Administrative Specialist - West Chester, PA

Administrative Specialist

MVP Recovery

Position Summary

The Administrative Specialist serves as a vital member of the outpatient behavioral health team, providing administrative, scheduling, client intake, and customer service support to ensure efficient daily operations. This position functions as the first point of contact for clients, referral sources, providers, and community partners while supporting client engagement, continuity of care, and compliance with all agency, state, federal, and HIPAA requirements.

The ideal candidate is organized, detail-oriented, compassionate, and capable of managing multiple priorities in a fast-paced behavioral health environment.

Essential Duties and Responsibilities

Client Services and Scheduling

• Serve as the first point of contact by answering and directing all incoming phone calls in a professional and timely manner, utilizing appropriate phone screeners and routing information to designated staff and locations.
• Screen potential clients by phone for service appropriateness and direct callers to intake, assessment, crisis services, or the appropriate level of care.
• Assist with intake and referral calls, ensuring accurate, timely, and compliant documentation.
• Schedule, confirm, and coordinate appointments for providers, including assessors, physicians, nurse practitioners, therapists, and other clinical staff using the electronic medical record (EMR) and scheduling systems.
• Conduct outbound appointment reminder calls and client outreach prior to scheduled appointments to confirm attendance, reschedule when necessary, and support no-show reduction efforts.
• Manage provider calendars and appointment schedules to maximize efficiency and service access.
• Monitor cancellations, reschedules, and waitlists, communicating changes to clients and staff as appropriate.

Electronic Health Record (EHR) and Documentation Management

• Create and maintain client EMR profiles, including scanning and uploading demographics, insurance information, releases of information, consents, and all required intake documentation into designated folders.
• Upload, organize, and maintain electronic files across shared drives, EMR systems, and other agency platforms in accordance with agency standards.
• Ensure client records are accurate, complete, and maintained in compliance with HIPAA, confidentiality regulations, and agency policies.
• Assist with obtaining, processing, and filing required client documentation and releases.
• Support record retrieval and documentation requests as authorized.

Insurance Verification and Administrative Support

• Conduct insurance verification and eligibility checks to ensure accurate coverage information prior to service delivery.
• Update client demographic and insurance information as needed.
• Assist with prior authorization and payer-related administrative tasks as assigned.
• Collect and document copayments, balances, and other required client financial information in accordance with agency procedures.
• Communicate with insurance companies, referral sources, and external agencies regarding scheduling and administrative matters.

Administrative and Office Operations

• Provide general administrative support including preparing, distributing, and filing reports, correspondence, spreadsheets, presentations, and other business documents.
• Manage calendars, meetings, staff orientations, trainings, and agency events to support providers and leadership.
• Develop and maintain organized filing and record-keeping systems.
• Process incoming and outgoing mail, faxes, emails, and electronic communications.
• Order, inventory, and maintain office supplies and equipment as needed.
• Support overall office flow and daily operations to ensure efficiency, professionalism, and continuity of care.
• Assist leadership with special projects, data collection, reporting, and quality improvement initiatives.

Behavioral Health Support Functions

• Maintain a welcoming, professional, and trauma-informed environment for clients and visitors.
• Demonstrate sensitivity and professionalism when interacting with individuals experiencing mental health and substance use challenges.
• Support client engagement and retention efforts through timely communication and follow-up.
• Maintain knowledge of agency programs, services, referral pathways, and community resources.
• Participate in staff meetings, trainings, and professional development activities.

Additional Responsibilities

• Adhere to all agency policies, procedures, and regulatory requirements.
• Maintain strict confidentiality regarding client, employee, and organizational information.
• Complete additional tasks and responsibilities as assigned by the CEO, Regional Executive Director, Executive Director, or designee.

Required Qualifications

• High School Diploma or GED required.
• Associate degree in Business Administration, Healthcare Administration, Human Services, or related field preferred.
• Minimum of two (2) years of administrative, customer service, or healthcare support experience preferred.
• Experience in behavioral health, healthcare, social services, or outpatient medical settings preferred.
• Experience working with electronic medical records (EMR/EHR) systems preferred.

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Knowledge of HIPAA and healthcare privacy regulations.
• Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Ability to learn and navigate electronic health record systems.
• Strong organizational, multitasking, and time-management skills.
• Ability to work independently and collaboratively within a multidisciplinary team.
• Strong attention to detail and commitment to accuracy.
• Ability to remain calm and professional in a fast-paced environment.
• Reliability

Physical Requirements

• Prolonged periods of sitting, standing, and computer use.
• Ability to communicate effectively in person and by telephone.

Work Environment

This position operates within an outpatient behavioral health setting and requires frequent interaction with clients, families, providers, referral sources, and community partners. The employee must maintain professionalism, empathy, and composure while supporting individuals with mental health and substance use treatment needs.