PTC Program Support Specialist

GENERAL DESCRIPTION OF POSITION

The Pediatric Therapy Clinic Support Specialist plays a key role in creating a positive and welcoming first impression for families patients and community partners. This position supports patient access functions across the Pediatric Therapy Clinic (PTC) by greeting guests warmly responding to inquiries with care and accuracy scheduling appointments and ensuring families are guided to the right resources quickly and effectively.

This position provides essential administrative scheduling and operational support to the Pediatric Therapy Clinic (PTC) team and clinic leadership. Core responsibilities include managing inquiries processing referrals supporting enrollment verifying insurance benefits coordinating therapy schedules assisting with payments and maintaining accurate documentation. The Specialist helps ensure smooth clinic operations supports safety and organization in shared spaces and serves as a reliable communication link between the clinic and families.

The Pediatric Therapy Clinic Support Specialist exemplifies Brighton Centers commitment to exceptional service professionalism and family centered care by delivering exceptional customer support maintaining smooth operational workflows and supporting staff and families with clarity accuracy and compassion.

ESSENTIAL FUNCTIONS

This position requires face to face interactions with staff board vendors and the general public on a daily basis to accomplish all essential functions of the position.

• Program Support Responsibilities (55%)

  o Inquiries and Enrollment: Serve as the first point of contact for families by creating a warm welcoming experience. Manage all inquiries within twenty four hours gather essential information and guide families through the enrollment and intake process. Create user profiles prepare and process paperwork and ensure families understand next steps of becoming a patient of PTC. Support a smooth onboarding experience through clear communication consistent follow through and high quality customer service.

  o Clinical and Program Support: Provide direct support to the Pediatric Therapy Clinic Maintain clean and organized work areas ensure proper supply readiness and support program documentation needs. Process record requests therapy referral forms and complete DAYC scanning and filing within the electronic medical record system. Manage all aspects of patient scheduling across program applying strong high volume clinic scheduling knowledge and therapy clinic experience. Optimize therapist schedules to support evaluations treatment delivery documentation time and patient needs. Review and verify patient insurance benefits determine eligibility and communicate benefit changes with accuracy and clarity. Utilize systems such as Availity and In Network Smart Products to complete eligibility checks and authorization tasks. Assist with authorization requirements as needed to support timely care. Accompany clients between the lobby and therapy spaces ensuring a calm and reassuring experience. Provide cross coverage and serve as backup to the Impact Specialist for overall operational needs.

  o Teamwork and Collaboration: Participate actively in collaborative weekly team meetings and support the flow of information between programs. Work effectively with colleagues by sharing updates anticipating needs and contributing insight that improves processes and family experience.

• Administrative Excellence (40%)

  o Exceptional Customer Service: Deliver outstanding service to families and guests through clear communication empathy and professionalism. Respond to in person and phone inquiries determine eligibility provide program information and connect families to appropriate resources. Log inquiries complete follow up communication prepare meeting materials and minutes and maintain organized documentation to support program operations. Utilize bilingual skills to ensure families receive accessible and equitable communication.

  o Front Desk Management: Maintain a welcoming organized and professional environment across the front desk lobby board room and lobby restrooms. Conduct daily walk throughs identify necessary maintenance needs and submit requests promptly. Ensure safety procedures are consistently followed and communicated. Support a first impression that reflects Brightons values and commitment to high quality service.

  o Clinic and Payment Support: Schedule and check in clinic patients manage workflow efficiently and process payments with accuracy. Support administrative functions within the clinic by assisting with documentation maintaining supplies and ensuring smooth daily operations. Provide high quality front office therapy clinic support grounded in accuracy professionalism and strong patient care coordination.

• OTHER FUNCTIONS (5%)

Required:

• High school diploma or equivalent
• Minimum of one year experience in a clinical office therapy clinic or high volume scheduling environment
• Experience supporting front office operations within a healthcare or therapy setting
• Skilled in high volume patient scheduling and coordination
• Experience reviewing eligibility verifying insurance benefits and supporting authorization processes
• Proficiency using systems such as Availity for eligibility verification and familiarity with In Network Smart Products
• Strong comprehension skills with the ability to interpret instructions provided in written oral or diagram formats
• Proficiency in Microsoft Office including Word Excel Outlook and the ability to learn new software quickly
• Excellent interpersonal communication skills to support families visitors staff funders and community partners
• Ability to thrive in a fast paced environment with strong multitasking and time management abilities
• Demonstrated ability to work both independently and collaboratively within a close team
• Bilingual in English and Spanish to support family access and communication
• Ability to maintain confidentiality accuracy and professionalism in all interactions
• Ability to lift carry or assist with light operational tasks as needed in a therapy clinic environment

Preferred:

• Associate or bachelors degree in business healthcare administration social services or a related field
• Two years of experience in a non profit healthcare or pediatric therapy environment
• Experience working in EMR systems and supporting therapy clinic workflows
• Knowledge of Early Childhood Intervention Pediatric Therapy Clinic operations or special education service environments

NECESSARY SKILLS

• Embodies and applies our core values in daily work fostering a supportive and collaborative environment.
• Demonstrates punctuality regular attendance and a commitment to meeting deadlines.
• Possesses a positive service-oriented attitude when interacting with diverse individuals at all levels both in person and over the phone.
• Performs clerical and other duties with accuracy and speed even without constant supervision.
• Showcases a high-quality work ethic professionalism responsibility and ethical conduct. Excellently organizes solves problems communicates adapts and collaborates with others.
• Maintains confidentiality discretion and sound business judgment.
• Possesses client-centered awareness knowledge and abilities.
• Connects skillfully (written and verbally) with families staff and the community.
• Fosters teamwork proactively addresses conflicts and seeks timely resolutions.
• Effectively manages dual monitor screens and multiple programs simultaneously.

MENTAL & PHYSICAL DEMANDS

MENTAL DEMANDS

• Handles basic computations with ease.
• Maintains composure under pressure and empathizes with various stakeholders.
• Concentrates and completes tasks amidst distractions.
• Actively listens and utilizes critical thinking and problem-solving skills.
• Takes personal responsibility for actions and commitments.
• Prioritizes tasks and calendars effectively meeting deadlines consistently.

PHYSICAL DEMANDS

• Ability to work standard business hours.
• Able to lift and/or move up to 20 pounds.
• Can comfortably sit for extended periods.
• Able to focus on computer screens for extended durations.

TOP COMPETENCIES

• Interpersonal Skills
• Listening/Negotiating
• Customer Focus
• Organizational Agility
• Integrity and Trust
• Intellectual Acumen & Adaptability
• Process & Systems Management
• Priority Setting