Client Services Representative

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.

Requirements

• 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.