Client Specialist
Whole Connection is seeking a highly organized and compassionate Client Specialist to join our team of dedicated professionals. The ideal candidate will have a passion for helping others and a strong commitment to providing exceptional customer service.
Description
We are adding to our team!
The Client Specialist is the front line of Whole Connection. You're the first voice a prospective client hears, the operational backbone between sessions, and the connective tissue between clients, clinicians, and our billing team. This is a high-responsibility administrative role in a behavioral health setting — you'll be handling sensitive information, navigating insurance systems daily, and helping people access mental health care, often during vulnerable moments.
This position will be a mix of intake coordination, billing support, and administrative tasks. Combined they make a job that answers the phones, emails promptly, scheduling, prior authorizations completion, and documentation gathering.
Core Responsibilities
Intake Coordination
- Manage all incoming inquiries across phone (Google Voice), web forms, email, and referrals — goal is 10–15 new intakes per week
- Conduct 10–15 minute intake calls including insurance verification, financial policy explanation, and brief screening questions
- Match prospective clients to therapists based on insurance type, modality preferences, and therapist availability
- Build new client charts in Opus EHR during or immediately after intake calls; send appropriate document packages by insurance type
- Complete behavioral health screening documentation for all Medicaid clients
- Track all inquiries and scheduling activity in the Potential Clients Sheet
Insurance Eligibility & Verification
- Run daily BellMedex eligibility alerts; proactively contact clients whose coverage has lapsed
- Verify insurance across multiple portals: Colorado HCPF (Medicaid), Availity (Anthem/Aetna/Tricare/Humana), Optum/United, Cigna/Evernorth, UMR, Gravie, and Medicare
- Identify primary vs. secondary insurance, RAE assignments for Medicaid, and Medicare Advantage vs. direct Medicare distinctions
- Update Opus and notify billing team (BellMedex via DocuHub) of all insurance changes
Billing Support
- Serve as first point of contact for client billing questions; explain deductibles, copays, coinsurance, and billing delays using clear, scripted language
- Monitor the Billing Action Required queue in Opus; chase down unsigned notes, missing diagnoses, and incomplete documentation — tagging therapists as needed
- Read and navigate PracticeSuite (billing ledger, statement history, claim notes)
- Process credit card payments in Opus; maintain the Client Balance Tracking Sheet
- Communicate with BellMedex exclusively through DocuHub ticketing system
Mail Handling
- Sort, scan, and route all physical mail same-day via Google Drive
- Action insurance documents: EOBs, overpayment/refund requests, reconsideration letters, premium lapse notices, uncashed check reissue forms
- Deposit checks to Chase; coordinate with bookkeeper (Michelle) and BellMedex as appropriate
- Send outbound faxes via SRFax; handle medical record requests with verified releases
Documentation & Compliance Support
- Keep Opus billing queue under 100 open items; prioritize oldest items first
- Support Brellium compliance audit workflow — reviewing flagged notes and sending therapist follow-up communications
- Escalate persistent documentation failures to supervisors and the Clinical Director
Outreach
- When intake volume is below target, conduct outreach calls to PCPs, hospital coordinators, elder care facilities, and other referral sources to promote Whole Connection's availability and services
Qualifications
Required
- 2+ years in a healthcare or behavioral health administrative role or similar setting
- Direct experience with insurance verification (multi-payer preferred)
- Proficiency with EHR systems, Google Workspace, and multi-line phone/voicemail management
- Warm, professional communication style — able to speak with clients in sensitive moments without clinical overreach
- Strong organizational skills; able to manage a high-volume inquiry pipeline and a billing queue simultaneously
- Comfort working with AI-assisted tools and digital workflows
Preferred
- Experience with Medicaid populations and/or familiarity with Colorado HCPF
- Prior experience in a billing support or RCM-adjacent role
- Familiarity with CPT codes for behavioral health (90791, 90837, etc.)
- Experience with Opus EHR, PracticeSuite, Availity, or DocuHub
Compensation & Benefits
- Pay: $23–$26/hr depending on experience
- Schedule: Starting part-time; strong potential to grow into full-time hours
- 401(k): 6% employer match
- PTO & Paid Holidays: Accrued from day one
- Health Insurance: Available upon reaching full-time status
- Environment: Collaborative, supportive team with a genuine commitment to accessible mental health care