IOP Client Liaison

Emerald Therapy Center•Mayfield, KY

3d•Onsite

About The Position

The Client Liaison serves as the primary point of coordination and support for clients as they enter, navigate, and engage in treatment services at Lumera Healthcare. This role goes beyond traditional front desk functions and is central to ensuring clients experience a smooth, informed, and supportive transition from first contact through assessment, intake, and initiation of treatment services, including Intensive Outpatient Program (IOP). The Client Liaison acts as a connector between clients, clinical staff, and administrative systems—ensuring required documentation is completed, regulatory requirements are met, appointments and groups are scheduled accurately, and clients understand next steps in their care. This position plays a critical role in preventing gaps in care, supporting compliance, and promoting engagement and retention in treatment.

Requirements

High School Diploma or GED with relevant experience
Candidates without a bachelor’s degree will be considered based on demonstrated experience in healthcare, behavioral health, or client coordination roles
Minimum of 2 years of administrative, client services, or care coordination experience (substance abuse, behavioral health or healthcare setting preferred)
Experience with EMR systems, scheduling software, and document management preferred

Nice To Haves

Bachelor’s degree in Human Services, Psychology, Social Work, Business, Healthcare Administration, or related field
CPR/First Aid preferred (required if assigned to specimen collection or direct client support tasks)

Responsibilities

Serve as the first point of in-person contact for clients arriving for assessments, intake, and IOP services.
Greet clients in a professional, trauma-informed, and welcoming manner, ensuring privacy and confidentiality at all times.
Guide clients through the intake and check-in process, explaining expectations, required documentation, and next steps in care.
Act as an ongoing liaison for clients throughout the early stages of treatment, helping them navigate scheduling, paperwork, and program entry.
Ensure clients are successfully handed off to clinical staff, with the defined endpoint being the client seated and prepared for services (e.g., assessment or IOP group).
Verify client identity, insurance, and required intake documentation upon arrival using the EMR document manager.
Provide intake packets and required assessment tools when documentation is incomplete or missing.
Ensure completion of required assessments based on service type (e.g., SUD or Mental Health assessments).
Identify court-ordered or system-referred clients and obtain appropriate Releases of Information (ROI) (e.g., DCBS, DOC, probation, or other entities).
Scan, upload, and properly index all intake, assessment, and supporting documents into the EMR in accordance with organizational and regulatory standards.
Document client arrival status, delays, barriers, or missing documentation as required.
Confirm IOP start dates provided by clinicians during assessment or treatment planning.
Add clients to the appropriate IOP patient groups with the correct start date in the EMR.
If an IOP start date is not provided at the time of assessment, ensure group enrollment is completed immediately upon receipt of the start date.
Coordinate scheduling for follow-up services, including treatment planning sessions, mental health assessments, and psychiatric evaluations.
Print and provide clients with clear appointment schedules and next-step instructions.
Serve as a communication bridge between providers and administrative systems to prevent missed or delayed services.
Coordinate urine drug screen (UDS) collection in compliance with organizational policy, OSHA standards, and chain-of-custody requirements.
Prepare UDS materials, ensure proper labeling, and document collection details accurately.
Observe specimen collection when required, ensuring same-sex observation protocols are followed.
Assist in conducting rapid testing procedures, document results, obtain client acknowledgment, and properly dispose of biohazard materials.
Scan and upload UDS results into the EMR and communicate results to the assessing or treating provider.
Provide consistent administrative support to clinical staff, ensuring workflows align with SOPs and regulatory requirements.
Maintain accurate front desk, intake, and scheduling records.
Assist with appointment coordination, reminders, and client flow management.
Support compliance with HIPAA, OSHA, payer requirements, and internal policies.
Participate in staff training, onboarding, and process improvement initiatives.
Assist with supervising and supporting non-clinical office staff as assigned.
Promote a high standard of customer service and client experience.
Respond to client concerns or barriers to care in a calm, solution-focused manner.
Escalate issues appropriately and communicate effectively with leadership and clinical teams.
Identify workflow challenges and recommend improvements to enhance client engagement and operational efficiency.