Client Services Representative

Job Description

Job Description

Description:

The Client Services Representative serves as a primary point of contact for clients, families, referral sources, community partners, and visitors to CORE Treatment Services. This position is responsible for providing professional, welcoming, compassionate, and efficient front desk support while assisting with client scheduling, registration, medical records, and general administrative functions. Because many individuals contacting CORE may be experiencing stress, uncertainty, or barriers to accessing behavioral health and substance use disorder services, the Client Services Representative is expected to communicate with empathy, patience, professionalism, and respect while helping individuals navigate their needs.

The position also plays an important role in supporting efficient clinical operations by actively managing counselor schedules, waitlists, cancellations, and appointment availability.

ESSENTIAL DUTIES:

• Answer incoming telephone calls promptly and professionally.
• Provide callers with general information regarding CORE programs and services within the scope of the position.
• Communicate with clients, families, referral sources, and community partners with empathy, compassion, patience, and professionalism.
• Greet and assist clients and visitors entering the office.
• Maintain a professional, organized, and welcoming front desk environment.
• Check clients in for scheduled appointments and verify insurance and demographic information.
• Identify missing or incomplete registration information and assist clients in completing required information.
• Maintain confidentiality when discussing or verifying client information at the front desk.
• Schedule client appointments in EHR.
• Actively assist in maintaining full and productive counselor schedules and manage waitlist.
• Assist with scheduling residential admissions.
• Assist clinical, residential, and administrative staff with reasonable administrative needs as assigned.

The Client Services Representative is expected to recognize that every interaction contributes to the client's experience with CORE. The employee must:

• Treat every client, family member, referral source, visitor, and coworker with dignity and respect.
• Demonstrate empathy and compassion while maintaining appropriate professional boundaries.
• Avoid making assumptions or judgments about clients or their circumstances.
• Seek assistance from clinical or supervisory staff when a client's needs exceed the scope of the position.
• Protect client privacy and avoid discussing confidential information where it may be overheard.

• Strong customer service and interpersonal skills.
• Ability to communicate professionally and compassionately by telephone, electronically, and in person.
• Strong organizational skills and attention to detail.
• Ability to manage multiple responsibilities and priorities in a busy office environment.
• Ability to take initiative in managing schedules, waitlists, and appointment openings.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Dependability and consistent attendance.
• Ability to work collaboratively with clinical, residential, administrative, and leadership staff.
• Basic computer proficiency and ability to learn electronic health record and scheduling systems.
• Experience with Kipu or another electronic health record system preferred.
• High school diploma or equivalent required.
• Previous front desk, receptionist, administrative, healthcare, behavioral health, or customer service experience preferred.
• Experience working with electronic scheduling or medical record systems preferred.
• Experience working with individuals receiving behavioral health or substance use disorder services is beneficial but not required.