Join Our Team at Genesis Clinical

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Top Priorities

Answer all incoming calls

• Serve as the first point of contact; resolve or route with empathy and accuracy.
• Meet service targets: answer rate, average speed to answer, first-contact resolution, voicemail response time.
• Maintain call handling guides, dispositions, and quality checklists.

Review and respond to emails

• Monitor shared inboxes; triage, draft, and send timely, clear, professional replies.
• Use templates and tone guidelines; meet same-business-day response SLAs.

Review and respond to phone portal/voicemail

• Clear and document messages promptly; ensure callbacks meet SLA.
• Close the loop in the EHR/CRM and update client records with next steps.

Schedule clients

• Coordinate, confirm, and reschedule appointments with minimal clinician overhead.
• Optimize appointment mix, reduce gaps, and align visit types with provider availability.
• Proactively offer earlier openings and manage a waitlist.

Collect service payments (including co-pays)

• Communicate fees upfront and collect service payments at scheduling or check-in.
• Process payments accurately; handle balances, payment plans, and receipts per policy; maintain HIPAA compliance.

Ensure schedules are full

• Monitor utilization and fill rates daily; act on cancellations immediately.
• Run recall and re-activation outreach; send reminders; reduce no-shows.
• Partner with operations to forecast demand and align staffing.

Projects as needed

• Improve response times, templates, knowledge bases, and client education materials.
• Pilot new channels/features (e.g., text reminders, web chat) and document outcomes.

Communication Strategy & Marketing Communications

• Omnichannel ownership: Manage voice, email, portal, chat, website contact forms, and social messaging to ensure consistency, clarity, and warmth.
• Brand voice & templates: Create and maintain scripts, macros, and email/portal templates; audit for readability and compliance.
• Social media & reputation: Maintain a basic social presence (practice updates, psychoeducation, office closures), monitor DMs, and triage reviews/feedback to leadership.
• Content & campaigns: Coordinate client-facing communications (appointment prep, policy updates, seasonal reminders, wellness tips) and maintain a simple content calendar.
• Measurement: Track SLAs, first-contact resolution, CSAT/reviews, and channel utilization; report insights and recommend improvements.
• CRM/EHR hygiene: Tag inquiries, reasons for contact, and outcomes to support capacity planning and quality initiatives.
• Compliance & consent: Follow HIPAA and messaging-consent requirements; use approved channels and disclosures.

Tools & Process Innovation

• Tool stewardship: Administer and improve the phone system/IVR, shared inboxes, secure portal messaging, chat, and basic social tooling.
• Automation & workflows: Implement templates, saved replies, routing rules, scheduling links, and reminder flows; propose low-risk automations that reduce manual work.
• Knowledge base: Build and maintain an internal, searchable playbook (FAQs, coverage notes, prep instructions, urgent protocols).
• Training: Coach colleagues on communication standards; run quick refreshers when scripts or policies change.
• Continuous improvement: Test small changes (e.g., subject lines, reminder timing), document results, and roll out wins.

Additional Responsibilities

• Greeting and assisting clients in office (check-in, forms, wayfinding).
• Client intake and registration; accurate documentation in EHR.
• Recordkeeping and documentation in EHR/CRM; confidentiality and privacy compliance.
• Billing coordination (basic support; route complex issues per policy).
• Clinical support and collaboration; room prep as requested.
• Office management (supplies, equipment checks, welcoming environment, with Operations).
• Emergency preparedness (follow established protocols).
• Quality assurance and compliance support; professional development.

Qualifications

• Communication excellence: Clear, warm writing and phone presence; skilled at de-escalation and expectation-setting.
• Channel fluency: Hands-on experience with phone systems/IVR, shared inboxes, secure portals, chat, and basic social media management.
• Scheduling mastery: Proven ability to manage complex calendars and fill schedules efficiently.
• Tech-savvy & organized: Comfortable with EHR/CRM and productivity tools; quick learner; meticulous documentation.
• Data-aware: Track SLAs and use simple dashboards or reports to drive action.
• Compliance mindset: Maintains confidentiality (HIPAA) and respects consent/opt-in norms for messaging.
• Team player: Collaborates smoothly with clinicians and operations; receptive to feedback.

Preferred

• Healthcare/behavioral health or high-volume client-service experience.
• Familiarity with call-quality frameworks, template libraries, and basic social/content scheduling.