Outpatient Support Specialist

Evolving Solution Services; Salem (VA); On-site; USD 38,000 - 46,000; Full time

Job summary

HopeTree Family Services is seeking a Clinical Support Specialist to provide administrative and operational support for the Outpatient Counseling Program. You will coordinate intakes, referrals, scheduling, insurance verification, billing preparation, records, and front-office operations, acting as a primary contact for clients and partners.

The role supports timely access to care, clinician productivity, billing readiness, accurate records, and a trauma-informed client experience.

Qualifications

• High school diploma or equivalent; at least two years in healthcare, behavioral health, human services, medical office administration, insurance services, or related field.
• Strong administrative, communication, organizational, customer-service, and confidentiality skills.
• Experience with client access, scheduling, insurance verification, billing, records, outpatient behavioral health, provider credentialing, payer enrollment, revenue cycle support, and electronic health record systems (MyEvolv preferred).

Responsibilities

• Serve as the first point of contact for clients, families, referral sources, and community partners with a professional, welcoming, trauma-informed approach.
• Manage incoming referrals, enter/refine referral information, and maintain referral statuses and tracking.
• Maintain clinician schedules in scheduling platforms and coordinate intake scheduling and referrals to clinicians.
• Verify insurance eligibility, benefits, copays, deductibles, and authorization requirements; assist with billing and collections.
• Maintain electronic and paper records per organizational standards and support quality improvement initiatives.

Skills

Communication skills

Organizational skills

Confidentiality

Customer service

Education

High school diploma or equivalent

Associate's or bachelor's desirable

Tools

MyEvolv

EHR systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Clerical Salem, VA, US

2 days ago Requisition ID: 1045

Summary:The Clinical Support Specialist provides administrative and operational support for HopeTree Family Services’ Outpatient Counseling Program. As a primary contact for clients, families, referral sources, and community partners, this position coordinates intakes, referrals, scheduling, insurance verification, clinician credentialing, billing preparation, records, and front-office operations. The role supports timely access to care, clinician productivity, billing readiness, accurate records, and a professional, trauma-informed client experience.

Experience & Education:Required qualifications include a high school diploma or equivalent;at least two years of experience in healthcare, behavioral health, human services, medical office administration, insurance services, or a related field; and strong administrative, communication, organizational, customer-service, and confidentialityskills. Candidates must be ableto manage multiple prioritiesaccurately and professionally and demonstrate sound judgment, initiative, attention to detail, and commitment to HopeTree’s mission and trauma-informed approach to care. Preferred qualifications include experience withclient access, scheduling, insurance verification, billing, records,outpatient behavioral health, provider credentialing, payer enrollment, revenue cycle support, and electronic health record systems, particularly MyEvolv. Anassociate’sorbachelor’sdegree andfamiliarity with Medicaid, Medicare, commercial insurance plans, CAQH, and healthcare billing processes are desirable.

The essential duties of this position include the following. Other duties may be assigned as needed.

Client Access, Intake & Referral Coordination

• Serve as the first point of contact for prospective clients, families, referral sources, and community partners, responding to outpatient counseling inquiries in a professional, welcoming, and knowledgeable manner.
• Manage incoming referrals, enter referral information into the Electronic Health Record,and maintainaccuratereferralstatuses andtracking systems.
• Contact new referrals within established program expectations.
• Coordinate intake scheduling and assignment of referrals to clinicians.
• Maintain outpatient waitlists and facilitate placement when openings become available.
• Coordinate psychiatric hospital discharge appointments and other priority referrals.
• Ensure intake paperwork, consents, releases, and insurance information are completed prior to admission.
• Verify client readiness before scheduled intake appointments.
• Support timely access to services by minimizing delays between referral and intake scheduling.

Reception & Client Experience

• Serve as the primary receptionist and front-office representative for HopeTree’s Outpatient Program and Family Services guests, greeting clients, families, visitors, referral partners, and community stakeholders and providing a welcoming, professional, and trauma-informed experience.
• Manage incoming telephone calls, voicemails, emails, and general inquiries.
• Maintain a clean, organized, and welcoming reception and waiting area.
• Facilitate professional client flow throughout the day.
• Address routine client concerns and direct requests to appropriate staff.
• Ensure clients leave with follow-up appointments scheduled whenever clinically and operationally appropriate.
• Maintain confidentiality and compliance with HIPAA and agency policies.

Scheduling & Client Flow Management

• Maintain clinician schedules in MyEvolv, Microsoft Bookings, and other scheduling platformsto support productivity, appropriate advance scheduling, and continuity of care.
• Schedule intake, follow-up, recurring, discharge, and specialized appointments.
• Process appointment cancellations, no-shows, and rescheduling requests.
• Fill open appointment slots whenever possible.
• Coordinate appointment reminders and follow-up communications.
• Document scheduling updates and client contacts in accordance with agency procedures.
• Review upcoming appointments to ensure readiness and continuity of services.

Insurance Verification, Billing Support & Revenue Cycle Operations

• Verify insurance eligibility, benefits, copays, deductibles, and authorization requirements.
• Maintain accurate client insurance information within the Electronic Health Record.
• Assist clients in understanding payment responsibilities and insurance-related questions.
• Collect copays, self-pay fees, and other payments in accordance with agency procedures.
• Process payment transactions and prepare daily payment reports.
• Communicate payment concerns and insurance barriers to supervisors and appropriate staff.
• Prepare billingspreadsheets and supportingdocumentationfor leadership review, and identify insurance, authorization, or documentation concerns that may affect reimbursement.
• Coordinate organization and clinician credentialing, enrollment, and recredentialing; track timelines; follow up on pending applications; and provide status updates to leadership.
• Maintain provider credentialing files and documentation.
• Manage CAQH profiles and ensure provider information remains current.
• Submit and monitor enrollment applications with Medicaid, Medicare, Medicaid Managed Care Organizations, and commercial insurance carriers.
• Monitor expiration dates related to licenses, certifications, malpractice insurance, and payer enrollments.
• Serve as liaison with insurance companies regarding provider participation and enrollment.
• Support payer contracting and network participation initiatives.

Clinical & Administrative Operations Support

• Maintain electronic and paper records, including signed forms and required documentation in the Electronic Health Record, in accordance with organizational standards.
• Track and report referral, intake, scheduling, credentialing, billing, census, client access, productivity, and operational performancemetrics.
• Assist with chart audits, record reviews, and documentation monitoring activities.
• Monitor completion of required forms, eligibility reviews, and compliance-related documentation.
• Support clinicians and leadership with administrative projects and quality improvement initiatives.
• Participate in meetings, trainings, and organizational activities.