Clinical Records & Administrative Support Specialist

Lutheran Counseling and Family Services of Wisconsin (LCFS) is a nonprofit organization dedicated to strengthening individuals and families through compassionate, accessible mental health care and supportive services. With a main office in Wauwatosa and 10 satellite locations throughout Wisconsin, LCFS provides counseling, addiction services, school-based mental health care, and adoption services to people of all ages, backgrounds, and faiths.

Our team of dedicated psychologists, counselors, and social workers is committed to making a meaningful difference in the lives of individuals, families, and communities.

LCFS is seeking a dependable, detail-oriented, and flexible Clinical Records & Administrative Support Specialist to join our team, supporting 19 mental health providers across multiple locations.

This position plays a vital role in supporting the delivery of quality mental health services by helping ensure daily clinical office operations run smoothly and efficiently. The primary activities include providing phone coverage and scheduling appointments, preparing client charts for upcoming appointments, reviewing client financial information in our systems, collecting copayments for virtual appointments, and monitoring Employee Assistance Program (EAP) authorizations.

As part of a small, collaborative team, the successful candidate will be comfortable balancing multiple priorities, maintaining accurate records, and assisting with a variety of administrative and clerical tasks as needed. Flexibility, attention to detail, cross-training, and a willingness to support colleagues are essential to success in this role.

Responsibilities

• Scheduling, Reception, and Administrative Support
• Assist with appointment scheduling, filling open appointment slots, and managing therapist cancellations to support full provider schedules.
• Complete new client intakes as needed.
• Perform general clerical and administrative duties to support daily operations.
• Provide backup telephone coverage when the primary receptionist is unavailable.
• Greet and check in clients when providing front-desk coverage.
• Client Chart Preparation and Financial Review
• Print and review therapist schedules for the following business day; pull, organize, and prepare client charts for upcoming appointments.
• Review client financial information in the system of record, including copayments, deductibles, coinsurance, and outstanding balances.
• Verify that client insurance and payment information is current and appropriately documented.
• Accurately record payment amounts on client charts or designated payment slips.
• Collect client copayments for virtual appointments and assist with payment collection through the system.
• Identify discrepancies in client financial or insurance information and communicate concerns to the appropriate staff member.
• Billing and EAP Authorization Support
• Communicate billing concerns and account issues to the agency's third-party billing company and assist with follow-up as needed.
• Review upcoming Employee Assistance Program (EAP) appointments to verify remaining authorized sessions and track authorization expiration dates.
• Identify clients approaching or reaching their authorized session limits and communicate this information to the appropriate staff.
• Coordinate with the insurance verification employee to obtain additional EAP authorizations when appropriate.
• Assist with transitions from EAP benefits to regular insurance coverage when appropriate.
• Help address EAP authorization and insurance-related account issues and assist with client payment follow-up as assigned.
• Maintain accurate EAP authorization, billing, and payment documentation in the system of record.
• Cross-Training and Team Coverage
• Learn essential administrative functions and provide coverage during planned and unplanned employee absences, including vacations, illnesses, and staffing transitions
• Collaborate with administrative team members to ensure continuity of daily operations.
• Perform other related administrative responsibilities as assigned.

Requirements

• Maintains client confidentiality and follows HIPAA requirements when handling sensitive information.
• Demonstrates professionalism, sound judgment, and a courteous, service-oriented approach when interacting with clients, providers, and colleagues.
• Works cooperatively in a small, team-oriented environment and contributes to shared responsibilities.
• Independently prioritizes daily tasks, manages competing demands, and adapts to changing priorities.
• Manages frequent interruptions while maintaining accuracy and attention to detail.
• Demonstrates initiative, works independently, and recognizes when to seek guidance or assist coworkers.

Preferred Qualifications

• Previous experience in a medical, mental health, healthcare, or other administrative office setting.
• Experience with electronic scheduling systems and electronic health records (EHRs); Tebra experience is a plus.
• Familiarity with health insurance terminology, including copayments, coinsurance, deductibles, and authorizations.
• Strong computer, organizational, and communication skills.
• Ability to multitask and work effectively in a busy office environment.
• Willingness to learn new systems and take on additional administrative responsibilities as needed.