Client Experience Lead

Counseling + Recovery Services; Tulsa (OK); On-site; USD 45,000 - 65,000; Full time

Job summary

Counseling + Recovery Services is seeking a Client Experience Lead to manage front desk operations, supervise staff, and coordinate scheduling and administrative processes. The role acts as a liaison between clients, clinical teams, and agency departments to ensure smooth daily operations.

Responsibilities include supervising staff, improving client flow, and maintaining confidentiality while upholding Sanctuary Model principles and values.

Qualifications

• Baccalaureate degree preferred.
• Three years of experience in supporting administrative, clinical, and support staff to develop professionalism and coordination with a team.

Responsibilities

• Supervise and hire office staff.
• Schedule client appointments for clinical and medical practitioner teams.
• Provide front desk coverage when needed.
• Coordinate information flow between clinical and medical teams.
• Complete special projects from accounting as needed.
• Oversee insurance verification for new and returning clients.

Skills

Team coordination

Multitasking

Communication

Education

Bachelor's degree

Job description

Brief Description

POSITION TITLE

Client Experience Lead

Minimum Qualifications

Education: Baccalaureate degree preferred.

Experience: Three years of experience in supporting administrative, clinical, and support staff to develop professionalism and coordination with a team. Related and appropriate educational training may be substituted for years of work experience.

Special Knowledge, Skills And Abilities

• Demonstrated ability to work within a team and to coordinate a high volume of diverse assignments, effectively handle competing priorities, and maintain attention to details.
• Ability to evaluate situations and adopt an effective course of action, delegate responsibilities, organize and present facts effectively.
• Have the skills to de-escalate consumers who are agitated, anxious, angry, or in other vulnerable emotional states.
• Excellent interpersonal communication, presentation skills and complaints.
• Ability to effectively prioritize multiple projects and manage deadline pressure with consistency and efficiency.
• Ability to train and onboarding of current and new staff
• Requires a high level of independent planning, judgement and problem-solving skills.
• Must possess and demonstrate the ability to process complex information within established procedures/programs
• Be able to engage clients in such a way as to enhance and facilitate future interactions.
• Demonstrates the ability to complete computer generated work in a highly proficient, accurate and timely manner.
• High level of accountability, adaptability and congeniality
• Proficient utilization of Microsoft Office applications, including creating new complete report formats.
• Excellent skills in business office procedures, e.g. project organization, scheduling, filing, petty cash reconciliation.
• Ability to use good judgement and make sound decisions utilizing the appropriate amount of information within real of authority.
• Ability to communicate clearly and interact with staff, clients, administration, and the community in writing, in person and on the telephone.
• Excellent organizational skills.
• Ability to maintain strict confidentiality guidelines for interactions regarding client’s information.
• High level of public relations skills

Example Of Position Responsibilities

• Supervise and hire office staff. B, F
• Ensure the efficient scheduling of client appointments for clinical and medical practitioner teams. A, B, D
• Provide coverage of front desk in the absence of the office specialist staff. A, B, D
• Maintain an efficient flow of information between all levels of the clinical and medical practitioner team. A – D
• Complete special projects from accounting as needed. A – G
• Ensure completion of insurance verification on new and returning clients. A – G
• Serve as agency coordinator for purchasing and ordering of office supplies. A – G
• Serve as liaison with vendors
• Develop and monitor necessary adjustments/changes to ensure quality of care is provided to clients. F, G
• Aid and support to staff as needed/assigned. B
• Complete Performance Evaluations on a timely basis. F
• Practice and promote the Sanctuary model seven commitments (nonviolence, emotional intelligence, social learning, open communication, social responsibility, democracy and growth/change), SELF, and Tools. A - G

OTHER DUTIES

Perform other duties and projects as requested by the Billing Supervisor

HIPAA

This position is permitted to locate information necessary to follow through with client care or provide authorization for release of information outside agency. Information should be requested from medical records staff initially or with authorization from administration, retrieve necessary information without supervision.

Safety Sensitive

Counseling & Recovery Services of Oklahoma has designated this position as "safety-sensitive." Employees who work in positions classified as "safety sensitive" can be disciplined if they test positive for marijuana or its metabolites. Possession or use of medical marijuana while at work or during the hours of employment regardless of whether the employee has a valid Oklahoma medical marijuana license, is still strictly prohibited.

Physical Requirements

While performing the duties of this job, staff member regularly is required to stand, walk, sit for extended periods of time, use hand to finger and moving fingers in a repetitive motion manner or feel controls; and reach with hands and arms. Staff member may frequently lift and/or move up to 25 pounds.

While performing the duties of the job, the employee will provide own transportation and be able to travel locally and out of town as needed/directed and may be exposed to changing weather conditions.

REQUIRED TRAININGS

(Required upon employment and annually thereafter unless noted otherwise)

• New Hire Orientation
• Sanctuary Training (2 trainings required throughout the year)
• TherOps Training (non-violent physical interventions)
• Harassment, Workplace Violence, Safety & Fire Training, Cultural Diversity Training, HIV/AIDS, HIPAA, and Confidentiality.
• All mandated training and training assigned by supervisor

REPORTS TO

Billing Supervisor

EMPLOYMENT STATUS

Exempt

HOURS

Full time/40 hours per week. Some evening and weekend work required to coordinate and fill open shift slots, accommodate meetings, meet deadlines or complete routine work in a timely manner.

Requirements

Education: Baccalaureate degree preferred.

Experience: Three years of experience in supporting administrative, clinical, and support staff to develop professionalism and coordination with a team. Related and appropriate educational training may be substituted for years of work experience.

Physical Requirements: While performing the duties of this job, staff member regularly is required to stand, walk, sit for extended periods of time, use hand to finger and moving fingers in a repetitive motion manner or feel controls; and reach with hands and arms. Staff member may frequently lift and/or move up to 25 pounds.

While performing the duties of the job, the employee will provide own transportation and be able to travel locally and out of town as needed/directed and may be exposed to changing weather conditions.

(Required upon employment and annually thereafter unless noted otherwise)

• New Hire Orientation
• Sanctuary Training (2 trainings required throughout the year)
• TherOps Training (non-violent physical interventions)
• Harassment, Workplace Violence, Safety & Fire Training, Cultural Diversity Training, HIV/AIDS, HIPAA, and Confidentiality.
• All mandated training and training assigned by supervisor

Summary

The Client Experience Lead is responsible for creating a welcoming, efficient, and client-centered experience by overseeing front office operations, supervising and developing support staff, coordinating scheduling and administrative processes, and serving as a key liaison between clients, clinical teams, and agency departments. This role ensures smooth day-to-day operations, supports quality improvement initiatives, resolves client concerns with professionalism and compassion, oversees insurance verification and office administration functions, and promotes exceptional customer service while fostering a culture of accountability, teamwork, and adherence to the organization's Sanctuary Model principles and values.