Client and Provider Support Coordinator

The Client & Provider Support Coordinator is responsible for welcoming visitors and checking-in clients, coordinating client and therapist schedules, assisting with file management and office organization, and contributing to a positive office environment for all. This individual will be the point of contact for continuing services whether in person, on the phone, or through written communication; thus, must provide quality customer service that aligns with the agency’s values and standards of care.

KEY RESPONSIBILITIES:

Administrative & Office Support

• Answer phones, resolve caller needs, or direct callers to the appropriate party.
• Respond to voicemails, emails, text messages, and other forms of communication in a timely, professional manner.
• Greet clients and visitors to Maryland Wellness and address all immediate needs.
• Assist with office opening and closure to ensure timely availability for clients and visitors.
• Foster a welcoming and supportive environment for clients visiting the office.
• Serve as the primary liaison for client service questions (billing basics, portal access, program information) and escalate complex needs appropriately.
• Manage medical record compliance requests.
• Coordinates with external service providers, include labs, pharmacies and other entities to reduce barriers for clients.
• Perform other duties as assigned.

Client and Provider Support

• Manage all aspects of scheduling, including new appointments, reschedules, and cancellations, ensuring efficient use of provider calendars.
• Review provider schedules daily for reminders, updates, or adjustments.
• Maintain provider availability and scheduling updates in the EHR (vacations, leaves, schedule changes).
• Ensure timely scheduling for clients following referrals, assessments, or program transfers.
• Maintain transition caseload lists and coordinate with clinicians when clients are reassigned due to provider changes.
• Assist clinicians in managing caseload transitions to ensure smooth handoffs and minimal service disruption.
• Proactively conduct outreach to clients who have missed appointments or disengaged from services (via phone, text, or email).
• Track and document all re-engagement attempts in the EHR, escalating unresolved cases to leadership for review.
• Guide clinical teams on next steps for client care (e.g., reassignments, scheduling needs, discharge processes).
• Provide updates on client status and scheduling gaps during team huddles or case reviews.
• Manage clinical discharges in accordance with policy and documentation requirements.
• Manage and client and provider support projects as assigned by leadership (i.e. problem-solving court paperwork, Incident-To monitoring, etc.

Documentation & Compliance

• Maintain accurate and organized records of client interactions and data in compliance with regulatory standards.
• Log all communication and attempted communication in the EHR system.
• Support compliance by ensuring records, schedules, and client updates are accurate, complete, and timely.

Qualifications:

• Associate or Bachelor's degree in Business/Health Administration or related field.
• Preferred minimum 2 years of experience in medical assisting or administration.
• Preferred Minimum 2 years of management/supervision experience.
• Experience in mental health and addictions or a related field preferred.
• CPR and First Aid Certification required.

Skills and Abilities:

• Strong organizational and leadership skills.
• Excellent written and verbal communication abilities.
• Interpersonal skills to effectively build relationships with diverse individuals.
• Ability to handle a fast-paced environment and prioritize tasks.
• Proficient in using computers and technology for data management.