Client Care Specialist

ABOUT LIGHT COUNSELING:

Light Counseling has served more than 100,000 Individuals, Couples, & Families and has been providing professional, confidential, and distinctly Christian counseling services to Virginia for over 30 years. Additionally, we serve clients in 30+ other states We take pride in incorporating God's truth in the helping process. Our mission is to bring hope to the hopeless and healing to those who are hurting by helping individuals realize their God-given, divine potential.

DESCRIPTION

The Client Care Specialist (CCS) is vital to the success of Light Counseling as they welcome clients (new and existing) to our practice, assist with all their needs, and make their experience with us as comfortable as possible. The CCS not only provides valuable support to our clients but the entire team at Light Counseling. This position is the initial primary administrative contact for Light Counseling and is supervised by the Client Care Manager (CCM).

CONFIDENTIALITY NOTICE:

Employment with Light Counseling is of a confidential nature and operates in accordance with federal and state privacy laws and practices (i.e., HIPAA). All work is performed under supervision but does require the ability to effectively function independently, with flexibility, initiative, maturity, and decision-making within the framework of Light Counseling's policy and employee handbook.

DUTIES AND RESPONSIBILITIES:

Client Support & Scheduling

• Schedule appointments, send reminders, and manage check-ins using the Electronic Health Record (EHR) system.
• Ensure intake paperwork, consents, disclosures, and releases are completed before sessions.
• Conduct initial interviews with referral sources and prospective clients to assess service needs and eligibility.
• Provide professional and compassionate customer service to all clients, addressing their concerns and questions

Administrative & Office Support

• Maintain accurate and up-to-date client records, including consents, socio-demographics, insurance details, and clinical diagnoses.
• Assist in office administration by supporting front desk operations and ensuring smooth workflows.
• Provide backup office support in the absence of the Office Manager.
• Learn and provide support for various electronic applications and platforms used by Light Counseling.

Billing & Financial Transactions

• Collect patient balances and process payments at the time of service.
• Assist with billing inquiries and provide necessary guidance to clients regarding financial policies.

Security & Facility Management
Secure the office/building at the end of the day, including:
Locking files, offices, and external entries.
Tidying common areas (waiting room, kitchen, etc.).
Turning off internal lights and ensuring exterior lights are on.

Community & Professional Relations

• Establish and maintain positive relationships with referral sources, including medical providers, businesses, and community organizations.
• Support Light Counseling's public relations efforts by helping to promote services and maintain a professional presence in the community.

Compliance & Safety

• Maintain strict adherence to HIPAA regulations and confidentiality requirements.
• Support safety initiatives to ensure a secure environment for clients, staff, and visitors.

Other Duties

• Assist with problem-solving hardware and software issues when needed.
• Perform other duties as assigned to support the operations of Light Counseling.

KNOWLEDGE, SKILLS, & ABILITIES

• Knowledge of office operations and customer service practices
• Ability to listen to others and interact well with the public
• Understanding of federal and state privacy and security laws, regulatory requirements, and standards for maintaining information security and confidentiality.
• Must demonstrate an understanding of and an appreciation for cultural diversity and inclusivity
• Ability to learn quickly new and existing tasks, platforms, and workflows
• Ability to effectively communicate information and respond to clients, staff, and community partners.
• Demonstrate the ability to focus on details, complete assigned projects, meet deadlines, and prioritize multiple competing tasks in a fast-paced, team-based environment.
• Ability to define problems, collect data, establish facts, research solutions, and draw valid conclusions.
• Ability to problem-solve a variety of hardware and software issuess
• Ability to provide assistance with practice billing and collections

• Be detail-oriented, organized, self-motivated, and possess strong time management and problem-solving skills to handle multi-faceted conversations and situations
• Be proficient with operating Microsoft devices
• Be proficient with Microsoft Office 365 (Outlook, Word, Excel, Teams), and have the initiative to learn and become proficient with all other platforms and applications.

The CCS is an integral part of the team and must be willing to not only be flexible, but also learn and accept new responsibilities, work well with others, and contribute to the mission and values of Light Counseling. The CCS must represent Light Counseling to all clients in a manner that reflects its values.

MINIMUM QUALIFICATIONS

• High School diploma or equivalent
• Related experience in customer service
• Experience with Electronic Health Records preferred

• Excellent oral and written communication skills.
• Valid Driver's License and acceptable driving record.
• Complete all required background checks and drug testing.

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