Client Support Specialist

Full-Time | Customer Service | Spectrum Healthcare Group

Position Type: Full-Time

Pay: Starting at $19.00 an hour Based on experience 

Position Overview

Spectrum Healthcare Group is seeking a detail-oriented and customer-focused Client Support Specialist to provide exceptional service to patients and support daily customer service operations.

This blended role combines patient communication, appointment scheduling, insurance verification, eligibility screening, and administrative support. The Client Support Specialist responds to patient inquiries by phone, chat, and email, verifies insurance benefits, assists with financial and coverage questions, and helps eligible clients navigate the AHCCCS application process.

The ideal candidate is organized, professional, comfortable working in a fast-paced environment, and passionate about helping people access healthcare services.

Key Responsibilities

Customer Service & Communication

• Respond to incoming calls, chats, and emails in a timely, professional, and courteous manner.
• Provide accurate information to patients, staff, insurance companies, and outside agencies.
• Manage high call volumes while maintaining excellent customer service.
• Direct calls, take messages, and route inquiries to the appropriate departments.
• Explain Spectrum Healthcare Group policies and procedures, including confidentiality requirements.
• Communicate calmly, clearly, and respectfully with individuals from diverse backgrounds.
• Follow established crisis response and telephone procedures when needed.

Appointment Scheduling & Administrative Support

• Schedule, reschedule, and update patient appointments using established scheduling procedures.
• Perform accurate data entry and maintain complete, up-to-date patient records.
• Complete non-clinical intake paperwork and prepare reports as needed.
• Operate multi-line telephone systems, computers, electronic fax programs, email, and other office applications.
• Organize and prioritize tasks while maintaining accuracy and efficiency.
• Follow centralized scheduling policies and procedures.

Insurance Verification & Benefits Support

• Verify patient insurance coverage for required services and procedures.
• Contact insurance companies to confirm eligibility, benefits, and coverage details.
• Enter and update patient insurance and benefit information accurately in the electronic medical record (EMR) system.
• Explain insurance coverage, applicable copayments, and available payment options to patients.
• Assist with payment receipt processes and financial information updates.
• Communicate professionally with insurance representatives, managed care organizations, and other relevant parties.
• Prepare eligibility reports and follow established verification procedures.

Eligibility Screening & Financial Assistance

• Conduct client eligibility interviews and screenings.
• Complete AHCCCS applications and monitor application processing.
• Follow up on incomplete or unprocessed AHCCCS applications to help ensure timely resolution.
• Perform data entry related to client eligibility and financial updates.
• Make appropriate referrals to the Department of Economic Security (DES), Supplemental Security Income (SSI), and Social Security Disability Insurance (SSDI).
• Help patients understand coverage requirements and available financial options.

Compliance & Professional Standards

• Maintain compliance with agency policies, confidentiality requirements, and safety protocols.
• Follow applicable federal and state laws, accreditation requirements, and organizational compliance standards.
• Protect confidential patient information and follow established privacy procedures.
• Provide culturally responsive service that respects individual backgrounds and needs.
• Maintain professional, ethical, and collaborative relationships with patients, coworkers, insurance representatives, and community partners.
• Perform other duties as assigned.

Required Education & Experience

• High school diploma or GED required.
• Two years of experience working with clients in a medical and/or behavioral health setting preferred.
• Two years of data entry experience preferred.
• Two years of insurance experience, including work with contracted and managed care clients, preferred.
• Proficiency with multi-line telephone systems and standard office equipment required.
• Experience using electronic fax systems, email, and office applications required.
• Previous remote work experience preferred.
• Reliable high-speed internet service required.

Required Knowledge, Skills & Abilities

The successful candidate will demonstrate:

• Strong customer service and professional telephone etiquette.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Accurate and efficient typing, data entry, and document preparation skills.
• Basic math skills and the ability to operate a 10-key efficiently.
• Ability to manage high call volumes and multitask in a fast-paced environment.
• Ability to prioritize tasks while maintaining accuracy and productivity.
• Knowledge of general medical terminology.
• Ability to communicate professionally with insurance companies and verify client eligibility accurately.
• Familiarity with insurance benefits, copayments, eligibility requirements, and payment processes.
• Ability to use scheduling systems to book, update, and reschedule appointments.
• Knowledge of standard office equipment, computers, electronic fax programs, and communication systems.
• Ability to maintain confidentiality and follow established privacy policies.
• Knowledge of internal departments, customer service procedures, and organizational resources.
• Ability to respond calmly and appropriately to sensitive situations and follow established crisis telephone procedures.
• Flexibility, professionalism, sound judgment, and a commitment to providing quality service.

What Success Looks Like

A successful Client Support Specialist provides a positive patient experience while ensuring that appointments, insurance information, eligibility records, and administrative documentation are accurate and up to date. This role helps patients navigate coverage and financial questions while supporting efficient customer service operations across Spectrum Healthcare Group.

Join Spectrum Healthcare Group

If you enjoy helping people, solving problems, staying organized, and supporting access to healthcare, we encourage you to apply for the Client Support Specialist position.

Join a team committed to professional service, patient support, and helping individuals connect with the care and resources they need.
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