Client Services & Scheduling Specialist - Behavioral Health

The Brien Center for Mental Health and Substance Abuse Services, Inc.; Pittsfield (MA); On-site; USD 25,000 - 33,000; Full time

Job summary

The Brien Center for Mental Health and Substance Abuse Services, Inc. is seeking Client Services Support staff to provide front-line administrative and operational support across Brien Center locations.

You will help with check-in, scheduling, documentation, and client communications to ensure a welcoming, accurate client experience. CSS staff work across multiple campuses and may back up Scheduling CSRs to cover vacancies, PTO, or gaps.

Qualifications

• 1-2 years of prior reception or customer service experience.
• Outstanding oral and written communication; service-oriented professionalism in all interactions.
• Effective collaborator and problem-solver; facilitates conflict resolution and teamwork.
• Strong analytical/critical-thinking skills; prioritizes multiple tasks and implements solutions.
• Self-motivated with initiative; meets deadlines and drives tasks to completion.
• Proficiency with Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint); accurate, efficient typing.
• Ability to operate multi-line telephony/IVR systems and navigate EHR/PM systems for scheduling, registration, and documentation.
• Welcomes change and adapts to evolving workflows, systems, and operational needs.

Responsibilities

• Greet clients and visitors in a professional, welcoming manner and support check-in/check-out processes.
• Maintain a client-centered, confidential front desk environment.
• Answer phones, provide routine information, triage/route calls appropriately, and elevate concerns per workflow.
• Verify and update demographics, insurance, contact information, and required consents at each visit.
• Perform eligibility/insurance verification steps as assigned by workflow and program needs.
• Support client financial communications at the front end (copays, balances, or policy-based handoffs as applicable to site/program).
• Schedule/reschedule appointments consistent with approved workflows and program requirements.
• Support intake coordination and appointment logistics as assigned.
• Use standardized scripts and scheduling protocols to support access, consistency, and client communication quality.
• Scan/upload intake paperwork, labs, releases of information (ROI), according to policy.
• Maintain organized administrative processes to support compliance, audit readiness, and timely documentation completion.
• Provide general administrative support (copying, typing, mail distribution, and other clerical tasks as assigned).
• Support daily clinic readiness (forms availability, room/flow coordination, and problem-solving for late arrivals, walk-ins, and schedule disruptions).
• Coordinate with clinicians and supervisors to resolve real-time operational barriers and ensure a smooth client flow.
• Coordinate directly with scheduling manager for real-time updates, workflows, and coverage needs.

Skills

Customer service

Communication

Problem solving

Collaboration

Analytical thinking

Education

High School Diploma or equivalency

Tools

Microsoft 365

EHR/PM systems

Telephony/IVR

Job description

The Brien Center for Mental Health and Substance Abuse Services, Inc. is seeking Client Services Support staff to provide front-line administrative and operational support across Brien Center locations.

You will help with check-in, scheduling, documentation, and client communications to ensure a welcoming, accurate client experience. CSS staff work across multiple campuses and may back up Scheduling CSRs to cover vacancies, PTO, or gaps.