Client Services Specialist

Job Details

Job Location:

Legacy Ranch - Buda, TX 78610
Position Type:
Full Time
Job Shift: Day

Job Title:

Client Services Specialist
Department:
Client Services
FLSA Status:
Exempt

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.

• 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.
• 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.

This job has no supervisory responsibilities.

• 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…