Reporting to the Client Services Manager (CSM), the Client Services Lead helps oversee daily operations of the Client Services Center (CSC)—including the Workers’ Compensation, Referrals, and Employer-Paid Services teams. The Lead provides frontline training, quality oversight, and escalation support to ensure prompt, accurate, and courteous service for patients, providers, employers, and insurance partners. The role also coordinates closely with other CSC leads to maintain seamless cross-coverage and consistent service standards across all lines of business.

REQUIREMENTS AND QUALIFICATIONS:

Required

• High-school diploma or equivalent.
• 2+ years of experience as a Referral Coordinator, Client Services Representative, or similar frontline healthcare/administrative role.
• Proficient in EHR systems and Microsoft Office; proven data-entry accuracy.
• Clear, professional verbal and written communication skills; strong customer-service mindset.
• Ability to multitask, stay organized, and work with minimal supervision in a fast-paced environment.

Preferred

• Bilingual (Spanish/English).
• Familiarity with Texas Department of Insurance rules, Impairment Ratings, and Workers’ Comp regulatory requirements.

• Assist CSM in overseeing a team within the CSC to include but not limited to:
• Coach new and existing CSC team members on SOPs, documentation accuracy, customer-service standards, performance/behavior expectations.
• Monitor call queues, audit documentation, and provide real-time feedback.
• Approve timesheets.
• Assist CSM in tracking KPIs (first-call resolution, turnaround times, etc.).
• Partner with other CSC leads to balance workload, cover absences, and share best practices.
• Participate in process-improvement projects and system-upgrade testing.
• Perform related tasks or special projects as assigned to meet operational goals.
• Coordinate meetings—when needed—with specialty providers and other referral partners to strengthen and sustain long-term business relationships.
• Represent the CSC at off-site meetings with clients and specialist offices, occasionally traveling during and outside of normal working hours.
• Perform essential functions of a Client Services Rep and/or Referral Coordinator as needed, to include but not limited to:
• Communicate with employers and adjusters on drug testing, physical evaluations, status forms, any medical notes, and test results.
• Process referrals from beginning to end – authorization, communication with providers/carrier, and scheduling appointments
• Enter, verify, and maintain data in the EHR and ancillary systems.
• Respond to phone/email inquiries within departmental service-level targets.
• Explain costs and coverage clearly to patients and clients.
• Support billing submission, payment collection, and account reconciliation.
• Arrange interpreter services and safeguard PHI in full HIPAA compliance.
• Perform other duties as assigned.