BRIGHTER, STRONGER FOUNDATION

Job Description: Client Care Specialist

Department: Client Services and Programs
Location: Harford County Office – Abingdon, Maryland
Additional Work Location: Essex, Maryland, as assigned
Reports To: Vice President of Client Services and Programs
Employment Classification: Full-Time, Non-Exempt
Pay Grade: 4
Compensation Range: $20.00 - $22.00 per hour
Schedule: Monday–Friday, with evening and weekend availability required based on operational and client service needs
Supervisory Responsibilities: None

Position Summary

Brighter, Stronger Foundation (BSF) is seeking a highly organized, service-oriented, and detail-focused Client Care Specialist to support the daily operations of our client services program. This position serves as a key administrative liaison among clients, families, clinical providers, insurance representatives, and internal departments to facilitate timely, coordinated, and compliant service delivery.

The Client Care Specialist is responsible for front desk operations, appointment scheduling, insurance eligibility verification, authorization tracking, intake documentation, electronic record maintenance, and other administrative functions that support continuity of care. The successful candidate will demonstrate professionalism, compassion, sound judgment, and a strong commitment to client confidentiality and organizational accountability.

The ideal candidate has experience in healthcare or behavioral health administration, understands the importance of accurate documentation and authorization management, and can balance competing priorities while maintaining a welcoming and client-centered environment.

About Brighter, Stronger Foundation

Founded in 2010, Brighter, Stronger Foundation is a Maryland-based behavioral health organization dedicated to meeting the needs of individuals and families through high-quality, home- and community-based services. BSF promotes recovery, rehabilitation, independence, and meaningful community integration through compassionate, person-centered care.

As a state-licensed and CARF-accredited organization, BSF is committed to service excellence, regulatory compliance, continuous improvement, and measurable outcomes for the individuals and families we serve.

Essential Duties and Responsibilities

1. Client Reception and Customer Service

• Serve as the primary point of contact for clients, families, visitors, and service providers in person and by telephone.
• Maintain a professional, welcoming, organized, and client-centered reception environment.
• Respond to inquiries promptly, provide accurate administrative information, and direct clinical or specialized questions to the appropriate personnel.
• Communicate appointment information, documentation requirements, and scheduling updates clearly and respectfully.
• Handle client concerns professionally, escalating clinical, safety, or service-related matters to the appropriate supervisor.

2. Scheduling and Coordination of Services

• Coordinate initial assessments, follow-up appointments, group services, and other scheduled activities.
• Maintain accurate provider schedules and support efficient client flow.
• Confirm appointments, process cancellations, coordinate rescheduling, and communicate changes to affected parties.
• Monitor scheduling requirements to help prevent service interruptions and reduce missed appointments.
• Coordinate scheduling with active authorizations, service requirements, provider availability, and applicable organizational procedures.
• Communicate identified scheduling conflicts or service gaps to the appropriate team members.

3. Insurance Eligibility and Authorization Support

• Verify client insurance eligibility and coverage information in accordance with established procedures.
• Coordinate with internal authorization personnel, insurance representatives, and other relevant parties regarding authorization status, documentation requirements, and renewal timelines.
• Track authorization expiration dates and outstanding requests to help prevent avoidable interruptions in services.
• Identify discrepancies, missing documentation, or authorization concerns and promptly communicate them to the appropriate personnel.
• Maintain accurate authorization records and follow up on pending items within established timeframes.
• Support the collection of documentation needed for service authorization, billing, and reimbursement.

4. Intake, Records Management, and Documentation

• Assist clients and families with intake paperwork, registration forms, demographic updates, and other required documentation.
• Maintain accurate, timely, and complete client information within electronic medical record (EMR) and other approved systems.
• Review submitted documents for completeness and route outstanding items to the appropriate staff.
• Organize electronic records and administrative files in accordance with organizational procedures and applicable retention requirements.
• Support record reviews, internal audits, and compliance activities by retrieving and organizing requested documentation.
• Ensure that all records are handled securely and that access is limited to authorized personnel.

