Client Care Lead (Office Manager)

JOIN A MISSION-DRIVEN PRACTICE THAT SERVES WITH PURPOSE

For more than 30 years, Light Counseling has served thousands of individuals, couples, and families across Virginia and beyond. We provide professional, confidential, distinctly Christian counseling grounded in clinical excellence and God's truth.

Our mission is simple: bring hope to the hopeless and healing to the hurting.

We are seeking a Client Care Lead who is passionate about serving others, supporting operational excellence, and creating an exceptional experience for clients, providers, and staff. This role serves as the primary administrative leader at the site and works closely with the Clinical Site Manager to ensure smooth daily operations.

WHY JOIN LIGHT COUNSELING

• Meaningful work that directly supports client care and experience
• Collaborative and supportive team environment
• Opportunity to grow in administrative, client-facing, and operational skills
• Mission-driven culture rooted in faith and service
• Hands-on experience with healthcare systems and client coordination

CONFIDENTIALITY NOTICE

Employment with Light Counseling is confidential and adheres to all federal and state privacy laws and practices (including HIPAA). Employees are expected to exercise sound judgment, maintain discretion, and operate with independence, flexibility, and professionalism within the framework of company policies and procedures.

DUTIES AND RESPONSIBILITIES

Office Administration & Leadership

• Oversee daily office operations, including scheduling, front desk functions, and administrative workflows
• Support and guide client care staff while serving as a resource for operational questions and concerns
• Ensure office supplies, equipment, technology, and facility needs are maintained and addressed promptly
• Assist with creating, updating, and implementing office policies and procedures
• Maintain a clean, organized, and welcoming office environment
• Perform light office upkeep as needed, including tidying shared spaces, sweeping, mopping, restocking supplies, and monitoring facility needs

Patient Services

• Ensure accurate collection of client information, insurance verification, and registration documentation
• Oversee appointment scheduling to maximize provider efficiency and client access to care
• Address client questions, concerns, and complaints with professionalism and compassion
• Ensure intake paperwork, consent forms, and assessments are completed prior to initial appointments
• Support a positive client experience from first contact through ongoing care

Billing & Financial Coordination

• Assist with client billing, payment processing, collections, and account reconciliation
• Ensure accuracy of billing documentation and insurance information
• Support providers and leadership with resolving billing-related concerns
• Monitor administrative processes that impact revenue cycle operations

Clinical and Team Coordination

• Serve as a liaison between providers and administrative staff to support effective communication
• Coordinate scheduling, administrative needs, and client follow-up activities
• Assist providers with administrative tasks and workflow support as needed
• Collaborate with leadership to improve office efficiency and client satisfaction

Compliance & Documentation

• Maintain compliance with HIPAA and all applicable federal and state regulations
• Ensure client records, billing information, and documentation are accurate and organized
• Support adherence to organizational policies, procedures, and confidentiality standards

Technology & Systems Management:

• Support daily use of Electronic Health Record (EHR) systems and office technology
• Assist with troubleshooting basic software and hardware issues
• Coordinate with IT support when advanced technical assistance is required
• Identify opportunities to improve workflows, systems, and operational processes

KNOWLEDGE, SKILLS, & ABILITIES

• Strong leadership, customer service, and interpersonal skills
• Ability to communicate clearly and professionally with clients, staff, providers, and community partners
• Strong organizational skills with the ability to prioritize multiple competing responsibilities
• High level of attention to detail and accuracy
• Ability to identify problems, research solutions, and implement improvements
• Understanding of confidentiality, HIPAA requirements, and information security standards
• Ability to learn, utilize, and train others on office systems, workflows, and technology
• Proficiency with Microsoft Office 365 (Outlook, Word, Excel, Teams)
• Familiarity with JotForm, Canva, and healthcare-related software platforms preferred
• Ability to work independently while contributing positively to a collaborative team environment

MINIMUM QUALIFICATIONS

• High School diploma or equivalent
• 3-5 years of office management, administrative leadership, or related experience
• Strong organizational, communication, and problem-solving skills
• Ability to work independently and collaboratively
• Professional demeanor, initiative, and sound judgment

PREFERRED QUALIFICATIONS

• Experience in a healthcare, behavioral health, or counseling setting
• Familiarity with Electronic Health Record (EHR) systems
• Knowledge of healthcare billing, insurance verification, and collections processes
• Understanding of HIPAA and healthcare compliance requirements
• Experience leading or coordinating administrative teams
• Familiarity with ICD and CPT coding

BENEFITS

• Competitive pay
• 401(k) retirement plan with company match
• Opportunities for professional growth and advancement within the organization
• Work in a supportive, collaborative, and purpose-driven environment
• Participation in company events and mission-focused initiatives
• On-site role with regular interaction with team members and clinicians