CLIENT SERVICES SPECIALIST

Job DescriptionJob Title: Client Services SpecialistDepartment:Client ServicesFLSAStatus:Non-ExemptSummary:The Client Services Specialist provides client engagement, recovery education, and service coordination throughout the treatment stay. This role serves as a primary point of contact for clients and families, supports recovery programming, assists with administrative and documentation processes, and ensures services are delivered in alignment with organizational standards, policies, and client-centered care principles. This role focused on education, accountability, and continuity of care.Job Duties and Expectations:Serve as a primary point of contact for clients and families, addressing questions and service needs with professionalism and empathy.Ensure accurate communication of program information, policies, and expectations.Maintain confidentiality and compliance with all applicable privacy and organizational standards.Coordinate with clinical, medical, admissions, and operations teams to support continuity of care.Facilitate structured recovery education and 12-step-based groups when needed.Maintain an assigned client pod (caseload) and conduct regular recovery check-ins.Reinforce accountability, meeting participation, and program engagement.Escalate clinical or safety concerns to appropriate licensed staff.Maintain accurate and timely documentation in Salesforce and EMR.Assist with tracking systems, records, and audit-ready documentation.Support client financial responsibility processes and coordinate with Admissions and Billing as needed.Identify process gaps and communicate improvement opportunities to leadership.Participate in quality assurance activities, audits, and compliance reviews.Adhere to all organizational policies, procedures, and regulatory and requirements.Facilitate tours for Clinical Outreach and Admissions teams.Facilitate FMLA and Short-Term Disability processes.Additional responsibilities may be warranted and assigned to you as the company grows in size and location. You understand that due to the nature of the business of Infinite Recovery, sometimes "off the usual schedule work" is required to meet the needs of the company and its clients.The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.SUPERVISORY RESPONSIBILITIESThis job has no supervisory responsibilities.COMPETENCIESTo perform the job successfully, an individual should demonstrate the following competencies:Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.Communication - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.LANGUAGE SKILLSAbility to respond to common inquiries or complaints from customers. Ability to communicate effectively through email. Ability to effectively present information to management.MATHEMATICAL SKILLSAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.REASONING ABILITYAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.COMPUTER SKILLSTo perform this job successfully, an individual should have knowledge of Microsoft Office (Word, Excel and Outlook) as well as web-based email and EMR system.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.WORK ENVIRONMENT