Administrative Client Services Representative [St Paul]

Partners Behavioral Healthcare; Saint Paul (MN); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Free clinical supervision

Loan Forgiveness Available

Paid time off

401k retirement plan

Job summary

Partners Behavioral Healthcare in Saint Paul, MN seeks an Admissions & Client Services Representative to act as the first contact for clients, families, and referrals. The role supports admissions, intake, scheduling, and documentation, ensuring smooth transitions into services.

Responsibilities include handling calls, collecting information, coordinating paperwork, and maintaining accurate records in Ritten.

Qualifications

• Bachelor's level education not required but preferred for future growth.
• Experience in intake, admissions, high-volume phone work or healthcare administration is expected.
• Must be able to work on-site 40 hours per week.

Responsibilities

• Handle admissions and intake calls professionally and accurately.
• Coordinate client intake paperwork and verify information.
• Schedule assessments and manage documentation in EHR systems.
• Maintain timely follow-up with clients and referral sources.

Skills

Phone etiquette

Customer service

Multi-tasking

Attention to detail

Communication

Problem solving

Empathy

Time management

Education

High school diploma or equivalent

Associate or bachelor's degree (preferred)

Tools

Ritten

Microsoft 365

Job description

Admissions & Client Services Representative [St Paul]

MISSION STATEMENT:

Partners Behavioral Healthcare finds and restores individuals struggling with substance use and mental health disorders. We provide behavioral health services for justice-involved individuals that need to break free from addiction and criminal thinking, manage mental health, and take control of their lives amidst the complexities of the justice system.Partners Behavioral Healthcare provides compassionate, individualized programs and a community invested in helping clients achieve long-term, lasting recovery giving them the opportunity for reconciliation with self and others, hope in a better life, and a purpose to explore and achieve.

Admissions & Client Services Representative

Reports To:

SUD Admissions Manager

Position(s) Supervised:

None

FLSA Classification:

Non-Exempt

Work Location:

On-Site, St Paul

Hours:

Monday - Friday Daytime Hours (9-5:30) or (8:30-5:00)

Pay Range:

$24 - $27 per hour

JOB SUMMARY:

The Admissions & Client Services Representative plays a key role in the admissions and intake process by serving as an initial point of contact for individuals, families, and referral sources seeking services. This position helps prospective clients understand the assessment process, available services, expected next steps, and how Partners can support their needs. The role requires strong phone skills, confidence in guiding conversations, consistent follow-up, attention to detail, and the ability to help reduce barriers that may prevent individuals from starting services.

The Admissions & Client Services Representative is responsible for handling incoming and outgoing intake-related calls, answering admissions-related questions, coordinating client intake paperwork, verifying client and insurance information, scheduling assessments and intakes, maintaining accurate documentation in Ritten, and supporting client and referral follow-up through the admissions process and transition into recommended services.

PRIMARY JOB DUTIES

• Process incoming calls and correspondence regarding admissions, intake, billing issues, and service questions.
• Complete intake-related client communication in an accurate, professional, and welcoming manner.
• Lead admissions conversations by asking appropriate questions, explaining the value of assessment and services, addressing hesitation, and helping prospective clients move toward a decision without pressure.
• Use computer-based systems to verify client demographic, insurance, intake, and referral information.
• Understand and communicate benefit or coverage changes to clients or refer to appropriate billing resources.
• Collect co-pay or deductibles and respond to questions regarding financial assistance programs available. Defer complex questions as needed.
• Obtain signatures from clients as needed.
• Coordinate scheduling and intake activities with efficiency, urgency, and attention to detail.
• Answer incoming calls, manage outgoing intake follow-up calls, respond to admissions-related questions, and provide information about services and next steps.
• Return missed calls, after-hours voicemails, faxes, and emails in a timely manner to keep intake and admissions activity moving.
• Upload, organize, and track client intake paperwork in the electronic health record system, Ritten.
• Monitor Ritten multiple times daily, upload faxes, manage incoming client records and miscellaneous documents, submit documentation to client charts, and notify the primary counselor or appropriate staff when follow-up is needed.
• Upload authorizations and submit them via email to the billing specialist.
• Fulfill requests for medical records.
• Follow up with prospective clients who have not yet committed or who complete an assessment but have not started recommended services, maintaining contact until they enroll, clearly decline, or no longer respond.
• Track each inquiry, referral, assessment, and follow-up activity through final outcome, and keep appropriate internal staff or referral sources updated on client status as needed.
• Provide proactive client follow-up related to intake, scheduling, late or missed programming, and next steps; communicate updates to staff or management and document updates in Ritten.
• Support general administrative needs of the admissions area, including limited front-office coverage, opening and closing the facility when needed, and office supply coordination.

