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 - About the Company Whole Connection came together as a place to provide training and constant growth for therapists who were working in the community, particularly with community members who have difficulty accessing mental health resources. Central to our work is understanding a person through a social work perspective. This means we look at how culture and society affect individuals as we explore their mental health concerns. We believe that all people should have access to Therapy, by clinicians and interns who are continually trained and educated and who are also taken care of (not overworked). In doing so we try and meet the needs of those of the community who come to see us by either sliding our fees or accepting medicaid insurance.