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Job Title: Front Office and Billing Coordinator

Status: Exempt

Program: CVN

Supervised By: Operations Manager

Job Summary:

With a multidisciplinary team of licensed clinicians , case managers, administration, and veteran outreach coordinators, the clinic offers high- quality, evidence-based, and personalized outpatient mental health treatment tailored to meet the specific needs of Post 9/11 veterans, Active Duty Service Members, and their families. The Cohen Clinic is part of the Cohen Veterans Network, a national nonprofit (501c3) network of clinics.

Under the general direction of the Business Operations Manager, the Hybrid Front Office & Billing Coordinator role provides comprehensive front office, administrative, and billing coordination duties for the Cohen Clinic. This position is responsible for client reception, phone system operations, scheduling, insurance verification, pre authorizations, billing preparation, daily workflow organization, and cross department administrative support. The role ensures smooth clinic operations, excellent customer service, and accurate billing processes while maintaining a calm, professional presence in a fast paced mental health clinic setting.

Essential Duties and Responsibilities:

Client Reception & Front Office Operations

• Serve as the Office Coordinator, greeting clients, visitors, and staff with professionalism and warmth.
• Copy and upload client photo identification and insurance information into the appropriate system.
• Tracking and fulfilling Medical Records Requests
• Participate in the managed care billing process responsibilities including gathering preliminary insurance information and collecting co-payment at time of service.
• Maintain current knowledge of all clinic services and community resources to assist clients and staff.
• Present a calm, respectful and professional demeanor when interacting with clients, vendors, community partners or guests who may express concerns, complaints or experiencing communication challenges.
• Perform general administrative tasks including faxing, copying, scanning, preparing documents, and supporting meeting preparation.

Incoming and Outbound Calls & Communication Management

• Operate the main clinic phone system, attend to incoming calls, respond to voicemails in a timely manner and assisting with outgoing calls, and ensuring timely response to email messages.
• Serve as primary back up for clinic staff in taking and distributing messages.
• Properly direct calls to internal departments, external agencies, and partner organizations.
• Report telephone system issues and coordinate with service personnel to resolve problems.

Scheduling, Registration & Workflow Coordination

• Register and schedule clients in the clinic’s EHR system with accuracy, timeliness and attention to detail.
• Send out documents to clients in a timely manner and follow through on ensuring documents are uploaded into the EHR system on a daily basis.
• Organize daily patient schedules and triage incoming client reports to appropriate staff or departments.
• Facilitate clinic and client administrative needs, ensuring timely follow up and coordination.

Insurance, Billing & Revenue Cycle Support

• Prepare billing information for submission to billing services and support managed care billing processes.

Knowledge, Skills, and Abilities

Core Competencies

• Exceptional customer service and interpersonal communication skills.
• Knowledge of behavioral health insurance plans, managed care processes, and medical terminology.
• Understanding of behavioral health billing workflows, insurance verification, authorizations, and revenue cycle principles.
• Strong attention to detail with the ability to identify and resolve billing and insurance discrepancies.
• Ability to maintain strict confidentiality in accordance with HIPAA and organizational policies.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Proficiency with electronic health records, scheduling systems, Microsoft Office, and payer portals.
• Ability to work collaboratively within a multidisciplinary behavioral health team.
• Demonstrated professionalism, empathy, and cultural sensitivity when serving military members, veterans, and their families.

Qualifications

• Strong verbal communication skills, professional poise, and ability to manage high volume telephone operations.
• PC literate with working knowledge of Microsoft Office applications.
• Demonstrated willingness and capacity to learn new functions and systems.
• Prior experience within the military community and/or veteran serving administrative organizations.
• Strong consultative abilities, conflict resolution skills, and leadership competencies.
• Ability to analyze problems, identify alternative solutions, evaluate potential outcomes, and implement recommendations aligned with organizational goals.
• Clear and concise communication skills, both oral and written.
• Ability to establish and maintain effective working relationships with diverse stakeholders, including advocacy groups and governmental organizations.
• Intermediate proficiency in Microsoft Excel, email platforms, and word processing programs.
• Ability to effectively utilize the Internet for research and resource gathering