Client Care/Intake Specialist

Client Care/Intake Specialist

About Trauma Specialists of Maryland

Trauma Specialists of Maryland is a thriving mental health practice serving clients in Maryland, Pennsylvania, and Delaware.  We are a values-based community of helping professionals working to provide effective, evidence-based trauma treatment to enhance the mental well-being of children, adults, families, and couples in our community. We are a highly skilled, fun, dynamic, and collaborative group of clinicians who value working together to treat the impact of trauma on our communities.

About the Role

We are seeking an empathetic and detail-oriented Client Care/Intake Specialist to be the first point of contact for prospective clients and play a pivotal role in connecting them with the right clinician.

The Client Care/Intake Specialist will handle all inquiries from prospective clients, match them with the most suitable therapist based on their needs, and guide them through the intake process. This role requires strong organizational, communication, and interpersonal skills to ensure a smooth and supportive experience for clients from their first interaction.

About You

• You are technically savvy. We use a wide variety of software and online tools for managing client interactions. You’ll need to navigate multiple systems throughout the scheduling process.
• You are organized. A natural knack for keeping things organized, remembering details, and prioritizing tasks ensures that appointments are scheduled efficiently and follow-ups are timely.
• You are a problem solver. The ability to think critically and adapt quickly to resolve scheduling conflicts, address client concerns, or handle unexpected situations is invaluable.
• You are an excellent communicator. In this position, you will play a crucial role in supporting clients and clinicians. Clearly, concise and professional written and spoken communication ensures that clients feel informed and at ease. They need to clearly understand the process and how it addresses their concerns.
• You are resourceful. Any time you are able to find answers and solutions on your own without guidance from your manager or a co-worker, saves mental and physical energy the team can put towards serving clients.
• You pay attention to the details. Being naturally detail-oriented ensures accurate client records, proper therapist-client matches, and a well-organized scheduling system.
• You are reliable. You show up consistently and on time. You are no stranger to deadlines and it’s important to you to follow through on tasks or assignments on time. 
• You are responsive. You will be expected to respond in a timely manner to clients and clinicians.
• You are a team player. You enjoy working as part of a team and recognize each person’s contribution to the success of the business (including your own). 
• You practice empathy. This role requires you to genuinely understand and care about the emotions and needs of others so you can provide a supportive experience for prospective clients, who may be reaching out in vulnerable moments.
• You’re an active listener. Our clients need you to be attentive and focused on understanding what they are saying, beyond just their words. This helps you identify the best clinician fit and reassure clients that their concerns are heard.
• You are emotionally intelligent. A strong sense of emotional awareness allows you to navigate complex interpersonal interactions with sensitivity, particularly when dealing with distressed or hesitant clients.
• You are patient and resilient. The ability to remain calm and composed under pressure, especially when dealing with high call volumes or difficult situations, helps create a positive experience for clients and staff.
• You practice discretion and integrity. An innate sense of confidentiality and ethical responsibility is critical for handling sensitive client information.
• You have a knack for customer service and relationship building. A genuine desire to help others and provide exceptional service ensures that prospective clients find it easy to get scheduled and feel valued and supported from their first interaction.

The Client Care Specialist is accountable for:

• Filling open spots in clinicians case loads
• Scheduling clients for Intake appointments
• Collecting accurate client data and Intake paperwork prior to initial session
• Working collaboratively with clinicians, billing specialists, and business development team members.

Client Care Specialist Responsibilities Include: 

• Handle client inquiries in a timely manner by answering incoming phone calls, responding to email and web forms, and returning voicemails. 
• Follow up on unconverted leads, offering assistance with scheduling an Intake appointment
• Review client statuses in EHR system and work with clinicians to reduce unscheduled clients by booking them for future sessions or initiating discharge procedures
• Create client records and maintain client intake documentation in the EHR system
• Respond to client requests for assistance by matching them with best fit clinicians
• Resolve client-related issues
• Coordinate with the billing team on verification of benefits
• Collaborate with clinicians to ensure they have full case loads and are receiving clients that fit their skills and expertise
• Create and maintain Standard Operating Procedures on all regularly recurring tasks and processes 
• Maintain an organized system to track inquiries, scheduling data, and follow-ups.
• Monitor and analyze trends in inquiries, scheduling patterns, and client needs to identify gaps or opportunities for improvement.
• Generate regular reports on key performance metrics, such as inquiry volume, conversion rates, and response times.
• Provide insights and recommendations to management to optimize client onboarding, scheduling efficiency, and service delivery.
• Collaborate with therapists and administrative staff to improve scheduling workflows.
• Handle sensitive client information with professionalism and confidentiality in compliance with HIPAA standards.
• Provide general administrative support and other duties as assigned.

Skills and Requirements

• Previous experience in a mental health, healthcare, scheduling, or customer service setting preferred.
• Strong understanding of mental health services and terminology is a plus.
• Exceptional interpersonal and communication skills (verbal and written).
• Excellent organizational and multitasking abilities.
• Proficiency in using scheduling software, EHR systems, and standard office tools. Experience with Simple Practice is a plus.
• Ability to maintain confidentiality and handle sensitive information with care.
• Compassionate, patient, and empathetic demeanor.
• Must be able to meet deadlines in a flexible environment.
• Regular and reliable attendance and timely arrival to work is required.
• Ability to attend mandatory staff meetings and training as directed.

If this sounds like an ideal position for you, we want to hear from you! 

Apply and upload your resume here: BambooHR    

Include a cover letter, Canva poster, or upload a 1-minute video and tell us what you’re passionate about.  It does not have to be work related. We have lots of interests including yoga, hiking, gardening, pets, true crime documentaries, reading, and so much more!

Salary : $17 - $20