JOB DESCRIPTION
Job Title: Client Services Specialist
Department: Client Services
FLSA Status: Exempt
SUMMARY
The Client Services Specialist is responsible for supporting client engagement, recovery education, and coordination of non-clinical services throughout the treatment stay. This role serves as a primary point of contact for clients and families, reinforces program expectations, and supports continuity of care through consistent communication, documentation, and follow-through.
This position works closely with Clinical, Medical, Admissions, and Operations teams to ensure clients remain engaged in programming, expectations are clearly communicated, and services are delivered in alignment with organizational standards and regulatory requirements
ESSENTIAL FUNCTIONS
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Serve as a consistent point of contact for clients and families, responding to questions and needs in a timely and professional manner.
- Conduct regular client check-ins to support engagement, monitor progress, and reinforce program expectations.
- Build rapport with clients using active listening while maintaining appropriate professional boundaries all the time.
- Communicate client updates, concerns, and changes in behavior promptly to appropriate team members.
- Escalate clinical, safety, or behavioral concerns to licensed staff in accordance with policy.
- Support client engagement and programming, including group participation, meetings and daily structure.
- Utilize de-escalation techniques to respond to client concerns, including AMA risk, and redirect appropriately.
- Ensure accurate, timely, and audit-ready documentation in EMR and Salesforce systems.
- Complete required documentation related to client interactions, tasks, and follow-ups in accordance with organizational standards.
- Coordinate with Revenue Cycle and Billing teams to support financial documentation and client responsibility processes.
- Partner with Admissions, Clinical, and Operations teams to support continuity of care from admission through discharge.
- Assist with tracking systems, logs, and reporting to ensure documentation is complete and accessible for audit purposes.
- Participate in quality assurance activities, audits, and compliance reviews as needed.
- Identify workflow or communication gaps and bring forward to leadership for review.
- Maintain confidentiality and adhere to all HIPAA, 42 CFR Part 2 and organizational privacy standards
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Follow all company policies, procedures, and regulatory requirements at all times.
The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE SKILLS
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to communicate effectively through email. Ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS
To perform this job successfully, an individual should have knowledge of Microsoft Office (Word, Excel and Outlook) as well as CRM platforms, specifically Sales Force.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and distance vision.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
