Client Services Representative

Job description

Develop a Rewarding and Meaningful Career with Justine Sherman & Associates’ Award-Winning team!

Justine Sherman & Associates is a clinician owned, Southern California based company with three speech-language pathology clinics in Monrovia, Camarillo, Claremont. We have had the honor of being named the “Best Speech Clinic in Pasadena” for 9 years (and counting), and there’s a reason for that! We value personal and professional growth, pride ourselves in promoting from within, and offer a well-developed, intentional mentorship program and Professional Development Plan (PDP) for each of our team members, creating a career filled with fulfillment and satisfaction.

Justine Sherman & Associates is seeking a full-time client-focused Client Services Representative to join our team of Operations superstars!

Client Service Representative 

Role Summary

Responsible for ensuring smooth daily clinic operations through timely completion of front-end administrative, financial, and scheduling tasks. This role supports patient access, revenue cycle accuracy, and internal team workflows by completing structured opening, mid-day, and closing responsibilities. Primary and Secondary Support Team members collaborate to ensure coverage, accuracy, and continuity of service across locations and service lines.

Responsibilities and Duties

• The Customer Service Representative is responsible for completing daily operational tasks in alignment with the Daily CSR Checklist in an accurate and timely manner including opening responsibilities, prioritizing CSR tasks throughout the day, and completing closing duties to ensure accurate handoffs and end-of-day reconciliation. 
• Provide excellent customer service and effective coordination to clients, internal and external professional partners, and referral sources.
• The CSR serves as the primary point of contact for inbound and outbound phone calls, leading voicemail monitoring and patient communication in a timely, professional, and patient-centered manner.
• The role includes assisting with high volume scheduling and patient inquiries, providing clear information regarding appointments, authorizations, and next steps, and supporting scheduling efficiency through daily reviews, schedule assistance, and audits.
• Processing new and ongoing insurance authorizations, monitoring expiring authorizations, ensuring accurate charge slips and copay logs across all service lines
• Completing required operations/system reports and projections, supporting payroll compliance, and collaborating with Primary and Secondary Support Team members while adhering to organizational policies.
• Maintain HIPAA compliance standards.
• Demonstrate the ability to quickly learn and master technical applications with speed and accuracy.
• Flexibility to pivot between responsibilities that require a high-level customer service and detail-oriented activities.
• Meet established productivity, organizational, and quality standards in-line with company mission and directives.
• Manage client transactions and provide invoicing support 
• Utilize productivity software such as MS Outlook, Office, and SharePoint in real-time to facilitate quick and accurate processing of daily activities
• Respond to all incoming communication via phone, fax, email, PM/EHR System.
• Utilize critical thinking and problem-solving skills effectively in a collaborative manner.
• Coordinate and complete administrative tasks and operational directives with excellent verbal and written communication skills.
• Function as a model for organizational core values for internal and external stakeholders.
• Follow and respond effectively to feedback, guidance, and supervision.

Qualifications and Skills

• Demonstrates strong time management and prioritization skills, with the ability to follow a structured daily checklist, meet time-based deadlines, and balance urgent patient needs with scheduled administrative tasks. 
• Robust experience in a high-volume customer service environment (phone communication and face-to-face).
• The role requires a high level of attention to detail to ensure accuracy in authorizations, charge slips, copay logs, and reporting, with consistent follow-through to prevent errors that could impact billing or patient care
• In depth understanding of administrative workflows in an operational environment; medical admin experience preferred.
• Effective communication skills are essential, including clear, professional, and empathetic interactions with patients and internal teams, as well as proactive updates when tasks are delayed or require escalation. 
• Accountability for assigned responsibilities, completes tasks independently, and uses checklists and handoffs to ensure nothing is missed.
• Strong collaboration and flexibility to support teammates across Primary and Secondary support roles.
• Mastery of computer skills within Windows OS environment and MS Office productivity software. 
• Comfort navigating and adhering to scheduling/practice management platforms, authorizations, and reporting systems.
• High level of problem-solving ability to identify issues early in a solution-oriented manner and adapt to daily operational changes while maintaining service standards.
• Exceptional aptitude for business writing and professional correspondence.
• Fluency in Spanish desired
• Valid CA Driver’s License and Proof of Insurance

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off & Paid Holidays
• Paid training
• Vision insurance
• Professional Advancement Opportunities

Job Type: 

• Full-time

Schedule:

• Monday to Friday

Education:

• Associates (Preferred)

Experience:

• Medical scheduling: 2 years (Preferred)
• Microsoft Office: 2 years (Preferred)
• Customer Service: 2 years (Required)

Application Question(s):

• Applicant should be fully vaccinated and boosted against COVID-19 (CA healthcare worker mandate).

Language:

• Spanish (Preferred)