Client Services Specialist

Client Services Specialist

The Client Services Specialist (CSS) is Alliance Healthcare Services' primary administrative support role for the outpatient clinics, consolidating previous Front Desk, Intake, Clinic Assistant, Call Center, and Post-Hospital Coordinator functions into a single, cross-trained position that flexes across functions and locations as operational needs require.

Assigned Work Location: Each CSS will be assigned a primary location- one of Alliance's six outpatient clinic sites or the Yale Avenue location (Call Center). Reassignments may occur based on operational need, vacancy, or restructuring, as directed by the SVP of Compliance, Grants, and Outpatient Services.

All Client Services Specialists must be cross trained across the full scope of functions in this job description and prepared to perform any task or cover any location as directed.

Supervisory Responsibility: None.

Education Requirement: High school diploma or equivalent required. Associate's degree or higher in Healthcare Administration, Business Administration, Human Services, or a related field preferred.

Licensure/Certification Requirement: None.

Experience Requirement: One (1) year of experience in a healthcare, behavioral health, or customer-facing administrative setting preferred. Must be organized, detail-oriented, able to manage multiple priorities, and committed to professional client interaction. Experience with electronic health records and insurance verification is a plus.

Key Job Responsibilities:

Client Services and Reception

• Greet and check in clients and visitors in a professional and trauma-informed manner upon arrival utilizing high-level of customer service.
• Verify and update client demographic and insurance information at each visit; collect and process co-pays and self-pay amounts in accordance with agency policy.
• Check clients out at the conclusion of their appointment and schedule any follow-up visits as directed.
• Provide general customer service support, including responding to client concerns, directing complaints to the appropriate supervisor, and maintaining a welcoming and organized lobby and reception area.

Scheduling and Appointment Management

• Schedule, cancel, and reschedule client appointments in Credible across all provider types. Clients on site must receive an appointment before they leave the clinic.
• Block clinician schedules as directed by clinical leadership.
• Process cancellation and reschedule lists, including notifications received from the automated appointment reminder system (Televox), for all outpatient clinic locations.
• Contact clients and families to provide appointment reminders or follow-up communications.
• Manage the Televox patient engagement system, including generating and distributing reports to designated staff, as assigned.
• Schedule and manage follow-up appointments for clients being discharged from inpatient psychiatric or medical settings, in coordination with the treating team.
• Cancel and no-show post-hospital appointments as appropriate; maintain accurate scheduling records for post-hospital clients.
• Obtain and route hospital discharge summaries to medical providers in a timely manner.
• Maintain communication with hospital social workers, discharge planners, and referral sources to ensure continuity of care following inpatient discharge.
• Track post-hospital contacts and document outreach attempts in accordance with agency and payer expectations.

Insurance Verification and Benefits

• Run and verify insurance eligibility for all clients using applicable systems; update payor sources in Credible.
• Identify and resolve insurance issues, including expired or inactive coverage, out-of-network plans, and billing discrepancies, escalating to appropriate staff as needed.
• Set up and document self-pay arrangements in accordance with agency policy.
• Assist with out-of-network insurance terminations and plan-to-plan transitions.

Call Management

• Answer incoming calls and respond to voicemails promptly and professionally; route calls to appropriate staff or departments if unavoidable. Typically, calls should be managed at this level and not transferred- especially for appointment scheduling.
• Manage high-volume inbound call queues for scheduling, general client inquiries, and screening intake.
• Facilitate interpreter scheduling for clients requiring language access services.

Medical Records- Clinic-Level Support

• Process straightforward Release of Information (ROI) requests at the clinic level in accordance with HIPAA requirements and agency policy.
• Route all substantive or complex records requests to the Yale Avenue Medical Records department for processing.
• Assist clients and authorized requestors with submitting records requests and explaining the process.
• Complete contact notes and other documentation in Credible related to requests.
• Complete vitals as needed for clients.
• Assist with setting up telehealth for appointments as needed.

Facility and Administrative Support

• Send orders to Admin Manager and copy Clinical Manager for approval. Receive clinic supplies; restock kitchen, and common spaces as needed.
• Enter work orders as identified or reported.
• Manage incoming and outgoing mail and deliveries.

Compliance, Collaboration, and Professional Expectations

• Maintain compliance with HIPAA, agency policies, payer requirements, and applicable regulatory standards at all times.
• Demonstrate professionalism, accountability, teamwork, and respectful communication in all client and staff interactions, consistent with Alliance Healthcare Services' values.
• Complete all required trainings, mandatory meetings, and compliance tasks within established timeframes.
• Monitor and respond to agency email and communications within expected timeframes.
• Perform other duties as assigned.