Salary: $19.77/hr

Schedule:  Mon-Fri. 9:30a-5:30p

Expected start date late Aug/early Sept through Feb/March (Maternity leave cover but could turn permanent)

Location: Pittsfield, MA

The Client Services Representative (CSR) delivers exceptional customer service and seamless access to services by handling centralized scheduling, intake triage and routing, insurance eligibility/authorizations, registration, and point-of-service financial communications. The CSR receives and prioritizes intake requests (crisis/urgent/routine), coordinates referrals within Client’s programs and to external partners when appropriate, actively manages clinician schedules to optimize capacity, and ensures timely reminders and waitlist outreach to reduce no-shows. The role adheres to standard operating procedures to ensure accuracy, efficiency, and regulatory compliance; proactively improves the client experience while minimizing financial risk; and demonstrates a strong commitment to our Client’s mission, vision, and values. 

Essential Job Functions

• Intake, Triage, and Referrals
• Receive and triage all referrals; differentiate crisis, urgent, and routine needs; route/refer to appropriate Brien programs (e.g., Outpatient, Child/Adolescent, Transitional Care, Continuing Care, Court-Ordered services) or external providers when indicated.
• Enter and cross-check client identifiers in systems to identify duplicates, prior treatment, and therapist history, document findings and follow-up steps.
• Ensure client paperwork is uploaded and categorized accurately in the client’s chart.
• Perform insurance verification and eligibility/benefit checks at pre-reg, prior authorizations, plan exceptions, and complex benefits.
• Route 
• Act as liaison with internal programs and external agencies to facilitate timely, appropriate referrals and smooth transitions of care
• Scheduling, Eligibility & Authorizations
• Schedule outpatient intakes, evaluations, and follow-up appointments using best-practice scripts; collect/verify demographics, guarantor, and payer information; run eligibility and interpret responses to determine next steps.
• Actively manage clinician, prescriber, provider, and nursing schedules to optimize access and fill rate; coordinate reschedules for missed/cancelled appointments.
• Obtain/verify prior authorizations from payers (or prompt clients to secure authorizations when required) and document outcomes per payer guidelines.
• Prepare charts/records for intake appointments and ensure pre-registration data are up-to-date and complete. Setup PT-1s for clients in need of transportation to attend appointments.
• Emergency/Urgent Workflows (As Assigned)
• Complete rapid/“quick” registrations to expedite care while maintaining accuracy in accordance with organizational processes.
• Collaborate with clinical teams to complete full registration post-triage/stabilization.
• Client Communication, Reminders & Waitlist Management
• Send reminders (calls/letters/SMS per policy) for upcoming intakes; issue remedy/no-show letters and arrange rescheduling as appropriate.
• Maintain active waitlists; contact clients regularly to keep lists accurate and to offer earlier appointments when capacity opens.
• Documentation, Compliance & Special Populations
• Complete work-queues to resolve missing data, holds, or authorization issues; collaborate with clinical, Billing/RCM, and Client Access teams to troubleshoot barriers and improve throughput.

Participate in continuous improvement; meet/exceed productivity, quality, and client-satisfaction standards.

Other Duties

• Performs additional duties, as directed by management.
• This job description is intended to provide a general overview of the position and does not encompass all duties or responsibilities that may be required.

Qualifications, Experience, and Education

• Education: High School Diploma or GED required.
• Experience: 
• Minimum of one (1) year in a customer-service role; healthcare access/registration/scheduling preferred.
• Familiarity with general office and clerical support procedures.
• Required Knowledge & Skills:
• Outstanding oral and written communication; service-oriented professionalism in all interactions.
• Effective collaborator and problem-solver; facilitates conflict resolution and teamwork.
• Strong analytical/critical-thinking skills; prioritizes multiple tasks and implements solutions.
• Self-motivated with initiative; meets deadlines and drives tasks to completion.
• Proficiency with Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint); accurate, efficient typing.
• Ability to operate multi-line telephony/IVR systems and navigate EHR/PM systems for scheduling, registration, and documentation.
• Welcomes change and adapts to evolving workflows, systems, and operational needs.
• Abilities:
• Interact effectively with a diverse population and work collaboratively across programs.
• Manage competing priorities, maintain attention to detail/accuracy, and protect confidential information.
• Build and maintain collaborative relationships across programs and with external partners.
• Manage competing priorities while maintaining accuracy and excellent service.