Client Support Specialist (Temp)

American Addiction Centers•Brentwood, TN

About The Position

The Client Support Specialist (Admissions Call Center) supports AAC clients, Admissions Teams, Facility Teams, and other departments to ensure the client experience reflects the AAC brand. The role handles customer service and client-support inquiries through channels including inbound calls and email, provides service to internal and external clients and facility staff, communicates with colleagues about inquiries and outstanding information, and collects payments by phone. The specialist updates client accounts in Salesforce, maintains the confidentiality of patient and sales records, and assists management with administrative tasks as needed. The position works collaboratively with teams including Management, Billing, Insurance, Outside Business Development, and facility staff. The specialist participates in team meetings and ongoing training, and follows AAC admission guidelines, federal regulations, company policies, and procedures. Other duties may be assigned. The role requires prolonged sitting at a desk and the ability to lift 15 pounds at a time. AAC states that it will provide reasonable accommodations as required by applicable disability discrimination laws.

Requirements

High school diploma required.
One year of experience in a customer-service-oriented environment.
Strong keyboarding skills and the ability to multitask by typing and talking at the same time.
Computer proficiency, including Microsoft Office, Salesforce, and other assigned technology and software.
Reliability, dedication, and initiative.
Follow company policies and procedures and applicable governmental regulations, including HIPAA regulations.
Maintain working knowledge of the company’s services, rules, and policies, and work to ensure compliance with stated parameters.
Bachelor’s degree or two years of relevant experience is listed as an alternative qualification; a bachelor’s degree is preferred but not required.

Nice To Haves

Bachelor’s degree.
Strong healthcare or behavioral-health knowledge and skills, such as psychology, nursing, or social work.

Responsibilities

Answer, initiate, and handle customer service and client-support inquiries received through AAC channels, including inbound calls and email.
Provide high-quality customer service to internal and external clients and facility staff while meeting care and productivity standards.
Communicate with Navigators, Managers, and other departments about client inquiries, concerns, and outstanding information.
Collect payments over the phone from clients, their family members, or others supporting them.
Update client accounts using Salesforce (CMS).
Communicate with clients, their family members, and others supporting them by phone while providing excellent customer service.
Assist management with administrative tasks as needed.
Maintain the confidentiality of patient and sales records.
Work as part of a team and partner with departments including Management, Billing, Insurance, Outside Business Development, and facility staff to support AAC’s mission.
Attend and participate in team meetings and ongoing training and development opportunities.
Follow American Addiction Centers admission guidelines, federal regulations, and company policies and procedures.
Perform other duties as assigned.