Access Specialist

Counseling Associates; Hanover, Northern (NH, KY); On-site; USD 42,000 - 52,000; Full time

Job summary

Counseling Associates in Hanover, NH is seeking an Access Specialist to guide new and returning clients through scheduling, intake, and care coordination. You will be the first point of contact, gather information, and enter data into the EHR, helping clients understand insurance and available clinicians.

This role is highly organized and communications-focused, with responsibilities across scheduling, referrals, and back-up front desk coverage.

Qualifications

• Experience in a client-facing, administrative healthcare role.
• Excellent written and verbal communication skills.
• Attention to detail and ability to manage multiple priorities.
• Comfort using electronic health records and office databases.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Answer calls and schedule appointments for new and returning clients.
• Enter client information into the EHR and intake systems accurately.
• Explain insurance coverage and scheduling expectations to clients.
• Coordinate with the ACPM and Access Team on case placements.
• Maintain documentation of scheduling communications for the team.

Skills

Organizational skills

Communication skills

EHR experience

Scheduling

Confidentiality

Tools

EHR software

Intake management systems

Job description

# Access SpecialistUpper Valley - Hanover, NH 03755## OverviewPosition TypeOffice## Description**About the Role**At Counseling Associates, the first experience a client has with our practice matters. The **Access Specialist** plays an important role in helping new and returning clients navigate the process of connecting with the right clinician and getting scheduled for care.This is a **highly organized, communication-focused, administrative team position** that combines client service, scheduling, care coordination, data entry, and serves as the back up for front desk presence during absences of other team members. As an Access Specialist, you'll be one of the first points of contact for people reaching out for services, helping them understand their options and making the process of getting connected to care as smooth and efficient as possible.You'll work closely with the **Access & Coordination Program Manager (ACPM)** and the Access & Coordination Team to manage incoming requests, coordinate appointments, communicate with professional referral sources, and help make sure available clinical time is used effectively.**What You'll Do****Client Access & Scheduling*** Answer and respond to calls coming through the Intake Line.* Coordinate and schedule appointments for new and returning clients contacting Counseling Associates by phone, online appointment requests, and professional referrals.* Gather and confirm required client information, including a brief summary of presenting concerns.* Enter client information accurately and thoroughly into the EHR and intake management systems.* Help clients understand insurance coverage, financial arrangements, clinician availability, and scheduling expectations.* Work with the ACPM and Access Team to determine appropriate next steps and clinician placement.* Provide clear, welcoming information about what clients can expect for their first appointment.* Respond to new contacts within **24–48 hours** regarding current availability or waitlist status.* Periodically follow up with individuals on the waitlist to confirm continued interest and explore additional scheduling flexibility.* Clearly document scheduling-related communication in the client record so that information is accessible to the administrative team.**Referral & Community Coordination*** Maintain positive, professional relationships with physicians, therapists, healthcare providers, and other community referral sources as assigned.* Communicate regularly with professional referrers as assigned.* Help ensure referral partners receive timely and accurate information regarding client access and available services.* Work collaboratively with the ACPM and Access Team on unique or complex cases requiring additional consideration for level of care or disposition.**Team Coordination & Workflow*** Meet weekly with the ACPM and Access Program Clinical Director to review incoming information, workflow, and team priorities.* Attend weekly Coordination Team meetings and scheduled team huddles.* Collaborate with the Access Team to identify opportunities to improve client access, communication, and scheduling processes.* Help develop efficient processes that reduce wait times and maximize the use of available clinical and administrative capacity.* Maintain systems for tracking contacts, follow-up activities, referrals, and daily workflow.**Administrative & Tracking Responsibilities**You will also help maintain several important systems and recurring processes, including:* Sending the weekly **Clinician Availability Form*** Maintaining **ScreenTake tracking*** Maintaining **Professional Referral Contact and Tracking*** Coordinating outreach letters to FTFT* Tracking client follow-up and waitlist activity* Maintaining accurate documentation and communication within the appropriate systems## Qualifications**What We're Looking For**We're looking for someone who is **organized, responsive, compassionate, and comfortable managing a lot of moving pieces at once.**The right person will:* Communicate clearly and professionally with clients, families, clinicians, and community professionals.* Be comfortable having conversations with people who may be stressed, frustrated, or uncertain about accessing mental health services.* Listen carefully and gather information accurately.* Have excellent attention to detail and follow-through.* Be comfortable working in electronic health records and other computer-based systems.* Be able to balance competing priorities while maintaining responsiveness.* Understand the importance of timely communication and follow-up.* Be comfortable asking questions and seeking guidance when a situation is outside their scope.* Work well independently while also being a collaborative member of a dynamic support team.* Maintain confidentiality and exercise good judgment when handling sensitive information.* Approach clients and professional partners with warmth, professionalism, and respect.**Experience & Qualifications****Required:*** Previous experience in a client-facing, administrative, healthcare, behavioral health, scheduling, intake, referral coordination, or similar role.* Strong verbal and written communication skills.* Excellent organizational skills and attention to detail.* Ability to manage multiple priorities and follow through on outstanding tasks.* Comfort learning and using electronic systems and databases.* Ability to maintain confidentiality and handle sensitive information appropriately.* Ability to work collaboratively within a team structure.**Preferred:*** Experience in a behavioral health, healthcare, medical office, or other clinical setting.* Experience with intake, scheduling, referral coordination, or care coordination.* Familiarity with health insurance terminology and coverage.* Experience working with an EHR or intake management system.* Experience communicating with healthcare providers or other professional referral sources.**Why This Role Matters**Access to mental health care can sometimes feel complicated or overwhelming. A phone call, referral, or online request may be someone's first step toward getting help.The Access Specialist helps make that first step **clear, responsive, organized, and welcoming**.Success in this role means clients receive timely communication, referral partners feel supported, clinicians' availability is used thoughtfully, and our administrative team has the information it needs to provide a seamless experience.**Our Culture**At Counseling Associates, we believe that **how we work with people matters**.We strive to create an environment built on acceptance, support, inclusivity, belonging, continuous learning, and teamwork. We value people who assume the best, communicate openly, take ownership of their work, and look for ways to make both the client and employee experience better.If you're someone who enjoys **helping people, solving problems, staying organized, and making complicated processes feel easier**, we'd love to hear from you.