation for leadership review, and identify insurance, authorization, or documentation concerns that may affect reimbursement.

Credentialing & Provider Enrollment

• Coordinate organization and clinician credentialing, enrollment, and recredentialing; track timelines; follow up on pending applications; and provide status updates to leadership.

• Maintain provider credentialing files and documentation.
• Manage CAQH profiles and ensure provider information remains current.
• Submit and monitor enrollment applications with Medicaid, Medicare, Medicaid Managed Care Organizations, and commercial insurance carriers.
• Monitor expiration dates related to licenses, certifications, malpractice insurance, and payer enrollments.
• Serve as liaison with insurance companies regarding provider participation and enrollment.
• Support payer contracting and network participation initiatives.

Clinical & Administrative Operations Support

• Maintain electronic and paper records, including signed forms and required documentation in the Electronic Health Record, in accordance with organizational standards.
• Track and report referral, intake, scheduling, credentialing, billing, census, client access, productivity, and operational performance metrics.

• Assist with chart audits, record reviews, and documentation monitoring activities.
• Monitor completion of required forms, eligibility reviews, and compliance-related documentation.
• Support clinicians and leadership with administrative projects and quality improvement initiatives.
• Participate in meetings, trainings, and organizational activities.
• Perform other duties as assigned.