KNOWLEDGE & SKILLS:

• Excellent written, verbal, phone, customer service, and listening skills.
• Possess maturity, patience, understanding and empathy with clients and staff.
• Ability to multi-task, stay productive in a fast-paced intake environment, handle stress, de-escalate, and problem solve.
• Strong facilitation, negotiation, investigation, and mediation skills.
• High-energy, proactive, approachable, and comfortable initiating contact with clients, referral sources, and internal team members.
• Ability to maintain composure and professionalism in all circumstances.
• Excellent critical thinking skills and ability to adapt when processes, priorities, or regulatory requirements change.
• Knowledge and understanding of all Partners Behavioral Healthcare processes as it pertains to the 12 Core Functions.
• Ability to maintain the confidentiality of client information.
• Possess the ability to think and act using a solution-focused rather than a problem-oriented approach.
• Ability to be punctual, manage time and rearrange schedule, as necessary.
• Consistently demonstrate a positive attitude and ability to be flexible.

REQUIRED QUALIFICATIONS:

• Must be at least 18 years of age.
• High school diploma or equivalent.
• 2-3 years of related experience in intake, admissions, high-volume phone work, call center, sales, customer service, healthcare administration, or a similar fast-paced environment. .
• Ability to pass a MN DHS (Department of Human Services) Background Study.
• Must be able to work 40 hours per week on site. This position is not eligible for remote work.

PREFERRED QUALIFICATIONS:

• Knowledge and experience using Ritten and Microsoft 365.
• Associate or bachelor's degree in related field.
• 4+ years of related experience, especially in intake, admissions, high-volume sales, call center work, or healthcare customer service.
• Computer literacy including experience using an electronic health records (EHR) system.
• Working knowledge of substance use disorder, mental health, behavioral healthcare, intake processes, or addiction treatment services.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

• Work is performed primarily on-site in an office or clinical setting.
• Frequent interaction with clients, referral sources, clinicians, and internal staff.
• Fast-paced, client-facing environment requiring professionalism, confidentiality, and emotional composure.
• Standard office equipment use including computers, phones, EHR systems (Ritten), printers, and copiers.
• Occasional standing, walking, bending, reaching, or lifting office materials up to 20 pounds.

CONTINUED EDUCATION AND TRAINING:

• Attend any mandatory staff meetings and trainings.
• Remain up to date with all current PIR policies and procedures.

WHAT WE OFFER:

Partners Behavioral Healthcare provides free clinical supervision for qualifying trainees and staff, and Clinician AI for charting support. All of our locations have complimentary off-street parking and ongoing professional development, including structured training for SUD groups.

We offer a comprehensive benefits package designed to support your well-being, career growth, and work-life balance. You’ll receive robust health coverage choices—with medical, dental, vision, life, and disability insurance. Our retirement plan includes a 401k with Roth and pre-tax deferral options with up to a 3.5% employer match. We value your time with generous paid time off, six company holidays and your birthday off.

Loan Forgiveness Available!

Partners Behavioral Healthcare offers services in health professional shortage areas, making them eligible sites for Minnesota's Health Professional Loan Forgiveness Programs, which offers loan forgiveness to some licensed professionals.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Partners Behavioral Healthcare is an Equal Opportunity Employer.