Outpatient Support Specialist

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Full Time Clerical Salem, VA, US

2 days ago Requisition

Summary:The Clinical Support Specialist provides administrative and operational support for Hope Tree Family Services’ Outpatient Counseling Program. As a primary contact for clients, families, referral sources, and community partners, this position coordinates intakes, referrals, scheduling, insurance verification, clinician credentialing, billing preparation, records, and front-office operations. The role supports timely access to care, clinician productivity, billing readiness, accurate records, and a professional, trauma-informed client experience.

Experience &

Education:

Required qualifications include a high school diploma or equivalent;at least two years of experience in healthcare, behavioral health, human services, medical office administration, insurance services, or a related field; and strong administrative, communication, organizational, customer-service, and confidentiality skills. Candidates must be ableto manage multiple priorities accurately and professionally and demonstrate sound judgment, initiative, attention to detail, and commitment to Hope Tree’s mission and trauma-informed approach to care.

Preferred qualifications include experience with client access, scheduling, insurance verification, billing, records,outpatient behavioral health, provider credentialing, payer enrollment, revenue cycle support, and electronic health record systems, particularly MyEvolv. An associate’sorbachelor’sdegree and familiarity with Medicaid, Medicare, commercial insurance plans, CAQH, and healthcare billing processes are desirable.

The essential duties of this position include the following. Other duties may be assigned as needed.

• Serve as the first point of contact for prospective clients, families, referral sources, and community partners, responding to outpatient counseling inquiries in a professional, welcoming, and knowledgeable manner.
• Manage incoming referrals, enter referral information into the Electronic Health Record,and maintainaccuratereferralstatuses and tracking systems.
• Contact new referrals within established program expectations.
• Coordinate intake scheduling and assignment of referrals to clinicians.
• Maintain outpatient waitlists and facilitate placement when openings become available.
• Coordinate psychiatric hospital discharge appointments and other priority referrals.
• Ensure intake paperwork, consents, releases, and insurance information are completed prior to admission.
• Verify client readiness before scheduled intake appointments.
• Support timely access to services by minimizing delays between referral and intake scheduling.

• Serve as the primary receptionist and front-office representative for Hope Tree’s Outpatient Program and Family Services guests, greeting clients, families, visitors, referral partners, and community stakeholders and providing a welcoming, professional, and trauma-informed experience.
• Manage incoming telephone calls, voicemails, emails, and general inquiries.
• Maintain a clean, organized, and welcoming reception and waiting area.
• Facilitate professional client flow throughout the day.
• Address routine client concerns and direct requests to appropriate staff.
• Ensure clients leave with follow-up appointments scheduled whenever clinically and operationally appropriate.
• Maintain confidentiality and compliance with HIPAA and agency policies.

• Maintain clinician schedules in MyEvolv, Microsoft Bookings, and other scheduling platforms to support productivity,…