The Brien Center for Mental Health and Substance Abuse Services, Inc. · 9 hours ago
Client Service Representative
Pittsfield, MA
Full-time
Onsite
Entry Level
1+ years expThe Brien Center for Mental Health and Substance Abuse Services, Inc. is dedicated to providing exceptional care in mental health and substance abuse services. The Client Services Representative (CSR) is responsible for delivering seamless access to services through centralized scheduling, intake triage, and managing insurance eligibility and authorizations.
Addiction TreatmentAssociationChildrenHealth CareNon Profit
Responsibilities
Receive and triage all referrals; differentiate crisis, urgent, and routine needs; route/refer to appropriate Brien programs (e.g., Outpatient, Child/Adolescent, Transitional Care, Continuing Care, Court-Ordered services) or external providers when indicated
Enter and cross-check client identifiers in systems to identify duplicates, prior treatment, and therapist history, document findings and follow-up steps
Ensure client paperwork is uploaded and categorized accurately in the client’s chart
Perform insurance verification and eligibility/benefit checks at pre-reg, prior authorizations, plan exceptions, and complex benefits
Schedule outpatient intakes, evaluations, and follow-up appointments using best-practice scripts; collect/verify demographics, guarantor, and payer information; run eligibility and interpret responses to determine next steps
Actively manage clinician, prescriber, provider, and nursing schedules to optimize access and fill rate; coordinate reschedules for missed/cancelled appointments
Obtain/verify prior authorizations from payers (or prompt clients to secure authorizations when required) and document outcomes per payer guidelines
Prepare charts/records for intake appointments and ensure pre-registration data are up-to-date and complete. Setup PT-1s for clients in need of transportation to attend appointments
Complete rapid/“quick” registrations to expedite care while maintaining accuracy in accordance with organizational processes
Collaborate with clinical teams to complete full registration post-triage/stabilization
Send reminders (calls/letters/SMS per policy) for upcoming intakes; issue remedy/no-show letters and arrange rescheduling as appropriate
Maintain active waitlists; contact clients regularly to keep lists accurate and to offer earlier appointments when capacity opens
Complete work-queues to resolve missing data, holds, or authorization issues; collaborate with clinical, Billing/RCM, and Client Access teams to troubleshoot barriers and improve throughput
Participate in continuous improvement; meet/exceed productivity, quality, and client-satisfaction standards
Qualification
Required
High School Diploma or equivalent
Minimum of one (1) year in a customer-service role; healthcare access/registration/scheduling preferred
Familiarity with general office and clerical support procedures
Outstanding oral and written communication; service-oriented professionalism in all interactions
Effective collaborator and problem-solver; facilitates conflict resolution and teamwork
Strong analytical/critical-thinking skills; prioritizes multiple tasks and implements solutions
Self-motivated with initiative; meets deadlines and drives tasks to completion
Proficiency with Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint); accurate, efficient typing
Ability to operate multi-line telephony/IVR systems and navigate EHR/PM systems for scheduling, registration, and documentation
Welcomes change and adapts to evolving workflows, systems, and operational needs
Interact effectively with a diverse population and work collaboratively across programs
Manage competing priorities, maintain attention to detail/accuracy, and protect confidential information
Build and maintain collaborative relationships across programs and with external partners
Manage competing priorities while maintaining accuracy and excellent service
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