Client Care Lead: Warm Front Desk & Onboarding

LAUREN TAYLOR LMFT MARRIAGE & FAMILY THERAPY PROFESSIONAL; United States; Remote; USD 23,000 - 32,000; Part time

Benefits offered by this job

Meaningful work

Growth opportunities

Collaborative team

Flexible schedule

Job summary

Rooted Survivors Therapy is hiring a warm Client Care Lead for front-of-house administration. You will guide new clients from inquiry to care start, coordinate scheduling, and support clinicians with day-to-day operations in a trauma-informed practice.

The role begins with one 7-hour shift per week at $20/hour, with potential to grow to ~4.5 shifts over time as client volume increases. Join a small, compassionate team focused on relational care.

Qualifications

• Strong written and verbal communication skills and a welcoming phone manner.
• Excellent organization, attention to detail, and follow-through.
• Comfort learning scheduling, charting, and practice management systems.
• Ability to handle sensitive client information with discretion and care.
• Experience in healthcare, behavioral health administration, customer service, or insurance support is a plus; familiarity with scheduling, billing, or electronic health record systems is helpful.

Responsibilities

• Answer and monitor the practice phone, voicemail, shared email inbox, and website inquiries. Route clinical or urgent concerns to the appropriate clinician.
• Track referral sources and each inquiry’s status, consultation, follow-up, and next step. Maintain waitlists and close the loop with prospective clients.
• Conduct initial consultations, explain the practice’s services and onboarding steps, and help clients understand scheduling, fee, and insurance processes.
• Make thoughtful therapist matches based on client goals, preferences, insurance, therapist specialties, and availability. Confirm the match with the clinician as needed.
• Send intake paperwork and reminders; check for completion, signatures, and required forms before the first appointment.
• Create and update charts with accurate contact, demographic, and administrative information. Upload and organize forms and records in the practice system.
• Verify insurance benefits, document verification details, and explain that benefit information is an estimate rather than a guarantee of payment.
• Schedule new and returning clients, coordinate clinician calendars, send appointment confirmations and reminders, and share telehealth or location details.
• Manage cancellations, reschedules, and missed appointments. Update calendars, notify clinicians, follow practice policies, and offer openings to waitlisted clients when appropriate.
• Support routine billing logistics according to practice procedures, such as discussing fees and balances, coordinating payment methods, sharing receipts or superbill information, and routing complex questions.
• Follow up with clients during onboarding to answer administrative questions, identify obstacles, and keep the transition into care moving.
• Handle records, release requests, and sensitive information securely and in line with practice procedures. Track signed releases and route clinical records requests for review.
• Support clinicians with scheduling changes and routine client communication. Keep shared calendars, inboxes, forms, and administrative workflows organized.
• When in-person services are offered, welcome and check in clients and help keep the client-facing space organized and ready for appointments.
• Support everyday practice operations such as monitoring supplies, preparing forms, coordinating mail or document handling, and completing follow-through tasks.

Skills

Communication skills

Organization

Scheduling software

Privacy & discretion

Healthcare admin experience

Job description

Rooted Survivors Therapy is hiring a warm Client Care Lead for front-of-house administration. You will guide new clients from inquiry to care start, coordinate scheduling, and support clinicians with day-to-day operations in a trauma-informed practice.

The role begins with one 7-hour shift per week at $20/hour, with potential to grow to ~4.5 shifts over time as client volume increases. Join a small, compassionate team focused on relational care.