Client Services Support (CSS) staff provide front-line administrative and operational support to ensure consistent, accurate, and welcoming client experience across Brien Center service locations. CSS staff support check-in and registration quality, scheduling support, documentation workflows, client communications, and day-of problem-solving.

CSS staff are located in multiple campus locations and are expected to work flexibly across sites as needed. In alignment with the Client Services Manager role and department coverage expectations, CSS staff will be trained and expected to provide backup coverage for Scheduling CSRs as needed, including to address vacancies, staff PTO, and other coverage gaps.

CSS Staff work closely with the Client Services Managers (CSMs) and Division Directors (site/program operations) and the Client Services Scheduling Manager and CSR staff (for workflow updates, information changes, and scheduling coverage when acting as backup).

Client-Facing Service and Front Desk Operations

• Greet clients and visitors in a professional, welcoming manner and support check-in/check-out processes.
• Maintain a client-centered, confidential, and supportive front desk environment.
• Answer phones, provide routine information, triage/route calls appropriately, and escalate concerns per workflow.

Registration, Data Quality, and Insurance Support

• Verify and update demographics, insurance, contact information, and required consents at each visit.
• Perform eligibility/insurance verification steps as assigned by workflow and program needs.
• Support client financial communications at the front end (copays, balances, or policy-based handoffs as applicable to site/program).

Scheduling Support (Site-Based) and Workflow Adherence

• Schedule/reschedule appointments consistent with approved workflows and program requirements.
• Support intake coordination and appointment logistics as assigned.
• Use standardized scripts and scheduling protocols to support access, consistency, and client communication quality

Documentation, Scanning, and Records Workflow Support

• Scan/upload intake paperwork, labs, releases of information (ROI), according to policy.
• Maintain organized administrative processes to support compliance, audit readiness, and timely documentation completion.
• Provide general administrative support (copying, typing, mail distribution, and other clerical tasks as assigned).

Clinic Readiness and Day-of Problem Solving

• Support daily clinic readiness (forms availability, room/flow coordination, and problem-solving for late arrivals, walk-ins, and schedule disruptions).
• Coordinate with clinicians and supervisors to resolve real-time operational barriers and ensure a smooth client flow

Central Scheduling Backup Coverage and Coordination

CSS staff will be trained and expected to provide backup coverage for Scheduling CSRs, including coverage needs caused by vacancies, PTO, or short-term staffing gaps. When acting in a scheduling backup role, CSS staff will:

• Coordinate directly with the Client Services Scheduling Manager for:
  • Real-time updates that impact scheduling (e.g., provider availability, schedule changes, coverage instructions)
  • Current workflows, scripts, and standardized scheduling expectations
  • Priority coverage needs and assignment of tasks during vacancies or PTO coverage.

• Execute scheduling tasks within established workflows (scheduling/rescheduling, confirmations, routing/escalation) and follow documentation standards.

• Escalate urgent or complex issues per protocol and ensure appropriate handoff to clinical leadership or management.

Training and Ongoing Competency Requirements

• Attend and complete required scheduling workflow training, systems training (EHR/scheduling tools/telephony as applicable), and all updated training assigned.
• Maintain competency in systems and workflows required for check-in, registration, documentation/scanning, and scheduling backup coverage.
• Participate in huddles, refreshers, and process updates to ensure consistent execution across sites.

Work Schedule and Coverage Expectations

• Work schedules may be flexible within the coverage window of 7:30 AM – 8:00 PM EST to meet operational needs and provide scheduling backup coverage.
• CSS staff are campus-based and may be assigned across multiple Brien Center locations to support coverage requirements.

Education: High School Diploma or equivalency

Required Knowledge & Skills:

• 1-2 years of prior reception or customer service experience.
• Outstanding oral and written communication; service-oriented professionalism in all interactions.
• Effective collaborator and problem-solver; facilitates conflict resolution and teamwork.
• Strong analytical/critical-thinking skills; prioritizes multiple tasks and implements solutions.
• Self-motivated with initiative; meets deadlines and drives tasks to completion.
• Proficiency with Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint); accurate, efficient typing.
• Ability to operate multi-line telephony/IVR systems and navigate EHR/PM systems for scheduling, registration, and documentation.
• Welcomes change and adapts to evolving workflows, systems, and operational needs.

Abilities:

• Interact effectively with a diverse population and work collaboratively across programs.
• Manage competing priorities, maintain attention to detail/accuracy, and protect confidential information.
• Build and maintain collaborative relationships across programs and with external partners.