The Brien Center for Mental Health and Substance Abuse Services, Inc. · 9 hours ago
Client Services Manager - Float Role!
Pittsfield, MA
Full-time
Onsite
Mid Level
3+ years expThe Brien Center for Mental Health and Substance Abuse Services, Inc. is seeking a Client Services Manager - Float Role to provide reliable backup coverage across multiple locations. This role aims to stabilize clinic operations by coordinating coverage and ensuring quality check-in and registration processes.
Addiction TreatmentAssociationChildrenHealth CareNon Profit
Responsibilities
Provides scheduled and as-needed onsite coverage across Brien Center locations based on the weekly coverage plan and same-day operational needs
Fills gaps in CSM/CSS/MA staffing to maintain clinic flow, prevent service disruptions, and reduce cancellations
Arrives “ready to run” by maintaining current knowledge of site workflows, clinic layouts, coverage expectations, and escalation paths
Coordinates shift handoffs and real-time updates with the Client Services Check-In & Operations Manager, site leadership, and onsite partners
Performs and/or oversees accurate check-in and registration workflows, including demographics, insurance verification steps per workflow, consents, and required forms
Ensures appropriate scanning/indexing practices are followed so documents are complete, timely, and routed correctly
Works collaboratively with medical records support staff to ensure documentation is complete, indexed correctly, and available for care, billing, and audit readiness
Identifies registration errors that impact billing/compliance and corrects them promptly or escalates as needed
Troubleshoots day-of operational issues such as late arrivals, walk-ins, provider running behind, room flow constraints, and scheduling/coverage bottlenecks
Coordinates real-time communication between check-in/front office staff, providers, clinical teams, the Scheduling HUB, and other onsite partners to keep clinics moving
Partners with Division leadership to support site-specific flow expectations while maintaining standardized Brien Center check-in practices
Provides consistent, policy-based client financial communications at check-in (copays, balances, payment expectations)
Facilitates appropriate handoffs to Billing/RCM or other designated resources for payment plans, exceptions, or escalated concerns—ensuring consistent messaging and documentation
Communicates recurring financial workflow issues to Billing/RCM and the Client Services Check-In & Operations Manager to reduce repeat problems
Supports standardized handling and routing of forms, releases of information (ROI), and records request workflows, partnering with medical records support staff and designated teams/queues
Ensures documentation is properly collected, indexed, and routed to reduce delays in care, billing, and audit readiness
Maintains confidentiality and follows HIPAA/42 CFR Part 2 requirements as applicable; escalates exceptions per policy
Ensures daily readiness basics are met when onsite: check-in coverage is stable, schedules are visible to front-end staff, and room/space coordination issues are identified early
Partners with Facilities and IT to address urgent operational needs affecting front-end performance (phones, scanners, printers, connectivity, workspace readiness), and escalates unresolved issues appropriately
Communicates readiness risks and recurring site issues to the Client Services Check-In & Operations Manager for tracking and resolution
Provides MA back-up coverage as assigned within scope of training/competency and required credentialing, following Brien Center clinical workflows and supervision structure
Supports patient flow tasks appropriate to the role and site needs; escalates clinical concerns immediately to licensed staff
Maintains required clinical competencies, infection control standards, and privacy requirements
Provides day-of direction and coordination for front desk/check-in workflow when serving in a CSM coverage capacity (task assignment, prioritization, and escalation)
Reinforces standard work, professionalism, confidentiality, and client service expectations
Identifies training gaps or recurring workflow issues and reports them to the Client Services Check-In & Operations Manager and relevant partners (Scheduling HUB, Billing/RCM, Division leadership) as appropriate
Participates in onboarding and cross-training activities to remain current across locations, systems, and workflows
Participates in providing backup coverage as needed for Client Service Representatives within the Client Services Scheduling HUB and for Medical Assistants, consistent with training, scope, and operational priorities
Completes required handoff notes/checklists and operational reporting related to coverage shifts (exceptions, issue logs, recurring barriers)
Performs other duties as assigned consistent with the role and department needs
Attends meetings and training as required and contributes to a positive team climate across Administration and clinic operations
Performs other duties as assigned consistent with the role and department needs
Qualification
Required
High school diploma/GED required; Associate's degree preferred
Minimum 3 years of experience in a high-volume medical or behavioral health setting (front office/check-in/registration or similar)
Demonstrated ability to solve problems quickly, manage competing priorities, and remain calm and professional in fast-paced clinic environments
Strong customer service skills and ability to communicate effectively with clients, Division leadership, clinical teams, and administrative partners
Must have reliable personal transportation and the ability to travel between Brien Center locations in the Pittsfield and North Adams area, and work variable schedules as needed to meet coverage needs. Travel between Brien Center locations during the workday will be reimbursed in accordance with The Brien Center's standard mileage reimbursement rate (per policy)
Reliability, flexibility, and readiness to move between locations and duties without loss of quality
Accurate data entry and strong attention to detail (demographics/insurance/consents/scanning/indexing)
Strong judgment, confidentiality, and ability to follow policy consistently
Strong verbal/written communication; customer service orientation; ability to interact effectively across education levels and roles
High regard for confidentiality and professional conduct
Strong understanding of outpatient clinic workflows (scheduling, registration, documentation, billing fundamentals)
Strong analytical and problem-solving skills; ability to interpret reports and identify trends
Demonstrated ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment
Proficiency with Microsoft Office (Excel, Word, Outlook), comfort with learning new software systems and web-based systems; accurate data entry and attention to detail
Commitment to The Brien Center's mission, values, and principles of equity, inclusion, and recovery-oriented care
Benefits
Travel between Brien Center locations during the workday will be reimbursed in accordance with The Brien Center’s standard mileage reimbursement rate (per policy).
Company
The Brien Center for Mental Health and Substance Abuse Services, Inc.
A not for profit social service agency serving children and adults throughout Berkshire County, Massachusetts.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Randy Cartwright
Chief Financial Officer
Richard Wilson
Senior Vice President of Finance and Administration/CFO
Company data provided by crunchbase