Executive Assistant to Clinical Director

Qualifications for the Executive Assistant to Clinical Director

• Communication excellence: Clear, warm writing and phone presence; skilled at de-escalation and expectation-setting.
• Channel fluency: Hands-on experience with phone systems/IVR, shared inboxes, secure portals, chat, and basic social media management.
• Scheduling mastery: Proven ability to manage complex calendars and fill schedules efficiently.
• Tech-savvy & organized: Comfortable with EHR/CRM and productivity tools; quick learner; meticulous documentation.
• Data-aware: Track SLAs and use simple dashboards or reports to drive action.
• Compliance mindset: Maintains confidentiality (HIPAA) and respects consent/opt-in norms for messaging.
• Team player: Collaborates smoothly with clinicians and operations; receptive to feedback.

Preferred qualifications for the Executive Assistant to Clinical Director

• Healthcare/behavioral health or high-volume client-service experience.
• Familiarity with call-quality frameworks, template libraries, and basic social/content scheduling.

Summary

Genesis Clinical Services is seeking a proactive, client-obsessed Executive Assistant to Clinical Director to lead all front-line communications for a growing clinical psychology practice in Charlotte, NC. This part-time role (with growth potential) owns our client experience across phone, email, portal, chat, social, and in-office touchpoints—driving rapid responses, full schedules, clear information, and a warm, professional brand voice. You will set and uphold communication standards, run day-to-day interactions, and continuously improve tools and processes that make it easy for clients to connect with us.

Core Values

At Genesis Clinical Services, our work is guided by five core values that define our culture:

• Empathetic Precision: We believe in providing precise, compassionate care, balancing honest, direct communication with empathy and understanding.
• Collaborative Excellence: We excel through teamwork, knowledge-sharing, and supporting one another to provide the highest quality care for our clients.
• Innovative Communication: We continually seek creative ways to communicate insights and improve the client experience.
• Joyful Resilience: We approach challenges with humor, humility, and positivity, maintaining a healthy balance in our work and personal lives.
• Unity in Diversity: We celebrate diversity and inclusion, fostering a supportive community that enriches the healing process.

Top Priorities for the Executive Assistant to Clinical Director

Answer all incoming calls

• Serve as the first point of contact; resolve or route with empathy and accuracy.
• Meet service targets: answer rate, average speed to answer, first-contact resolution, voicemail response time.
• Maintain call handling guides, dispositions, and quality checklists.

Review and respond to emails

• Monitor shared inboxes; triage, draft, and send timely, clear, professional replies.
• Use templates and tone guidelines; meet same-business-day response SLAs.

Review and respond to phone portal/voicemail

• Clear and document messages promptly; ensure callbacks meet SLA.
• Close the loop in the EHR/CRM and update client records with next steps.

Schedule clients

• Coordinate, confirm, and reschedule appointments with minimal clinician overhead.
• Optimize appointment mix, reduce gaps, and align visit types with provider availability.
• Proactively offer earlier openings and manage a waitlist.

Collect service payments (including co-pays)

• Communicate fees upfront and collect service payments at scheduling or check-in.
• Process payments accurately; handle balances, payment plans, and receipts per policy; maintain HIPAA compliance.

Ensure schedules are full

• Monitor utilization and fill rates daily; act on cancellations immediately.
• Run recall and re-activation outreach; send reminders; reduce no-shows.
• Partner with operations to forecast demand and align staffing.

Projects as needed

• Improve response times, templates, knowledge bases, and client education materials.
• Pilot new channels/features (e.g., text reminders, web chat) and document outcomes.

Communication Strategy & Marketing Communications

• Omnichannel ownership: Manage voice, email, portal, chat, website contact forms, and social messaging to ensure consistency, clarity, and warmth.
• Brand voice & templates: Create and maintain scripts, macros, and email/portal templates; audit for readability and compliance.
• Social media & reputation: Maintain a basic social presence (practice updates, psychoeducation, office closures), monitor DMs, and triage reviews/feedback to leadership.
• Content & campaigns: Coordinate client-facing communications (appointment prep, policy updates, seasonal reminders, wellness tips) and maintain a simple content calendar.
• Measurement: Track SLAs, first-contact resolution, CSAT/reviews, and channel utilization; report insights and recommend improvements.
• CRM/EHR hygiene: Tag inquiries, reasons for contact, and outcomes to support capacity planning and quality initiatives.
• Compliance & consent: Follow HIPAA and messaging-consent requirements; use approved channels and disclosures.

Tools & Process Innovation

• Tool stewardship: Administer and improve the phone system/IVR, shared inboxes, secure portal messaging, chat, and basic social tooling.
• Automation & workflows: Implement templates, saved replies, routing rules, scheduling links, and reminder flows; propose low-risk automations that reduce manual work.
• Knowledge base: Build and maintain an internal, searchable playbook (FAQs, coverage notes, prep instructions, urgent protocols).
• Training: Coach colleagues on communication standards; run quick refreshers when scripts or policies change.
• Continuous improvement: Test small changes (e.g., subject lines, reminder timing), document results, and roll out wins.

Additional Responsibilities for the Executive Assistant to Clinical Director

• Greeting and assisting clients in office (check-in, forms, wayfinding).
• Client intake and registration; accurate documentation in EHR.
• Recordkeeping and documentation in EHR/CRM; confidentiality and privacy compliance.
• Billing coordination (basic support; route complex issues per policy).
• Clinical support and collaboration; room prep as requested.
• Office management (supplies, equipment checks, welcoming environment, with Operations).
• Emergency preparedness (follow established protocols).
• Quality assurance and compliance support; professional development.

Job Type: Part-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• Paid time off
• Retirement plan

Application Question(s):

• If you don't answer this question, your application will be rejected.

Create and share a video of you answering the following questions and share a link to it. It can be on YouTube, OneDrive, Google Drive, Loom, iCloud, or whatever video sharing platform you prefer. If you want to do it after you apply, send the link to ian@triple-blaze.com.

1) Client walks in the door. How do you greet them?
2) What is your most relevant experience or education related to each of these: communication and administrative support
3) Why do you want to work in a mental health practice, particularly one that focuses on ADHD and Autism assessments?
4) What are some innovative ideas you have for communicating with clients in a medical/mental health setting?

Education:

• Bachelor's (Required)

Experience:

• Executive administrative support: 4 years (Required)

Ability to Commute:

• Charlotte, NC 28226 (Required)

Work Location: In person

Salary : $22 - $25