5. Compliance, Confidentiality, and Quality Assurance

• Protect confidential client information and comply with applicable HIPAA requirements, Maryland regulations, and BSF policies and procedures.
• Follow applicable documentation, privacy, recordkeeping, and information-security protocols.
• Support compliance with applicable COMAR requirements, CARF accreditation standards, and organizational quality assurance practices, as relevant to assigned duties.
• Report suspected privacy breaches, documentation discrepancies, service concerns, and other compliance issues through established reporting channels.
• Participate in required training, staff meetings, audits, and process-improvement initiatives.

6. Administrative and Departmental Support

• Provide administrative support to the Client Services and Programs department, including data entry, document preparation, reporting, and correspondence.
• Assist clinical, billing, and administrative personnel with obtaining and organizing documentation necessary for claims processing and operational reporting.
• Maintain trackers for appointments, authorizations, pending documents, and other assigned operational activities.
• Assist with identifying workflow inefficiencies and recommending practical improvements.
• Complete special projects and other duties consistent with the position, as assigned by the supervisor.

Required Qualifications

Education and Experience

• High school diploma or equivalent required.
• Minimum of three (3) years of administrative experience in healthcare, behavioral health, human services, or a related client-facing environment required.
• Experience in a medical or behavioral health front office, client intake, scheduling, or service coordination role strongly preferred.
• Demonstrated experience with appointment scheduling, electronic documentation, and confidential records management required.
• Experience supporting insurance eligibility verification, authorization tracking, or billing documentation strongly preferred.
• An associate degree or relevant professional certification is preferred but not required.

Technical Competencies

• Proficiency with Microsoft Office applications and Google Workspace.
• Ability to learn and navigate electronic medical records, scheduling platforms, and digital documentation systems.
• Familiarity with insurance portals, authorization workflows, and healthcare administrative processes preferred.
• Experience with Paylocity or similar HRIS platforms is a plus but is not a primary requirement of the position.

Core Competencies

The successful candidate will demonstrate:

• Client-Centered Service: Provides respectful, compassionate, and professional support to individuals and families.
• Organization and Attention to Detail: Maintains accurate records, monitors deadlines, and follows through on outstanding tasks.
• Communication: Communicates clearly and professionally with clients, families, providers, insurers, and colleagues.
• Confidentiality and Integrity: Exercises sound judgment when handling sensitive information and follows established privacy requirements.
• Accountability: Demonstrates reliable attendance, punctuality, ownership of assigned responsibilities, and timely follow-through.
• Problem-Solving: Identifies scheduling, authorization, and documentation issues and takes appropriate steps to resolve or escalate them.
• Adaptability: Manages competing priorities and adjusts to changing client and operational needs.
• Teamwork: Collaborates effectively across clinical, administrative, billing, and leadership functions.

Work Environment and Physical Requirements

This is an in-person, front-office position that requires regular interaction with clients, families, providers, and administrative personnel.

The role may require:

• Extended periods of sitting, standing, computer use, and telephone communication.
• Occasional movement of files, office supplies, or other items weighing up to 15 pounds.
• Flexibility to work scheduled evenings or weekends when required by operational needs.
• Travel between BSF locations when assigned.

Reasonable accommodations will be provided to qualified individuals with disabilities in accordance with applicable law.

Benefits

Eligible employees may participate in BSF's benefits programs, subject to the applicable plan documents, eligibility requirements, and organizational policies. Benefits may include:

• Medical, dental, and vision insurance.
• Traditional or Roth 401(k) retirement savings with company match, subject to plan terms.
• Paid time off and sick leave in accordance with applicable policies and law.
• Health Savings Account (HSA) options, where eligible.
• Employee Assistance Program (EAP).
• Employee referral bonus program, subject to program requirements.
• Professional development and training opportunities.

Equal Employment Opportunity and Employment Disclaimer

Brighter, Stronger Foundation is an Equal Opportunity Employer. BSF prohibits discrimination and harassment based on any status protected by applicable federal, Maryland, or local law. Qualified applicants are encouraged to apply.

This job description is intended to describe the general nature and level of work performed in this position. It is not an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify job duties and responsibilities based on organizational needs, consistent with applicable law.

Employment with BSF is subject to applicable policies and employment terms. Nothing in this job description creates an employment contract or guarantees employment for any specific duration.