Float role - covering North Adams and Pittsfield locations! Weekdays, 1st shift!

Job Summary

The Client Services Manager – Float/Coverage is a cross-trained, multi-site position that provides reliable back-up coverage for Client Services Manager (CSM), Client Support Staff (CSS), and Medical Assistant (MA) functions when vacancies, PTO, call-outs, or high-volume surges create onsite gaps. The primary purpose of this role is to stabilize daily clinic operations across multiple locations, so the Client Services Check-In & Operations Manager is not routinely pulled into frontline coverage.

Like other CSM roles, this position maintains cross-functional working relationships with medical records support staff and partners closely with Division leadership, the Client Services Scheduling HUB, Billing/RCM, Facilities, and IT to keep front-end workflows consistent, compliant, and client-centered across sites.

This role supports consistent check-in and registration quality, day-of problem solving, client financial communications, documentation workflow routing, and clinic readiness. When assigned to MA coverage, the Float/Coverage role performs only those MA tasks that are within training, competency, and required credentialing, following Brien Center policies and clinical leadership direction. 

Essential Job Functions

Multi-Site Coverage & Rapid Backfill

• Provides scheduled and as-needed onsite coverage across Brien Center locations based on the weekly coverage plan and same-day operational needs.
• Fills gaps in CSM/CSS/MA staffing to maintain clinic flow, prevent service disruptions, and reduce cancellations.
• Arrives “ready to run” by maintaining current knowledge of site workflows, clinic layouts, coverage expectations, and escalation paths.
• Coordinates shift handoffs and real-time updates with the Client Services Check-In & Operations Manager, site leadership, and onsite partners.

Check-In & Registration Quality Control (CSM/CSS Coverage) 

• Performs and/or oversees accurate check-in and registration workflows, including demographics, insurance verification steps per workflow, consents, and required forms.
• Ensures appropriate scanning/indexing practices are followed so documents are complete, timely, and routed correctly.
• Works collaboratively with medical records support staff to ensure documentation is complete, indexed correctly, and available for care, billing, and audit readiness.
• Identifies registration errors that impact billing/compliance and corrects them promptly or escalates as needed.

Day-of Problem Solving & Clinic Flow

• Troubleshoots day-of operational issues such as late arrivals, walk-ins, provider running behind, room flow constraints, and scheduling/coverage bottlenecks.
• Coordinates real-time communication between check-in/front office staff, providers, clinical teams, the Scheduling HUB, and other onsite partners to keep clinics moving.
• Partners with Division leadership to support site-specific flow expectations while maintaining standardized Brien Center check-in practices.

Client Financial Communications (Front-End Support)

• Provides consistent, policy-based client financial communications at check-in (copays, balances, payment expectations).
• Facilitates appropriate handoffs to Billing/RCM or other designated resources for payment plans, exceptions, or escalated concerns—ensuring consistent messaging and documentation.
• Communicates recurring financial workflow issues to Billing/RCM and the Client Services Check-In & Operations Manager to reduce repeat problems.

Documentation Workflow Support 

• Supports standardized handling and routing of forms, releases of information (ROI), and records request workflows, partnering with medical records support staff and designated teams/queues.
• Ensures documentation is properly collected, indexed, and routed to reduce delays in care, billing, and audit readiness.
• Maintains confidentiality and follows HIPAA/42 CFR Part 2 requirements as applicable; escalates exceptions per policy.

Clinic Readiness and Coordination

• Ensures daily readiness basics are met when onsite: check-in coverage is stable, schedules are visible to front-end staff, and room/space coordination issues are identified early.
• Partners with Facilities and IT to address urgent operational needs affecting front-end performance (phones, scanners, printers, connectivity, workspace readiness), and escalates unresolved issues appropriately.
• Communicates readiness risks and recurring site issues to the Client Services Check-In & Operations Manager for tracking and resolution.

Medical Assistant Coverage

• Provides MA back-up coverage as assigned within scope of training/competency and required credentialing, following Brien Center clinical workflows and supervision structure.
• Supports patient flow tasks appropriate to the role and site needs; escalates clinical concerns immediately to licensed staff.
• Maintains required clinical competencies, infection control standards, and privacy requirements.

Supervision & Leadership (When Acting as CSM Coverage)

• Provides day-of direction and coordination for front desk/check-in workflow when serving in a CSM coverage capacity (task assignment, prioritization, and escalation).
• Reinforces standard work, professionalism, confidentiality, and client service expectations.
• Identifies training gaps or recurring workflow issues and reports them to the Client Services Check-In & Operations Manager and relevant partners (Scheduling HUB, Billing/RCM, Division leadership) as appropriate.

Other Duties

• Participates in onboarding and cross-training activities to remain current across locations, systems, and workflows.
• Participates in providing backup coverage as needed for Client Service Representatives within the Client Services Scheduling HUB and for Medical Assistants, consistent with training, scope, and operational priorities.
• Completes required handoff notes/checklists and operational reporting related to coverage shifts (exceptions, issue logs, recurring barriers).
• Performs other duties as assigned consistent with the role and department needs.
• Attends meetings and training as required and contributes to a positive team climate across Administration and clinic operations. 
• Performs other duties as assigned consistent with the role and department needs.

Qualifications, Experience and Education

Education & Qualifications

• High school diploma/GED required; Associate’s degree preferred.
• Minimum 3 years of experience in a high-volume medical or behavioral health setting (front office/check-in/registration or similar).
• Demonstrated ability to solve problems quickly, manage competing priorities, and remain calm and professional in fast-paced clinic environments.
• Strong customer service skills and ability to communicate effectively with clients, Division leadership, clinical teams, and administrative partners.
• Must have reliable personal transportation and the ability to travel between Brien Center locations in the Pittsfield and North Adams area, and work variable schedules as needed to meet coverage needs. Travel between Brien Center locations during the workday will be reimbursed in accordance with The Brien Center’s standard mileage reimbursement rate (per policy).

Knowledge, Skills and Abilities

• Reliability, flexibility, and readiness to move between locations and duties without loss of quality.
• Accurate data entry and strong attention to detail (demographics/insurance/consents/scanning/indexing).
• Strong judgment, confidentiality, and ability to follow policy consistently.
• Strong verbal/written communication; customer service orientation; ability to interact effectively across education levels and roles. 
• High regard for confidentiality and professional conduct
• Strong understanding of outpatient clinic workflows (scheduling, registration, documentation, billing fundamentals).
• Strong analytical and problem-solving skills; ability to interpret reports and identify trends.
• Demonstrated ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Proficiency with Microsoft Office (Excel, Word, Outlook), comfort with learning new software systems and web-based systems; accurate data entry and attention to detail.
• Commitment to The Brien Center’s mission, values, and principles of equity, inclusion, and recovery-oriented care.