Title: Client Services Specialist

Employee Classification: CS

Pay Grade: CS 06

Division: Academic and Student Affairs

Subdivision: Counseling and Psych Services

Department: Student Life

Campus Location: Main Campus

General Summary

Provide complex administrative support to the director, permanent and temporary staff, and graduate trainees. Under limited supervision, use independent judgment when responding to student mental health concerns or emergencies with consideration to confidentiality and state laws. This position manages the daily operations of a mental health clinic, such as the creation and maintenance of mental health records and appointment scheduling.

Principal Duties and Responsibilities

• Oversee the daily operations of Counseling and Psychological Services front office.
  • This includes scheduling client appointments and maintaining clinical wait list.
• Provide functional supervision to the CS-05 clerical staff.
  • Coordinate duties and workflow of office staff.
  • Monitor and insure that clerical staff treat customers with courtesy and respect while maintaining confidentiality with regard to professional ethics and state law.
• Assist the director in maintaining the electronic record keeping system.
  • This includes creating electronic schedules for all therapists and creating templates and data forms.
  • Oversee case file management which includes collecting and scanning confidential counseling material into the electronic record keeping system and overseeing the destruction of records in compliance with state law.
• Balance daily cash receipts and deposits and oversee billing for psychiatrist.
• Respond to urgent or emergency requests from parents, staff, faculty, students, and others about students of concern within the limits of confidentiality and state law.
• Assist and consult with staff in screening students requesting emergency services.
• Provide support for staff during clinical emergencies.
  • This includes coordinating with the Department of Public Safety and/or EMS.
• Produce letters to students in response to requests from Public Safety, Residence Life, Student Intervention Team, and other concerned parties.
• Prepare files in response to subpoenas and requests from Legal Affairs, medical providers, and interested persons.
  • This includes responding to inquiries from federal government entities and other institutions regarding confidential counseling records.
• Provide complex clerical support for the Counseling and Psychological Services staff and graduate trainees.
  • Coordinate staff meetings and record minutes for the director.
  • Read and interpret incoming mail and respond to routine inter-office requests.
  • Review and revise all departmental forms, brochures, or announcements.
• Reserve conference and group therapy rooms for staff events.
• Prepare travel and accommodation arrangements.
• Assist the director in coordinating assessments for the department, including clinical and operational assessments as well as benchmarking and university surveys of campus mental health.
• Maintain and oversee department budget including all expenditures and salaries.
  • This includes posting and reconciling p-card transactions and statements.
• Maintain and monitor sick and annual leave information, employee schedules, payroll budgets and other departmental records.
• Maintain personnel action forms for the department.

Minimum Qualifications:

Ability to read, write and interpret instructions, and perform basic arithmetic calculations, typically acquired through the completion of a high school education, is necessary to create forms and letters and provide confidential administrative support.

Three years of front office management experience, with at least one year in a position in a mental health, medical, or related office setting is required. 

The ability to type efficiently and input and extract data from a medical information computer system is required.

The ability to communicate accurately and pleasantly with patients (across a wide diversity of cultural backgrounds) is necessary in order to identify patient needs and solve patient problems.

The ability to manage a busy medical office and handle multiple tasks at the same time is required.

Effective conflict management skills are required (e.g. defuse emotionally charged situations, clearly identify issues, clearly communicate procedures for resolving issues, working with the patient to develop a resolution acceptable to the patient and the work unit).

Preferred Qualifications:

One year of supervisory experience is desirable.

Knowledge and understanding of University policies, systems, procedures and regulations as they pertain to the work unit and to areas of the university that interact with the work unit is desired

Appointment Percentage:

100%