Client Access Specialist ON CALL

Rate of Pay: $24.40hr

Shift:  On Call hours will vary based on department needs

Eligible Benefits:
*Paid Sick Time accrual of 1 hour per 30 hours worked
*403b retirement participation and employer match up to 5% 
*Access to the Employee Assistance Program

Job Summary 

The part-time, on call Client Access Specialist serves as on-call administrative and front desk coverage to maintain continuity of office operations during scheduled or unscheduled absences of regular reception staff. This role serves as the first point of contact for clients, visitors and telephone inquiries, creating a welcoming, professional and client-centered experience.  This position provides comprehensive front desk support while ensuring all clients and guests receive accurate, timely, and meaningful information about services and resources. The Client Access Specialist is responsible for complex scheduling across multiple providers and services, checking clients in for appointments, and maintaining accurate client records by obtaining and updating demographic information, verifying insurance coverage, updating fee agreements, and collecting payments at the time of service. Additional responsibilities include managing incoming and outgoing mail and deliveries, coordinating conference room scheduling, and performing a variety of clerical and administrative duties. This role plays a critical part in ensuring efficient clinic operations while fostering a positive, organized, and welcoming environment for clients, staff, and community partners. This role requires flexibility, including the ability to respond to on-call coverage needs and accept shifts on short notice.

Essential Job Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primary front desk and intake point of contact, managing reception operations including greeting and directing visitors and clients, answering and routing calls, and maintaining a welcoming, professional environment.
• Collaborate and communicate effectively with clinical staff, community partners, and internal teams regarding client scheduling, intake status, and administrative needs.
• Provide a high level of professional service and values-based hospitality while safeguarding participant privacy and maintaining an atmosphere of dignity, safety, and trust.
• Perform intake coordination duties, including scheduling appointments.
• Enter, update, and maintain accurate client demographic, insurance, and contact information within EHR as per policy and training.
• Verify insurance coverage and copy new insurance cards, directing patients to work with OHP assistors if appropriate.
• Conduct appointment reminder calls for scheduled appointments.
• Verify insurance eligibility for each scheduled client and ensure required intake information and documentation are completed accurately and timely.
• Provide primary data entry and administrative support for business office functions, including MOTS, health records requests.
• Access insurance payer portals to verify eligibility, document verification outcomes, and communicate coverage information to relevant staff.
• Maintain and manage provider schedules within EHR to support efficient and accurate service delivery.
• Document client inquiries, phone calls, insurance verification, and intake-related activities in the EHR in accordance with documentation standards.
• Perform general clerical and administrative duties, including photocopying, filing, faxing, scanning, and records management.
• Proactively identify opportunities for improvement within workflows and logistics. Participate in review of Key Performance Indicators; review and contribute to continuous improvement opportunities and plans.
• Adhere to organizational policies and procedures, confidentiality regulations, and all applicable federal and state behavioral health standards.
• Perform other duties as assigned.

Experience, Knowledge, Skills and Abilities

The following are the minimum levels required to successfully perform the Essential Job Duties and Responsibilities. 

• State ORCHARDS BCU background check clearance, required
• Prior experience in a healthcare office or a high-volume customer service or administrative environment with extensive public interaction, required
• Prior experience in a behavioral health setting, strongly preferred
• Spanish bilingual, strongly preferred 
• Computer literacy; proficient ability with Electronic Health Record (EHR) highly preferred, Microsoft applications including Excel, highly preferred.
• Ability to manage and safeguard sensitive client information, including medical records and billing data, in compliance with privacy, confidentiality, and security requirements
• Exceptional written and verbal communication skills, with the ability to convey complex information clearly, professionally, and appropriately for diverse audiences
• Excellent organizational and time-management skills, with the ability to manage multiple priorities, adapt to shifting needs, and perform effectively in a fast-paced environment
• Demonstrated ability to establish and maintain clear professional boundaries while holding participants and staff accountable with compassion and consistency
• Strong communication, trauma-informed engagement, and conflict resolution skills, with the ability to navigate emotionally charged or complex situations
• Ability to remain calm, regulated, and exercise sound judgment in high-stress or crisis situations
• Demonstrated success working effectively with individuals from diverse backgrounds and contributing to an inclusive, respectful, and culturally responsive workplace environment
• Ability to communicate professionally and empathetically with staff, applicants, vendors, and regulatory partners while providing high-quality customer service

Working Conditions

Environment and Physical Requirements: This position is based in a standard office reception setting within BTC treatment sites and requires regular, on-site presence. The role involves frequent interaction with treatment participants, visitors, staff, and community partners, both in person and by phone. Work includes extensive computer use, data entry, scheduling, and other administrative tasks, as well as periods of sitting, standing, walking, and movement throughout the workday. The position may involve occasional movement between program or administrative areas and exposure to typical indoor office conditions. The employee must be able to lift, push, pull, and move files, office supplies, and equipment up to 15 pounds. 

Emotional and Cognitive Demands: This role involves regular interaction with participants who may be experiencing emotional distress, crisis, or unpredictable behavior, requiring calm presence, sound judgment, and appropriate de-escalation while maintaining a welcoming and organized front desk environment. The position requires sustained emotional regulation, professionalism, and the ability to manage competing priorities such as reception duties, phone calls, scheduling, data entry, and intake coordination. This role must maintain professional boundaries, protect participant privacy, and follow safety protocols when responding to unexpected or escalated situations. The role requires adaptability, clear communication, and resilience when balancing administrative responsibilities with participant-facing support throughout the workday.

Position Type/Expected Hours of Work: This is a part-time, hourly non-exempt on-call position. Work hours vary based on coverage needs and typically include day shifts Monday through Friday. Scheduled hours fluctuate and generally do not exceed 25 hours per week, depending on operational demands. Occasional evening, weekend, or holiday shifts may also be required to support program operations.

Other Duties and Responsibilities: This job description is a summary of the essential duties and responsibilities for this job, and it does not necessarily represent an all-inclusive list of duties, responsibilities, tasks or procedures. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instruction or assignments. Nothing in this description restricts Bridges’ right to assign or reassign duties at any time.

Accommodation Statement: Essential job duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform the job successfully, an incumbent or applicant must possess the experience, knowledge, skills, and abilities to perform each essential duty and responsibility proficiently. If you require an accommodation in order to perform the essential duties and responsibilities of this job, please contact the Bridges to Change Human Resources Manager.

Bridges to Change is an Equal Opportunity Employer

Salary : $24