Client Care Representative

Lumera Healthcare; Paducah (KY); On-site; USD 31,000 - 35,000; Full time

Job summary

Lumera Healthcare seeks a skilled Client Care Representative for our Information Age Park location in Paducah, Kentucky. The role acts as a critical link between clients and care teams, scheduling appointments, and communicating with clients and staff by phone, email, and instant messaging.

The ideal candidate is energetic, patient, and compassionate, with a commitment to excellent customer service. They must handle multiple tasks calmly and follow crisis-response procedures as needed, while

Qualifications

• High school diploma or equivalent required.
• Previous customer service or telephone experience in a medical setting required.
• Experience using an electronic medical record system preferred.
• Knowledge of mental health or behavioral health services is a plus.
• Proficiency with computers, email, word-processing programs, internet applications, and standard office equipment required.
• Reliable attendance and punctuality required.
• Ability to work on-site in Paducah, Kentucky.

Responsibilities

• Answer incoming calls and respond professionally to client questions and concerns.
• Schedule, confirm, cancel, and reschedule appointments according to established procedures.
• Communicate effectively with clients, families, providers, and other care team members.
• Provide compassionate support while maintaining appropriate professional boundaries.
• Recognize urgent or crisis-related concerns and follow escalation procedures.
• Maintain client confidentiality and comply with HIPAA requirements.
• Accurately document communications and update client information in the EMR.
• Manage multiple tasks and communication channels in a fast-paced environment.
• Work collaboratively with team members to address client needs.
• Perform other related duties as assigned.

Skills

Customer service

Telephone communication

Computer skills

Professional communication

Calm under pressure

Organization

Multitasking

Problem solving

Office procedures

Team oriented

Willingness to learn

Education

High school diploma or equivalent

Tools

EMR system

Job description

Client Care Representative

Location: Information Age Park – Paducah, KY
Job Type: Full-time
Schedule: Monday–Friday, 40 hours per week
Starting Pay: $15.00 per hour
Positions Available: One

Job Summary

Lumera Healthcare is seeking a skilled and compassionate Client Care Representative for our Information Age Park location in Paducah, Kentucky.

The Client Care Representative serves as an essential connection between clients and their care teams. Responsibilities include scheduling appointments according to established procedures, communicating with clients and staff by phone, email, and instant messaging, and assisting clients and their families in accessing the services and support they need.

The ideal candidate will be energetic, patient, compassionate, and committed to providing an excellent customer service experience. This individual must be able to remain calm under pressure, manage multiple responsibilities, solve problems, and respond appropriately during challenging or urgent situations, including when a client expresses suicidal thoughts or intent.

Candidates must be able to establish professional boundaries, protect confidential information, comply with HIPAA requirements, and consistently follow established policies and crisis-response procedures.

This position requires reliable attendance and the ability to work on-site in Paducah. Occasional work-from-home opportunities may be available based on operational needs, performance, and management approval.

This is a challenging but deeply rewarding position that helps individuals throughout western Kentucky access the mental health services they need.

Essential Responsibilities

• Answer incoming calls and respond professionally to client questions and concerns
• Schedule, confirm, cancel, and reschedule appointments according to established procedures
• Communicate effectively with clients, families, providers, and other members of the care team
• Provide compassionate support while maintaining appropriate professional boundaries
• Recognize urgent or crisis-related concerns and follow established escalation procedures
• Maintain client confidentiality and comply with HIPAA requirements
• Accurately document communications and update client information in the electronic medical record system
• Manage multiple tasks and communication channels in a fast-paced environment
• Work collaboratively with team members to address client needs
• Perform other related duties as assigned

Key Skills

• Excellent customer service and telephone communication skills
• Strong computer and technical abilities
• Professional, courteous, friendly, and empathetic communication style
• Ability to remain calm and composed in difficult or urgent situations
• Strong organization, multitasking, and problem-solving skills
• Knowledge of general office procedures
• Positive attitude and team-oriented approach
• Willingness to learn and continue developing job‑related skills

Qualifications

• High school diploma or equivalent required
• Previous customer service or telephone experience in a medical or related setting required
• Experience using an electronic medical record system preferred
• Knowledge of mental health or behavioral health services is a plus
• Proficiency with computers, email, word-processing programs, internet applications, and standard office equipment required
• Reliable attendance and punctuality required
• Ability to work on-site in Paducah, Kentucky

Lumera Healthcare is a team-oriented organization seeking a dependable individual who is interested in a long-term opportunity and making a meaningful difference in the lives of others.