Job Title: Client Services Specialist
Department: Operations
Supervisor: Support Services Supervisor
FLSA Status: Non-Exempt (Hourly)

Shift:8:00 am-5:00 pm Monday-Friday

Salary: $16.60-$20.75 DOE

Summary
This role facilitates smooth transitions to screening and assessment teams, maintains compliance with documentation standards, and delivers exceptional customer service in a fast-paced clinic environment. The Client Services Specialist is a trusted partner who provides basic financial guidance to support client understanding of payment responsibilities and available assistance. Supports the upkeep of renewing intakes and occasionally serves as backup to Care Navigation for intake responsibilities during coverage gaps.

Essential Duties & Responsibilities To perform this job successfully, the employee must be able to carry out all essential duties satisfactorily. The requirements listed represent the necessary knowledge, skills, and abilities. Reasonable accommodation may be made for individuals with disabilities. This job description outlines key responsibilities but is not all-inclusive. Duties may change or new tasks may be assigned at any time, with or without notice.

Client Financial Guidance

The Client Services Specialist is the go-to person for all clients to review and understand payment expectations. This includes Medicare, private insurance, OHP, or non-coverage clients.

• Provides guidance for Medicare and commercially insured clients on payment expectations, copays, deductibles, coinsurance, and out-of-network considerations
• Explain the Financial Assistance Application (FAA) process and assist all clients with basic questions.
• Provide an overview of the Client Financial Agreement (CFA) and payment expectations.
• Clarify insurance coverage basics, including credentialed vs. non-credentialed provider status and out-of-pocket costs.
• Collect client payments and issue receipts.
• Provide Good Faith Estimates (GFE) within required timelines for new services, treatment changes, or upon request.

Customer Service & Operational Support

• Provide high-quality front-end client service in person and by telephone
• Maintain a calm, professional demeanor when managing difficult or emotional client situations.
• Support office staff to ensure smooth daily operations.
• Escalate issues with unruly clients to the Support Services Supervisor.

Client Intake & Documentation

• Complete initial intakes and renewals for clients seeking services.
• Obtain and verify Release of Information (ROI) forms.
• Navigate and update client profiles, schedules, and administrative services in the Credible EHR system.
• Maintain fidelity to caseload management reports.
• Facilitate crisis protocol for clients requiring urgent services.
• Occasionally serves as backup to Care Navigation for intake services needed for Same Day Access.

Other Duties

• Perform additional tasks as assigned by the Support Services Supervisor, Manager, or Director of Operations.

Performance Metrics

• Financial Guidance: 90% of clients report understanding of payment responsibilities and assistance options.
• Timeliness: GFEs completed within 24 hours of request or service initiation.
• Customer Service: Maintain client satisfaction scores above agency benchmarks.
• Collaboration: Positive feedback from partner teams such as clinical, billing, and Care Navigation.
• Intake Accuracy: 98% of client records completed without errors.

Competencies

• Job Knowledge: Client information gathering, EHR navigation, basic financial concepts.
• Financial Communication: Ability to explain insurance and payment information clearly and compassionately.
• Technology: Proficiency in Microsoft Office; ability to learn ADP Workforce and Credible EHR.
• Customer Service: Professional communication, conflict resolution, empathy.
• Team Collaboration: Works effectively with clinical staff, billing, and Care Navigation.
• Understanding of Legal and Ethical Standards: Knowledge of relevant legal and regulatory standards in mental health practice. Understanding of client rights and advocacy. Commitment to ethical decision-making and professional integrity.

Education & Experience
Required:

• High school diploma or GED
• Two years of office experience

Preferred:

• Behavioral health office experience
• EHR experience
• Client data input experience

Driving is not a requirement for this position.

Work Environment
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.

• Work is performed indoors at the office.
• The noise level in the work environment is usually moderate.