Client Care Specialist

Job Category: Administration
Salary: Based on experience
Job Location: Easton Salisbury
Job Type: Full Time
Travel Required: No

Download ESPS Application to upload with your resume.

We are looking for skilled Client Care Specialists to join our team here at Eastern Shore Psychological Services!

Job Summary

As a client care specialists, he/she is responsible to assure a professional and welcoming atmosphere for all clients and visitors. Maintain the Front Desk daily administrative, clerical, and record keeping functions in accordance with the ESPS Mission Statement and Guiding principles, the client care specialist must maintains a spirit of ‘Mission Driven Excellence’ in all aspects of their position.


Strong Customer Service skills Accurate typing speed of 40-50 words per minute. Strong ability to multi-task several projects at one time. Ability to function independently and work well within a team. Excellent interpersonal, communication and verbal skills. Business Machine knowledge. Familiar with Microsoft Office software.

Adheres to ESPS Customer Service Guidelines: acknowledges clients within 5 seconds; greets clients using positive statements (“Welcome to ESPS,” “Welcome back,” “Hi, how may I help you?”); addresses client concerns (“Thank you for your patience,” “We apologize”); uses the 5 fabulous phrases (please, thank you, we’re sorry, you’re welcome, and excuse me).

Maintains a professional, positive, and supportive atmosphere and assures all clients, visitors, and staff are greeted and assisted in an appropriate and welcoming manner. Remembers to Respect and Value Everyone (RAVE). Insures that appropriate staff titles are used when clients are present.

Explains the Same Day Access model accurately including the days and hours service is provided, documentation required at time of service, and able to overcome basic objections of the model.

Insures treatment sessions are not interrupted, unless there is a serious emergency.

Maintains client confidentiality at all times according to agency policy.

Completes administrative, clerical and record keeping functions of the reception. Pulls charts and necessary paperwork for clinicians for the next day’s clients. Files client records according to office policy.

Performs miscellaneous clerical duties such as mails correspondence, files documents and correspondence, makes and collates copies, scans documents into the practice management software, distributes incoming faxes, and sends outgoing faxes.

Answers phones politely, accurately and promptly within 3 rings. Insures messages are delivered to Voice Mail accurately and promptly. Checks voicemail at the beginning of each shift and throughout the day as needed.

Schedules appointments efficiently and accurately; confirms appointments 48 hours prior to date of service using appropriate script. Maintains a Cancellation list for each therapist and attempts to backfill cancelled appointments.

Verifies the insurance of clients on the day of service, listens to the full message, notifies appropriate Billing Department and treatment provider staff of any inactive insurance, and notifies appropriate supervisor in case of an inactive treatment provider. Explains basic insurance information to clients and is able to answer basic insurance questions.

Proficient in use of the electronic health record to run reports for next day’s clients as required.

Assists clients in filling out initial paperwork electronically; Ensures copies of government issued identification, insurance cards, and custody papers are obtained.

Consistently checks in clients using practice management software, verifies demographic and insurance data in the practice management software is correct at time of service, has client sign in. Collects and posts co-pays accurately. Properly utilizes impress fund.

Prepares daily deposits, per ESPS policy, as needed. If working the closing shift, complete all items on the closing checklist.

Actively involved in performance appraisal process, increases knowledge by identifying goals for self-development, and by attending staff development programs that meet individual learning needs, and submits time sheets/expense sheets in a timely manner.

Performs other related duties as required


Education and Work Experience:
High School Diploma or equivalent required
A minimum of one year clerical experience required; Two years of experience preferred.

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