Lead Client Service Specialist
$49,691–$53,240 year
On-siteBaltimore, Maryland, United States
Job Summary
Lead Client Service Specialist duties include providing day-to-day leadership and operational oversight for Client Service Specialists at community-based clinic sites. You will perform all Client Service Specialist responsibilities—registration, scheduling, insurance verification, referral management, medical records, and enrollment—while coaching staff, modeling customer service, and ensuring consistent implementation of workflows. This role involves monitoring team performance and key performance indicators, conducting monthly audits of administrative functions, and serving as the primary escalation point for complex client and staff concerns. You will collaborate with the Director of Community Operations and interdisciplinary teams to identify operational challenges, support quality improvement initiatives, and ensure compliance with federal, state, and regulatory requirements including HIPAA, HRSA, and NCQA standards.
Required Qualifications
- High school diploma or GED
- CPR BLS
- Certified Application Counselor status through the Maryland Health Connection
- Three years of experience as a patient service representative or similar role
- 1-2 years as a lead or supervisor
- Experience in a FQHC, ambulatory care of hospital setting
- Experience in a multi-disciplinary setting
- Familiarity working with underserved populations
- Demonstrated experience with health care office technology (e.g., Microsoft Office, FaxCom and an electronic health record)
- Familiarity with medical, administrative, ethical and legal requirements of HIPAA and ADA
- Working knowledge of medical insurance, and billing and coding
- Knowledge of ethical and the legal requirements of HIPPA and ADA
- Knowledge of third-party insurance and accountable/managed care concepts
- Communication and Relationship building skills
- Dependable and calm in challenging situations
- Ability to travel across community sites for plan and unplanned events
- Ability to work with clients from diverse backgrounds
- Bilingual in Spanish and English
- Must be able to complete the I-9 Employment Eligibility Verification form and provide documentation proving their identity and legal authorization to work in the United States
Desired Qualifications
- Associate's degree
- Relevant work experience may be substituted for an Associate's degree
- Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management systems or related fields
- Experience in a FQHC, ambulatory care of hospital setting
- Experience in a multi-disciplinary setting
- Familiarity working with underserved populations
- Bilingual in Spanish and English
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