What are the responsibilities and job description for the Client Experience Coordinator position at Circle of Wellness?
Client Experience Coordinator
Role Overview
As the first voice and face of Circle of Wellness, the Client Experience Coordinator plays a critical role in ensuring clients feel supported, welcomed, and cared for from first contact through their therapeutic journey. This role leads intake, scheduling, communication, and insurance verification, while also maintaining a calm, professional, and organized office environment. Your ability to balance client needs with administrative efficiency will shape how our clients experience care — before they ever meet with a therapist.
Key Responsibilities
Client Communication & Intake
- Answer all incoming calls professionally, triage inquiries, and route messages to the appropriate staff.
- Serve as the primary contact for all new client inquiries and schedule intake appointments within 24 hours.
- Send, track, and follow up on intake forms and paperwork through our EHR (SimplePractice).
Clearly explain services, therapist options, and payment policies.
Scheduling & Insurance
- Maintain therapist calendars, manage reschedules, and monitor for double bookings or gaps.
- Verify insurance benefits, document eligibility, and communicate clearly with clients about copays and coverage.
- Track insurance expirations and flag upcoming terminations.
Payments & Documentation
- Collect and record copays and private pay amounts at the time of service.
- Apply no-show and late cancellation fees as outlined in policy.
- Maintain accurate records in our EHR and assist with follow-up documentation when needed.
- Monitor and follow up on outstanding client balances, initiate and document payment plans when needed, and support clients in resolving past-due accounts in coordination with the billing team.
Office Environment & Client Experience
- Greet clients warmly in person and ensure a professional, welcoming check-in process.
- Oversee the cleanliness, organization, and ambiance of the front office, waiting room, and shared areas.
- Restock refreshments, client materials, and administrative supplies.
- Notify management of facility issues and coordinate basic office needs (cleaning, maintenance requests, etc.).
Team Collaboration
- Monitor the referral inbox and voicemail system daily and ensure timely responses.
- Track referral sources and outcomes for internal reporting.
- Escalate urgent issues or client concerns to the Practice Operations Manager.
- Identify and suggest workflow improvements to enhance client engagement and administrative efficiency.
Qualifications
- Bilingual in Spanish is a strong plus, as we serve a large Spanish-speaking client population.
- 2 years of experience in a healthcare front desk or intake role (behavioral health preferred)
- Strong phone presence, emotional intelligence, and problem-solving skills
- Excellent attention to detail and time management in a fast-paced setting
- Proficiency in EHR systems (SimplePractice preferred) and Google Workspace
- Familiarity with HIPAA compliance and client confidentiality standards
- No college degree required
- Ability to work on-site daily; this is not a hybrid or remote position
Compensation & Benefits
We believe in taking care of our team the way we want them to care for our clients.
Compensation:
Compensation:
- Competitive hourly pay, based on experience and qualifications
- Full-time, non-exempt (hourly), paid bi-weekly
Benefits Package Includes:
- Paid Time Off (PTO) and paid holidays
- 50% employer-paid health insurance for eligible full-time staff
- Professional development and training opportunities
How to Apply
To apply, please submit your resume and a brief note sharing why you're a great fit to:
llewis@circleofwellnesscounseling.com
llewis@circleofwellnesscounseling.com
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