Director of Client Services

Position Description

This role reports to the Vice President for Clinical Services and manages the Care Team and Billing Team supporting the calls and intakes process, Revenue Cycle Management, and the overall office management of the Central Office. The role will ensure that the client intake and scheduling process is efficient and effective in order to provide the highest quality client care possible and the most effective scheduling support for clinicians. The role will oversee the billing to ensure that all processes work together smoothly to maximize revenue potential. This position requires management experience, excellent people management skills, exceptional organizational skills, and a proven ability to handle sensitive information with utmost confidentiality abiding by HIPAA guidelines.

Responsibilities :

• Lead and manage the Care and Billing Teams providing continual training and guidance.
• Model diligence by working alongside the teams and engaging the teams through regularly scheduled team meetings and daily check-ins.
• Manage the daily call log and follow-up with the team by providing support with any gaps or client needs.
• Answer incoming calls during heavy call times.
• Develop a resource tool that includes processes, customer service policies, and procedures to ensure quality service.
• Respond to client inquiries and concerns in a timely (same day) and professional manner.
• Track KPIs and metrics by providing regular reports to leadership and the team, including :
• Percentage of calls answered live vs. voicemail.
• Time from first call to scheduled appointment.
• Percentage of clean claims – claims without denials.
• Percentage of cash collected in comparison to allowable revenue.
• Coordinate with other departments to ensure client needs are met.
• Build good rapport with clinicians and offer continual daily support.
• Ensure that all team responsibilities are handled in accordance with established policies, processes, and workflows to optimize the experience of clients and clinicians.
• Delegate and monitor work on Ring Central / voicemail needs, credentialing, billing, and scripting.
• Manage onsite training for EMDR.
• Be knowledgeable about referral sources.
• Possess a working knowledge of insurance companies, credentialing, and billing.
• Develop and manage the performance and growth of the team.
• Ensure the Central Office facilities are welcoming and appropriately prepped for counseling and assessments and other activities.

Qualifications :

Our Mission :

For more than 55 years, we have been a trusted resource for helping families navigate life’s changes and challenges through psychotherapy and psychological services. Our mission is to provide accessible, high-quality counseling, training, psychological evaluations, and educational testing that equip our clients. Our vision is that through these services offered, we help people of all ages across communities be self-aware, mindful, and resilient to reach the potential of who they were created to be. In all that we do, we commit to being trustworthy and compassionate, treating all with respect, collaborating for community impact, honoring the role of faith in people’s lives, and providing counseling where people live, work, play, and pray. Your position will play a vital role in supporting this mission.

We offer a competitive salary commensurate with experience. We also offer employer-sponsored medical plans, with a Health Savings Plan option, and a voluntary Vision, Dental, and 401(k) Retirement plan with employer matching. Employees also receive paid holiday and vacation time.