Position Summary
The Registration and Administration Specialist serves as the first point of contact for clients and visitors at Ascension Counseling and plays a vital role in ensuring a seamless, welcoming client experience. This position provides comprehensive administrative and operational support to maintain efficient daily practice operations.
Responsibilities include managing phone calls, texts, emails, website inquiries, direct messages, scheduling appointments, maintaining accurate client records, facilitating communication between clients and clinicians, and supporting billing processes.
The Registration Specialist must demonstrate empathy, professionalism, strong organizational skills, and discretion while upholding confidentiality standards and adhering to all practice policies and regulatory requirements.
Key Responsibilities
Client Experience & Front Desk Operations
Greet clients and visitors warmly, creating a positive and professional first impression.
Maintain a calm, welcoming, and trauma-informed environment.
Answer incoming phone calls and respond to inquiries regarding services, scheduling, clinician availability, and general practice information.
Conduct initial client screening calls using established intake scripts and triage protocols.
Provide prospective clients with information about service options, clinician specialties, fees, and insurance participation.
Scheduling & Care Coordination
Schedule, reschedule, and confirm client appointments to optimize clinicians’ schedules.
Send appointment reminders via phone, text, or email in accordance with office policy.
Coordinate communication between counselors and clients, relaying messages promptly and accurately.
Monitor clinician calendars for scheduling conflicts and resolve discrepancies.
Track cancellations, no-shows, and late arrivals according to practice policy.
Maintain waitlists and contact clients when appointment openings become available.
Client Records & Documentation
Maintain and update client records accurately and confidentially within the Electronic Health Record (EHR) system.
Process new client intake paperwork and collect required documentation.
Ensure intake forms, consent documents, and insurance information are completed prior to first appointments.
Scan, upload, and organize digital documentation within the EHR system.
Audit client charts for completeness and compliance with documentation standards.
Adhere strictly to HIPAA and all confidentiality and privacy regulations.
Billing & Insurance Support
Verify insurance eligibility and benefits prior to appointments.
Assist with billing processes, payment collection, and receipt.
Process copays, deductibles, and self-pay transactions.
Communicate financial responsibility clearly to clients, including copays, outstanding balances, and cancellation fees.
Submit prior authorization requests as directed.
Track and follow up on denied claims in coordination with billing staff or third-party billers.
Maintain accurate financial records in accordance with office procedures.
Administrative & Operational Support
Manage office supplies and ensure equipment functionality.
Assist clinicians with administrative tasks as needed.
Prepare and send client correspondence and documentation.
Maintain knowledge of practice policies, procedures, and updates.
Support onboarding paperwork for new clinicians or staff as directed.
Assist with maintaining compliance with state and federal healthcare regulations.
Participate in staff meetings and training sessions as required.
Support quality improvement initiatives and workflow enhancements.
Required Qualifications
High school diploma or equivalent required; Associate degree or coursework in healthcare administration, business, or related field preferred.
Previous experience in a medical, behavioral health, or counseling office strongly preferred.
Strong organizational and multitasking skills with excellent attention to detail.
Excellent verbal and written communication skills.
Proficiency with computers, scheduling software, and electronic health record (EHR) systems.
Ability to manage sensitive situations with professionalism and emotional intelligence.
Strong accuracy in data entry and documentation.
Required Certification / License
HIPAA training required (may be completed upon hire).
Physical Demands
Regularly walk, stand, and stoop.
Occasionally lift, carry, push, or pull objects up to 25 pounds.
Sit for extended periods of time.
Frequent use of computer, phone, and office equipment.
Working Conditions
Must have reliable high-speed internet with ethernet connection to a desktop or laptop (if remote or hybrid).
Must VPN if remote or hybrid.
Must be able to come to the Beachwood office to work and have reliable transportation.
Work is performed in an office or environmentally controlled setting.
May encounter clients experiencing emotional distress or crisis situations.
Must maintain professional boundaries and composure in high-stress situations.
