Client Access Specialist

The Client Access Specialist is a primary non-clinical point of contact who helps clients navigate the administrative and financial side of their care journey. This role supports registration, insurance and eligibility, scheduling, payments, financial assistance, referrals, follow-up, and connection to the appropriate internal or community resource.

What You'll Do

• Welcome and assist individuals regardless of ability to pay or complexity of need
• Identify the client's administrative or access need
• Use clear and simple language when explaining all processes
• Protect confidentiality and maintain professional boundaries
• Connect clients to routine access, Same Day Care, crisis, clinical, financial, or other appropriate support using established workflows
• Collect and maintain accurate registration, demographic, consent, insurance, and required documentation
• Verify eligibility and payer information using approved systems
• Identify and resolve missing or conflicting information
• Complete or escalate authorization and coverage tasks to ensure clients are ready for services
• Coordinate appointments and follow-up based on approved scheduling guidelines
• Consider service sequence, provider availability, payer requirements, and location
• Support rescheduling and administrative outreach
• Explain payment expectations and available financial assistance
• Collect applicable copays, balances, and other established payments
• Document payment and collection outcomes
• Assist with financial-assistance applications and required documentation
• Support Good Faith Estimate processes as assigned
• Refer Medicaid and eligibility questions to designated staff
• Maintain accurate, timely documentation of client contacts and activities
• Document applications, referrals, outreach, barriers, payments, outcomes, and next steps
• Follow CCBHC, DMHA, payer, privacy, cash-handling, and access workflows
• Identify recurring barriers and support consistent practices across locations

Qualifications

• Associate degree or equivalent combination of education and two years of relevant experience in behavioral health, healthcare, human services, eligibility, referrals, medical office, or revenue cycle
• Bachelor's degree preferred but not required
• Ability to learn healthcare benefits, insurance eligibility, financial assistance, and payer requirements
• Ability to accurately use electronic health records, scheduling, eligibility, payment, and document-management systems
• Strong interpersonal and communication skills, with an empathetic and respectful approach to clients, families, and partners
• Strong organization, follow-through, problem-solving, attention to detail, and ability to manage multiple time-sensitive tasks