Client Relations Specialist

Job Description

Job Description

Company

We are a Virginia-based healthcare provider that offers mental health services and primary care to treat the whole person- mind and body. Through Zoe Therapy Services and Zoe Primary Care, our collaborative model empowers patients to improve their mood, health, and relationships with personalized care plans, ongoing support, and accessible services both in-person and via telehealth.

B asic Function

The Client Relations Specialist plays a vital role in ensuring the smooth operations of the office. Responsibilities include scheduling appointments, greeting clients upon arrival at the office, client registration, medical chart maintenance, accepting payments, providing back-up, as needed. This position will support the front desk of a small but mighty office of 7-12. The Client Relations Specialist will work independently and have high engagement with patients. This individual will also interact cross-functionally with other departments and locations to share ideas, solve problems, and provide back-up as needed.

Key Responsibilities

• Coordinate and schedule patient appointments; manage appointment cancellations or rescheduling requests and reach out to fill open appointments.
• Serve as the primary point of contact for patient inquiries via phone, portal messages, or in person; provide clear and accurate information to patients regarding appointments, policies, and general inquiries.
• Address patient concerns and escalate issues to appropriate healthcare personnel or manager when necessary.
• Maintain accurate and up-to-date patient medical records and documentation; ensure confidentiality and compliance with HIPAA regulations.
• Greet and check-in patients; assist in the completion of patient registration and intake forms; check-out and collect payments from patients.
• Collaborate with healthcare providers to ensure seamless patient care transitions.

• Verify patient insurance coverage and benefits; assist patients with insurance-related inquiries and coordinate with insurance providers as needed. Clearly and accurately explain insurance benefits, deductibles, copay structures, and billing policies to patients in a way that is easy to understand.
• Proactively collect patient payments at the time of service, including copays, coinsurance, and outstanding balances- both current and past due- with confidence and professionalism; maintain a firm yet empathetic approach when addressing payment concerns, ensuring patients feel respected and supported while upholding the financial integrity of the practice.

• Facilitate referrals to specialists or other healthcare facilities as directed by healthcare providers.
• Support healthcare providers and clinical staff with other administrative tasks.

Candidate Attributes/Skills Sought

The role calls for an adaptable, compassionate professional who thrives in a dynamic environment and confidently manages competing priorities with grace and efficiency. The ideal candidate treats every individual with warmth and respect, creating a welcoming atmosphere while maintaining clear focus and strong organizational skills.

• Attention to Detail - Directs attention to the task at hand in order to avoid making mistakes. Prepares and carefully reviews figures, computations, reports, etc., to identify any errors or problems; ensures consistency and that information can be understood by all who read it. Shows concern for all aspects of the job no matter how small.

• Client Commitment - Dedicated to meeting the expectations and requirements of internal team members and external patients. Establishes and maintains effective relationships to gain trust and respect.
• Composure – Stays calm and even-tempered when handling crises, stressful situations, continuous change, or unexpected developments. Remains cool under pressure. Does not become defensive or irritated when resisted or blocked. Is not knocked off balance by the unexpected; is able to recover from difficult situations. Seen as a settling influence in a crisis.

• Effective Communicator - Consistently communicates with clarity and thoroughness to optimize audience understanding. Communicates information in a clear, concise, and timely manner. Demonstrates effective speaking and presentation skills.
• Follow-Up - Monitors and evaluates progress on working assignments, commitments, processes, etc. with little or no supervision to ensure timely and successful completion of assigned tasks.
• Responsiveness - Responds to others' ideas, suggestions and disagreements in a timely and constructive and non-defensive manner; creates open lines of communication with others to build trust.

Education/Experience

• 3+ years of working experience in a medical office
• High School degree or equivalent
• Computer, multi-line phone systems, office equipment, Microsoft Office experience preferred