Client Service Specialist

Position Summary:
The Client Services Specialist (CSS) serves as the primary front desk representative and is responsible for the daily operations of the front office. The CSS is accountable for day-to-day front desk functions and is expected to demonstrate a strong sense of ownership, initiative, and independence to ensure an efficient, consistent, and well-organized front office workflow.

The CSS is responsible for fully owning front desk workflow, ensuring that client intake, scheduling, communication, and administrative processes are completed efficiently, accurately, and in alignment with organizational expectations. This role serves as the central point of front office operations and is essential to maintaining smooth and timely client access to services.

The CSS is the first point of contact for all clients, caregivers, and visitors and is responsible for consistently providing a welcoming, organized, and professional environment.

General Duties and Responsibilities:

• Uphold TeamBuilders’ philosophy, policies, and standards of conduct at all times.

• Adhere to all program and state regulations related to care for children, adolescents, adults and families.

• Welcome and check-in all clients and visitors in a friendly, professional manner.

• Maintain the cleanliness and organization of the lobby, reception area, meeting rooms, common areas, and restrooms (including wiping sinks, emptying trash, and stocking necessary supplies).

• Accurately collect, log, and process all client payments; pursue outstanding balances as directed by Billing, aiming for 100% collection of billed charges.

• Ensure all necessary documentation (registration forms, consents, releases, PCP notifications, insurance cards, overdue forms) is collected, signed, and kept up to date.

• Manage all incoming calls: answer promptly, screen appropriately, transfer or take messages as needed.

• Confirm, remind, and follow up with clients about appointments via call, text, or email in line with company procedures.

• Initiate calls for pre-visit screenings, referral follow-up, gathering collateral information, and distributing client surveys.

• Document all cancellations and missed appointments in the EMR, reschedule as needed, and fill open slots in provider calendars promptly.

• Sort, prepare, and process outgoing and incoming mail as required.

• Order office supplies and items through authorized vendors per company policy.

• File all supporting documents in client charts using correct naming and filing protocols.

• Provide comprehensive front office support: data entry, scanning, electronic filing, fax retrieval/distribution, and general phone coverage.

• Foster an organized and welcoming environment for clients and visitors, supporting a high standard of customer service.

• Coordinate with referral sources and self-referrals, performing initial intakes, insurance verification, enrollment, and screening in collaboration with the Clinical Supervisor.

• Assist clients through the registration process, including obtaining informed consents, completing necessary forms, and securing authorizations.

• Support and participate in clinical seminars, meetings, supervision, and training events.

• Compile reports and manage accurate data entry into electronic systems and tracking logs.

• Perform additional duties as assigned by direct supervisor or executive management.

School-Based Referral, Intake, and Admission Responsibilities:

• Process new and inter-agency referrals efficiently.

• Prepare Parent Packets for use by therapists and schools.

• Conduct phone outreach to parents/guardians and referral sources, aiming to complete brief intake interviews within 24 hours of referral receipt; follow up via text or email as needed, copying program/clinical supervisors on all communications.

• Accurately input demographic, insurance, and health information into the agency’s EMR; log all data and referrals in the Tracking Log.

• Verify insurance and confirm payment methods for all new clients.

• Coordinate with clinical staff regarding the status of referrals and intake progress.

• Schedule first available appointments for new clients with assigned providers, ensuring timely processing (within 24 hours).

• Keep the Provider Capacity Spreadsheet updated.

• Participate in monthly in-person team meetings in Santa Fe to discuss school-based referral progress and challenges.

• Support all front office functions and provide additional administrative assistance as needed, including during training or special events.

Supervisory Responsibilities:

This role does not include any supervisory duties.

 

Minimum Qualifications:

• Bilingual/Bicultural English and Spanish strongly preferred.

• Ability to pass criminal background checks (local, state, and FBI).

• Must be at least 21 years of age.

• High School Diploma or GED required; Bachelor’s degree in human services or related field preferred.

• A minimum of two years of experience in a behavioral health, medical, or healthcare office environment, preferably in a front office, administrative, or office management capacity.

• Must demonstrate the ability to take full ownership of front desk operations, including prioritizing tasks, problem-solving, and ensuring continuity of daily workflow.

• Proficient in typing and skilled in organization, verbal, and written communication.

• Competent in Google Suite, Adobe Acrobat, and Microsoft Office Suite.

• Demonstrated ability to meet deadlines and reliably complete assigned tasks.

• Proven interpersonal skills with the ability to build positive, effective relationships with clients, families, and colleagues.

• Computer-literate and comfortable with data systems, software applications, and electronic reporting.

• Must maintain a clean driving record and active auto insurance.