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About the Role
The Client & Provider Support Coordinator is responsible for welcoming visitors, coordinating schedules, assisting with file management, and contributing to a positive office environment across both Berlin and Salisbury locations. This role serves as the primary point of contact for client services, requiring quality customer service aligned with agency values.
Responsibilities
- Split time between Berlin and Salisbury offices to ensure consistent front desk and scheduling coverage.
- Answer phones, resolve caller needs, or direct callers to the appropriate party.
- Respond to voicemails, emails, and text messages in a timely, professional manner.
- Greet clients and visitors and address immediate needs.
- Foster a welcoming and supportive environment for clients.
- Serve as the primary liaison for client service questions and escalate complex needs.
- Manage medical record compliance requests.
- Coordinate with external service providers to reduce barriers for clients.
- Manage all aspects of scheduling, including new appointments, reschedules, and cancellations.
- Review provider schedules daily for reminders, updates, or adjustments.
- Maintain provider availability and scheduling updates in the EHR.
- Ensure timely scheduling for clients following referrals, assessments, or program transfers.
- Maintain transition caseload lists and coordinate with clinicians for client reassignments.
- Assist clinicians in managing caseload transitions for smooth handoffs.
- Conduct outreach to clients who have missed appointments or disengaged from services.
- Track and document all re-engagement attempts in the EHR.
- Guide clinical teams on next steps for client care.
- Provide updates on client status and scheduling gaps during team huddles or case reviews.
- Manage clinical discharges in accordance with policy and documentation requirements.
- Manage client and provider support projects as assigned.
- Maintain accurate and organized records of client interactions and data.
- Log all communication and attempted communication in the EHR system.
- Support compliance by ensuring records, schedules, and client updates are accurate, complete, and timely.
- Perform other duties as assigned.
Requirements
- Strong organizational and leadership skills.
- Excellent written and verbal communication abilities.
- Interpersonal skills to effectively build relationships with diverse individuals.
- Ability to handle a fast-paced environment and prioritize tasks.
- Proficient in using computers and technology for data management.
- Reliable transportation and willingness to travel regularly between the Berlin and Salisbury offices.
Location
- Berlin, MD
- Salisbury, MD
Work Type
- Full-time
Experience Level
- Minimum of 2 years of experience in medical assisting or administration preferred.
- Minimum of 2 years of management/supervision experience preferred.
- Experience in mental health and addictions or a related field preferred.
Education Level
- Associate or Bachelor's degree in Business/Health Administration or a related field.
- CPR and First Aid Certification
Benefits
- 120 hours of PTO annually
- 9 paid holidays each year
- ICHRA plan with employer reimbursement
- Term Life Insurance Plan at no cost
- 401(k) Retirement Plan with discretionary company match
- Employee Assistance Program (EAP)
- Annual Incentive Plan
- In office training and structured onboarding
- Supported 90 day introductory period
- Ongoing professional development and growth opportunities
About the Company
- At Maryland Wellness, we foster hope, dignity, and growth by providing compassionate behavioral health and wellness services and the skills needed to strengthen lives, relationships, and communities.
- Our vision is a Maryland where every individual has access to behavioral health and wellness support that empowers them to heal, grow, thrive, and reach their full potential.
- Our Berlin and Salisbury offices serve Eastern Shore communities.
- Our team is guided by values of Compassion, Commitment, Respect, Collaboration, Transparency, and Innovation.
- We foster a supportive workplace where staff feel valued, resourced, and able to do their best work.