Administrative Assistant Engagement Specialist

Solvista Health•Cañon City, CO

8d•Onsite

About The Position

The Administrative Assistant Engagement Specialist is the primary administrative point of contact for individuals and families seeking community behavioral health services. The role coordinates client intake, eligibility verification, enrollment, insurance authorization, referral management, scheduling, and follow-up, supporting clients from their initial request through completion of the initial assessment and transition to the appropriate clinical team. It provides non-clinical administrative engagement and does not provide clinical services or case management. The position helps clients navigate intake requirements, gathers and enters information, researches payer sources, tracks outstanding requirements, and proactively addresses administrative barriers to access. It collaborates with clinical, administrative, payer, referral, and community partners, maintains accurate records and required reporting information, and identifies opportunities to improve workflows and timely access to care. The role works in a fast-paced professional office and may require travel to conferences, meetings, and branch locations.

Requirements

High school diploma or equivalent.
At least two years of administrative experience.
Strong customer service experience.
Electronic Health Record (EHR) experience.
Experience using common office technology and ability to learn new systems, including organization-approved AI-enabled tools and automation.
Demonstrated experience managing multiple priorities, following through on incomplete tasks, and communicating proactively with clients or customers.
Ability to understand and apply organizational practices, policies, procedures, rules, and regulatory requirements related to administrative operations and client services.
Clear and effective verbal and written communication skills with clients, staff, outside organizations, payers, and the public.
Ability to establish rapport while maintaining professional boundaries and the non-clinical scope of the role.
Strong organization, prioritization, attention to detail, accurate documentation, and ability to manage multiple tasks in a fast-paced environment.
Ability to independently identify outstanding administrative needs, initiate follow-up, and carry tasks through to completion, resolution, or appropriate escalation.
Ability to recognize administrative barriers and collaborate to address them.
Ability to coordinate intake, eligibility verification, insurance authorization, referral management, and follow-up across systems and partners.
Ability to perform detailed research, review multiple information sources, identify discrepancies, and use sound judgment to resolve or escalate payer-related issues.
Proficiency with an EHR for client information management, scheduling, documentation, and review of administrative information.
Proficiency with Windows-based operating systems and common office software and applications.
Ability to operate a telephone, computer, and other standard or specialized communication equipment; type accurately and efficiently and perform routine data entry.
Ability to handle confidential and sensitive information in accordance with organizational policies and applicable privacy requirements.
Ability to respond calmly and effectively in tense, high-volume, or unexpected situations; follow instructions and exercise appropriate independent judgment.
Ability to work independently and as part of a multidisciplinary and administrative team, recall and synthesize information, and adapt communication to clients with varied needs and barriers.
Ability to remain alert and responsive, use a headset when required, and view and work from a computer monitor for extended periods.
Ability to work and multitask effectively in a busy, fast-paced, occasionally high-stress healthcare environment.
Annual TB screening, federally required drug screening, and influenza vaccination or compliance with applicable policy and procedure.
Valid state driver's license.
Successful completion of a post-offer drug screen.

Nice To Haves

Experience in healthcare, behavioral health, medical office, or human services settings.
Experience with insurance eligibility, payer information, or benefits verification.
Experience researching, resolving, or escalating complex administrative or payer-related issues.
Experience coordinating client intake, enrollment, eligibility verification, insurance authorization, or referral management.
Experience with behavioral health access requirements, Certified Community Behavioral Health Clinic measures, healthcare quality measures, or other program-reporting requirements.
Experience collaborating with clinical teams, administrative departments, payers, referral sources, or community partners to coordinate access to services.

Responsibilities

Provide professional, respectful, client-focused administrative support in person, by telephone, electronically, and through other approved channels.
Receive and route emergency and non-emergency calls, respond to inquiries, take messages, and address routine and non-routine questions appropriately.
Provide telephone, scheduling, front-office, and general administrative coverage in coordination with other Administrative Assistants.
Use the EHR and other approved systems to enter and maintain client information, schedule appointments, document administrative activities, and support continuity of services.
Coordinate administrative activities from the initial service request through intake, engagement, completion of the initial assessment, and transition to the appropriate clinical team.
Guide assigned clients through intake requirements and explain the information, documentation, appointments, and actions needed to begin services.
Coordinate intake and enrollment, eligibility verification, appointment coordination, payer identification, insurance authorization, referral management, and follow-up on outstanding requirements.
Collect, review, track, and assist with completing registration documents, consents, releases of information, demographic and insurance information, financial documentation, and other required intake materials.
Ensure client information and documentation are collected and entered accurately and promptly to support organizational, state reporting, payer, and other applicable requirements.
Verify insurance eligibility; research payer sources and resolve or escalate discrepancies and unclear or incomplete coverage information.
Gather information, submit or route authorization requests through approved processes, track authorization status, and escalate unresolved issues that may delay access.
Receive and review referrals, confirm required information, communicate with referral sources and internal teams, track status, and support timely connection to services.
Communicate proactively with clients to obtain missing information, provide reminders, clarify administrative requirements, and follow up on incomplete steps.
Track assigned clients through screening, scheduling, intake, and initial assessment; follow up on cancelled, missed, or delayed appointments and difficulty engaging clients.
Monitor client progression through referral, intake, enrollment, scheduling, and initial service connection; address or escalate delays and barriers.
Maintain information supporting Certified Community Behavioral Health Clinic data measures, organizational access goals, and required reporting; use reports and work queues to identify incomplete activities and access delays.
Report recurring access barriers, enrollment delays, referral concerns, authorization issues, and operational challenges to the Program Supervisor; recommend practical workflow improvements.
Collaborate with screening staff, clinicians, administrative staff, billing, enrollment resources, community partners, referral sources, and other involved parties while maintaining administrative follow-through.
Document client contacts, outreach attempts, payer research, outstanding requirements, barriers, actions taken, and other relevant engagement activities in appropriate systems.
Support a clear transition after the initial assessment to standard Administrative Assistant workflows for ongoing administrative needs and to the clinical team for clinical responsibility.
Maintain, update, and retrieve client and organizational records; handle confidential and non-routine information appropriately and explain organizational procedures when needed.
Draft written responses and communicate by telephone, electronic communication, or other approved methods; respond to information requests from clients, staff, and the public.
Work independently and collaboratively on special, ongoing, and nonrecurring projects; attend required meetings and contribute to communication, workflow improvement, and service coordination.
Participate in job-related training and professional development; maintain prompt and regular attendance; perform other duties as assigned.