Client Services Specialist

KLAMATH YOUTH DEVELOPMENT CENTER•Klamath Falls, OR

6h•Onsite

About The Position

This role facilitates smooth transitions to screening and assessment teams, maintains compliance with documentation standards, and delivers exceptional customer service in a fast-paced clinic environment. The Client Services Specialist is a trusted partner who provides basic financial guidance to support client understanding of payment responsibilities and available assistance. Supports the upkeep of renewing intakes and occasionally serves as backup to Care Navigation for intake responsibilities during coverage gaps.

Requirements

High school diploma or GED
Two years of office experience
Client information gathering
EHR navigation
Basic financial concepts
Ability to explain insurance and payment information clearly and compassionately
Proficiency in Microsoft Office
Ability to learn ADP Workforce and Credible EHR
Professional communication
Conflict resolution
Empathy
Works effectively with clinical staff, billing, and Care Navigation
Knowledge of relevant legal and regulatory standards in mental health practice
Understanding of client rights and advocacy
Commitment to ethical decision-making and professional integrity

Nice To Haves

Behavioral health office experience
EHR experience
Client data input experience

Responsibilities

Promote clear, compassionate financial conversations that reduce confusion and improve client rapport.
Provides guidance for Medicare and commercially insured clients on payment expectations, copays, deductibles, coinsurance, and out-of-network considerations
Explain the Financial Assistance Application (FAA) process and assist all clients with basic questions.
Provide an overview of the Client Financial Agreement (CFA) and payment expectations.
Clarify insurance coverage basics, including credentialed vs. non-credentialed provider status and out-of-pocket costs.
Collect client payments and issue receipts.
Provide Good Faith Estimates (GFE) within required timelines for new services, treatment changes, or upon request.
Provide high-quality front-end client service in person and by telephone
Maintain a calm, professional demeanor when managing difficult or emotional client situations.
Support office staff to ensure smooth daily operations.
Escalate issues with unruly clients to the Support Services Supervisor.
Complete initial intakes and renewals for clients seeking services.
Obtain and verify Release of Information (ROI) forms.
Navigate and update client profiles, schedules, and administrative services in the Credible EHR system.
Maintain fidelity to caseload management reports.
Facilitate crisis protocol for clients requiring urgent services.
Occasionally serves as backup to Care Navigation for intake services needed for Same Day Access.
Perform additional tasks as assigned by the Support Services Supervisor, Manager, or Director of Operations.