Weekdays, 1st Shift - No Nights, Weekends or holidays!
Job Summary
The Client Services Representative (CSR) delivers exceptional customer service and seamless access to Brien Center services by handling centralized scheduling, intake triage and routing, insurance eligibility/authorizations, registration, and point-of-service financial communications. The CSR receives and prioritizes intake requests (crisis/urgent/routine), coordinates referrals within Brien programs and to external partners when appropriate, actively manages clinician schedules to optimize capacity, and ensures timely reminders and waitlist outreach to reduce no-shows. The role adheres to standard operating procedures to ensure accuracy, efficiency, and regulatory compliance; proactively improves the client experience while minimizing financial risk; and demonstrates a strong commitment to The Brien Center’s mission, vision, and values.
Essential Job Functions
Intake, Triage, and Referrals:
- Receive and triage all referrals; differentiate crisis, urgent, and routine needs; route/refer to appropriate Brien programs (e.g., Outpatient, Child/Adolescent, Transitional Care, Continuing Care, Court-Ordered services) or external providers when indicated.
- Enter and cross-check client identifiers in systems to identify duplicates, prior treatment, and therapist history, document findings and follow-up steps.
- Ensure client paperwork is uploaded and categorized accurately in the client’s chart.
- Perform insurance verification and eligibility/benefit checks at pre-reg, prior authorizations, plan exceptions, and complex benefits.
- Route.
- Act as liaison with internal programs and external agencies to facilitate timely, appropriate referrals and smooth transitions of care.
Scheduling, Eligibility & Authorizations:
- Schedule outpatient intakes, evaluations, and follow-up appointments using best-practice scripts; collect/verify demographics, guarantor, and payer information; run eligibility and interpret responses to determine next steps.
- Actively manage clinician, prescriber, provider, and nursing schedules to optimize access and fill rate; coordinate reschedules for missed/cancelled appointments.
- Obtain/verify prior authorizations from payers (or prompt clients to secure authorizations when required) and document outcomes per payer guidelines.
- Prepare charts/records for intake appointments and ensure pre-registration data are up-to-date and complete. Setup PT-1s for clients in need of transportation to attend appointments.
Emergency/Urgent Workflows (As Assigned):
- Complete rapid/“quick” registrations to expedite care while maintaining accuracy in accordance with organizational processes.
- Collaborate with clinical teams to complete full registration post-triage/stabilization.
Client Communication, Reminders & Waitlist Management:
- Send reminders (calls/letters/SMS per policy) for upcoming intakes; issue remedy/no-show letters and arrange rescheduling as appropriate.
- Maintain active waitlists; contact clients regularly to keep lists accurate and to offer earlier appointments when capacity opens.
Documentation, Compliance & Special Populations:
- Complete work-queues to resolve missing data, holds, or authorization issues; collaborate with clinical, Billing/RCM, and Client Access teams to troubleshoot barriers and improve throughput.
- Participate in continuous improvement; meet/exceed productivity, quality, and client-satisfaction standards.
Qualifications, Experience, and Education
Education:
- High School Diploma or equivalent
Experience:
- Minimum of one (1) year in a customer-service role; healthcare access/registration/scheduling preferred.
- Familiarity with general office and clerical support procedures.
Required Knowledge & Skills:
- Outstanding oral and written communication; service-oriented professionalism in all interactions.
- Effective collaborator and problem-solver; facilitates conflict resolution and teamwork.
- Strong analytical/critical-thinking skills; prioritizes multiple tasks and implements solutions.
- Self-motivated with initiative; meets deadlines and drives tasks to completion.
- Proficiency with Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint); accurate, efficient typing.
- Ability to operate multi-line telephony/IVR systems and navigate EHR/PM systems for scheduling, registration, and documentation.
- Welcomes change and adapts to evolving workflows, systems, and operational needs.
Abilities:
- Interact effectively with a diverse population and work collaboratively across programs.
- Manage competing priorities, maintain attention to detail/accuracy, and protect confidential information.
- Build and maintain collaborative relationships across programs and with external partners.
- Manage competing priorities while maintaining accuracy and excellent service.