Client Services Coordinator

Description

DEFINITION:

Under the direction of the Executive Director, the Client Services Coordinator is responsible for coordinating front-end client service operations within clinic. This position provides centralized oversight of screening, intake, scheduling, update and annual front office workflow, and client communication to ensure efficient service delivery, accurate documentation, and a positive client experience. The Client Services Coordinator serves as the primary point of contact for clients and families and works collaboratively with clinical, medical, administrative, and operational staff to support consistent client flow, compliance, and service efficiency. This role also supports staffing-to-demand strategies, including evaluating and utilizing all business services staff to meet operational needs.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required; post-secondary education in healthcare administration, business, or related field preferred.

• Demonstrated experience in client access, front office coordination, scheduling, intake, or administrative operations within a healthcare or behavioral health setting.

• Experience working with electronic health records, Microsoft, scheduling systems, and documentation management.

• Experience coordinating high-volume workflows and managing competing priorities in a fast-paced environment.

• Prior experience supporting staffing models, workflow optimization, or operational planning is preferred.

• Strong communication, organizational, and problem-solving skills required.

• A strong passion for excellent customer service and team collaboration.


KNOWLEDGE AND SKILLS

The Client Services Coordinator must demonstrate:

Client Access and Workflow Coordination:

- Knowledge of screening, intake, scheduling, update, annual, and front-end client service processes; ability to coordinate client flow and ensure timely access to services.

Communication and Customer Service:

- Strong interpersonal skills with the ability to serve as a primary point of contact for clients and families while maintaining professionalism, confidentiality, and service excellence.

Operational Oversight:

- Ability to identify workflow inefficiencies, support staffing-to-demand models, and assist in evaluating the use of all business services staff to meet clinic needs.

Documentation and Compliance:

- Knowledge of documentation and insurance verification processes; ability to ensure accuracy, completeness, and timeliness of screening, intake, update, and discharge requirements.

Collaboration and Teamwork:

- Ability to work collaboratively with clinical leaders, medical staff, administrative staff, and operational teams to support effective service delivery and communication.

Technology and Systems:

- Proficiency with electronic health records, scheduling platforms, phone systems, Microsoft, and other office technology required to support client services.

Problem-Solving and Accountability:

- Ability to identify issues, escalate appropriately, and resolve problems in a timely and professional manner while maintaining accountability for front-end operations.

JOB DUTIES AND RESPONSIBILITIES

Responsible and immediately supervised by their county Executive Director.

The Client Services Coordinator is responsible and held accountable for the following duties:

Front-End Operations and Coordination

• Coordinates all front-end client service functions, including intake, scheduling, phone triage, and client communication.

• Ensure consistent oversight and accountability for front office workflows.

• Monitors daily clinic flow and adjusts scheduling or processes to support timely and efficient service delivery

• Manage county level screening rotation and associated documentation for county and ensuring coordination between county team and screening department

• Manage collection, submission, and documentation of copays, deductibles, and petty cash.


• Ensure all client financial processes are implemented and followed efficiently and in a timely manner.

• Coordinate with pharmacy for accurate medication retrieval and distribution.

• Direct supervision of Customer Support Specialist, Team Support Specialist, Engagement Specialist, Facilities Support Specialist, and Lobby RSS duties.


Admission and Scheduling

• Coordinates admission and ongoing service processes to ensure accurate, timely completion of required documentation and eligibility verification.

• Manages scheduling workflows, addressing cancellations, reschedules, and client access needs.

• Serves as a central point of contact for clients and families regarding appointments and service navigation.

Communication and Liaison Functions

• Serves as a liaison between clients, clinical staff, and administrative leadership to reduce communication gaps.

• Provides timely and accurate information to clinical teams regarding scheduling, intake status, and client needs.

• Escalates operational concerns to leadership as appropriate.

Staffing-to-Demand Support

• Assists leadership in assessing front-end staffing needs based on service demand and clinic volume.

• Supports the evaluation and utilization of all business services staff to ensure adequate coverage and operational efficiency.

• Provides input on workflow adjustments to align staffing resources with client demand.

Documentation, Compliance, and Quality

• Supports accurate documentation practices for screening, intake, treatment plans, discharges, and annual financial updates in compliance with agency and regulatory requirements.

• Assists with audits, quality improvement activities, and process refinement related to frontend services.

• Documentation review and guidance for critical incidents that occur in lobby and frontend areas.

Client Experience and Satisfaction

• Promotes positive, welcoming, and professional client experience.

• Identifies barriers to access or service satisfaction and works with leadership to implement improvements.

OTHER DUTIES

• Perform job-related travel within the county and region.
• Regular and predictable attendance is an essential job duty.
• Perform additional duties as assigned by the Executive Director, Regional VP, or other members of Executive Leadership.
• Must meet "satisfactory" expectations at all job performance evaluations.

PERFORMANCE METRICS

Performance will be evaluated based on:

Operational Effectiveness

• Timely and accurate completion of screening, intake, update, annual, and scheduling processes.

• Reduction in scheduling errors, delays, and front-end workflow disruptions.

• Effective alignment of staffing resources with client demand.

• Achieves established collection targets at time of service, including accurate collection and documentation of co-pays, deductibles, and other client financial responsibilities.

Communication and Coordination

• Improved communication between clients, clinical staff, medical staff, and administration.

• Responsiveness to client inquiries and internal requests.

Compliance and Documentation Quality

• Accuracy and completeness of client service documentation.

• Compliance with agency policies, procedures, and regulatory standards.

Client Experience

• Client satisfaction related to access, communication, and front-end services.

Must perform the specific job duties as listed above to meet position expectations.

In addition, must possess skill in working cooperatively and effectively with staff, management and other professional groups; in exercising mature judgment in dealing with people; in presenting ideas clearly and accurately; in reading and comprehending the English language; and in communicating effectively, both orally and in writing.