Care Concierge Behavioral Health Support Call Center Specialist

Shift: Monday-Friday 9AM-5PM

Community Medical Services (CMS) is hiring a Behavioral Health Support Representative. The Care Concierge Specialist plays a key role in supporting clients through every stage of their treatment journey by reducing financial and logistical barriers to care. This position is part of the centralized Care Concierge team which manages client communication insurance verification financial counseling and quality monitoring across all CMS clinics. The Care Concierge Specialist ensures clients receive timely accurate and compassionate support that aligns with CMSs mission and values.

As part of our mission to help individuals recover from substance use disorders youll thrive in a supportive engaging and fulfilling work environment where your contributions are valued.

Along the way well invest in your well-being through a benefits package for full-time employees that includes:

• Subsidized medical dental and vision insurance
• Health savings account
• Short and long-term disability insurance
• Life insurance
• Paid sick vacation and holiday time
• 401K retirement plan with match
• Tuition and CME reimbursement up to 100%
• Employee assistance program to support your mental health and wellness
• Ongoing professional development

Responsibilities

Client Communication & Support (People Excellence)

• Serve as a first point of contact for client calls texts and website inquiries providing professional compassionate assistance.
• Respond to all inbound text messages triggered by client events (missed appointments treatment milestones discharges dosing lapses etc.).
• Conduct secret shopper calls to ensure consistent quality and adherence to CMS standards.
• Document all client interactions accurately and completely in the EMR.
• De-escalate and problem-solve client concerns with empathy and professionalism.

Financial Counseling & Insurance Verification (Financial Excellence)

• Review and verify insurance coverage for new and existing clients.
• Conduct insurance verification follow-ups during the first week post-intake.
• Communicate coverage deductibles copays and self-pay options clearly to clients.
• Support clients in understanding their balances and assist in developing payment plans.
• Perform financial audits to ensure billing episodes proof of insurance and documentation are accurate.
• Identify clients eligible for Sliding Fee Scale (SFS) and assist with the application process.
• Coordinate with clinics to ensure accuracy in billing and insurance data entry.

Collaboration & Clinic Support (Operational & Clinical Excellence)

• Partner with clinics to ensure clients are properly scheduled and supported in their treatment.
• Notify clinics of Optum VBP clients missed appointments or other time-sensitive updates.
• Participate in case staffing for complex financial or access-related client needs.
• Support clinical retention efforts by promoting consistent client engagement and proactive outreach.

Data Reporting & Quality Improvement

• Maintain accurate records and trackers for financial audits insurance verification and client interactions.
• Participate in weekly team reviews to discuss performance identify trends and share best practices.
• Contribute to workflow improvement projects to increase efficiency and client satisfaction.

Qualifications

• High school diploma or GED required; Associates degree preferred.
• Call center healthcare operations or financial counseling experience preferred.
• Strong communication and customer service skills.
• Ability to navigate multiple software platforms including EMR Power BI and insurance verification systems.
• Excellent problem-solving time management and multitasking abilities.
• Compassionate and professional demeanor when working with clients in recovery.
• Ability to work both independently and as part of a collaborative team.
• Bilingual preferred but not required.

Tools and Equipment Requirements

• Frequent use of computer telephone printer and copier.
• Proficiency with Microsoft Office Suite (Outlook Word Excel Teams).
• Ability to use the internet and various web browser software.

Physical Working Conditions

• Requires sitting and standing associated with a standard office environment.
• Frequent and prolonged typing computer use and phone communication.
• May be performed remotely or on-site depending on

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About Community Medical Services

Community Medical Services (CMS) is a CARF accredited addiction treatment program providing services in the form of outpatient medication-assisted treatment and one on one and group counseling to those seeking help with their opioid use disorder. Headquartered in Arizona with more than 70 treatment clinics in 14 states CMS is dedicated to meeting the challenges presented by the growing opioid epidemic in communities where treatment is lacking.

Our Commitment

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex disability status sexual orientation gender identity age protected veteran status or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other Conditions

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.