Client Care Lead (Office Manager)

Light Counseling•Glen Allen, VA

1d•Onsite

About The Position

Light Counseling is seeking a Client Care Lead who is passionate about serving others, supporting operational excellence, and creating an exceptional experience for clients, providers, and staff. This role serves as the primary administrative leader at the site and works closely with the Clinical Site Manager to ensure smooth daily operations. The company has been serving individuals, couples, and families for over 30 years, providing distinctly Christian counseling grounded in clinical excellence and God’s truth, with a mission to bring hope and healing. Employment is confidential and adheres to all federal and state privacy laws and practices, including HIPAA. Employees are expected to exercise sound judgment, maintain discretion, and operate with independence, flexibility, and professionalism.

Requirements

High School diploma or equivalent
3-5 years of office management, administrative leadership, or related experience
Strong organizational, communication, and problem-solving skills
Ability to work independently and collaboratively
Professional demeanor, initiative, and sound judgment
Strong leadership, customer service, and interpersonal skills
Ability to communicate clearly and professionally with clients, staff, providers, and community partners
High level of attention to detail and accuracy
Ability to identify problems, research solutions, and implement improvements
Understanding of confidentiality, HIPAA requirements, and information security standards
Ability to learn, utilize, and train others on office systems, workflows, and technology
Proficiency with Microsoft Office 365 (Outlook, Word, Excel, Teams)

Nice To Haves

Experience in a healthcare, behavioral health, or counseling setting
Familiarity with Electronic Health Record (EHR) systems
Knowledge of healthcare billing, insurance verification, and collections processes
Understanding of HIPAA and healthcare compliance requirements
Experience leading or coordinating administrative teams
Familiarity with ICD and CPT coding
Familiarity with JotForm, Canva, and healthcare-related software platforms

Responsibilities

Oversee daily office operations, including scheduling, front desk functions, and administrative workflows.
Support and guide client care staff while serving as a resource for operational questions and concerns.
Ensure office supplies, equipment, technology, and facility needs are maintained and addressed promptly.
Assist with creating, updating, and implementing office policies and procedures.
Maintain a clean, organized, and welcoming office environment.
Perform light office upkeep as needed, including tidying shared spaces, sweeping, mopping, restocking supplies, and monitoring facility needs.
Ensure accurate collection of client information, insurance verification, and registration documentation.
Oversee appointment scheduling to maximize provider efficiency and client access to care.
Address client questions, concerns, and complaints with professionalism and compassion.
Ensure intake paperwork, consent forms, and assessments are completed prior to initial appointments.
Support a positive client experience from first contact through ongoing care.
Assist with client billing, payment processing, collections, and account reconciliation.
Ensure accuracy of billing documentation and insurance information.
Support providers and leadership with resolving billing-related concerns.
Monitor administrative processes that impact revenue cycle operations.
Serve as a liaison between providers and administrative staff to support effective communication.
Coordinate scheduling, administrative needs, and client follow-up activities.
Assist providers with administrative tasks and workflow support as needed.
Collaborate with leadership to improve office efficiency and client satisfaction.
Maintain compliance with HIPAA and all applicable federal and state regulations.
Ensure client records, billing information, and documentation are accurate and organized.
Support adherence to organizational policies, procedures, and confidentiality standards.
Support daily use of Electronic Health Record (EHR) systems and office technology.
Assist with troubleshooting basic software and hardware issues.
Coordinate with IT support when advanced technical assistance is required.
Identify opportunities to improve workflows, systems, and operational processes.