National Operations Specialist

National Operations Specialist

We are seeking an empathetic, detail-oriented individual to join our team and be the welcoming face and voice of our mental health therapy practice. The ideal candidate should possess excellent communication skills, a compassionate demeanor, and the ability to understand and address the needs of our clients and staff. As the first point of contact, the National Operations Specialist will play a crucial role in creating a positive and supportive environment.

In this role, you will be responsible for managing the daily operations of the office, ensuring smooth administrative processes, and providing a warm and welcoming environment for our clients. Your organizational skills, strong interpersonal abilities, and commitment to client care will contribute to the overall success of our practice.

Responsibilities:

Front Desk Operations:

Answer incoming phone calls, respond to scheduling requests and inquiries, and schedule appointments.

Manage appointment calendars, ensuring accurate scheduling and timely reminders.

Maintain confidentiality of client information and ensure compliance with privacy regulations.

Administrative Support:

Manage client records, ensuring accuracy and confidentiality.

Coordinate client intake processes, including gathering necessary information and forms.

Assist therapists with administrative tasks, such as scheduling client sessions and billing procedures.

Respond to client inquiries for services from various referral sources.

Perform quality checks with clients after their consultation.

All other duties as assigned.

Communication and Client Care:

Provide excellent customer service, addressing client inquiries and concerns in a professional and empathetic manner.

Liaise with therapists and clients to facilitate communication and ensure smooth session transitions.

Maintain a professional and compassionate demeanor while dealing with clients who may be experiencing emotional distress.

Billing and Financial Management:

Coordinate billing processes, including insurance information collection, sharing information with the Billing Department, and communicating client copay and deductible information to clients.

Collaborate with clients and insurance providers to resolve billing issues.

Assist with financial record-keeping and generate reports as needed.

Requirements:

Proven experience in a receptionist or customer service role, preferably in a healthcare or mental health setting.

Excellent interpersonal and communication skills.

Strong empathy and ability to understand and connect with people from diverse backgrounds.

Proficiency in computer skills, including the use of Google Workspace, scheduling software, electronic medical records (EMR), and general office applications.

Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Knowledge of insurance verification and billing procedures is a plus.

Understanding of mental health practices and sensitivity to the needs of clients seeking therapy services.

Ability to maintain confidentiality and adhere to ethical guidelines.

Empathy, patience, and a genuine desire to provide support to individuals seeking mental health services.

A positive and patient attitude, even during challenging situations.

High school diploma; additional certification related to mental health care, medical billing and coding, and/or customer service is a plus.

Attributes:

Empathetic: Understanding and sensitive to the needs and feelings of others.

Patient: Able to remain calm and composed in stressful situations.

Attentive: Pays close attention to detail and ensures accuracy in tasks.

Adaptable: Flexible and able to adjust to changing demands or priorities.

Team Player: Works collaboratively with colleagues to achieve common goals.