JOB DESCRIPTION: Client Liaison

SUPERVISOR’S TITLE: Lead Office Manager

WORK SCHEDULE: Monday through Friday, 11:00 a.m. – 8:00 p.m. or 4:00 p.m. - 8:00 p.m., with flexibility as needed to support clinical operations

SUMMARY OF POSITION RESPONSIBILITIES

The Client Liaison serves as the primary point of coordination and support for clients as they enter, navigate, and engage in treatment services at Lumera Healthcare. This role goes beyond traditional front desk functions and is central to ensuring clients experience a smooth, informed, and supportive transition from first contact through assessment, intake, and initiation of treatment services, including Intensive Outpatient Program (IOP).

The Client Liaison acts as a connector between clients, clinical staff, and administrative systems—ensuring required documentation is completed, regulatory requirements are met, appointments and groups are scheduled accurately, and clients understand next steps in their care. This position plays a critical role in preventing gaps in care, supporting compliance, and promoting engagement and retention in treatment.

ESSENTIAL DUTIES & RESPONSIBILITIES

Client Engagement & Care Coordination

Serve as the first point of in-person contact for clients arriving for assessments, intake, and IOP services.

Greet clients in a professional, trauma-informed, and welcoming manner, ensuring privacy and confidentiality at all times.

Guide clients through the intake and check-in process, explaining expectations, required documentation, and next steps in care.

Act as an ongoing liaison for clients throughout the early stages of treatment, helping them navigate scheduling, paperwork, and program entry.

Ensure clients are successfully handed off to clinical staff, with the defined endpoint being the client seated and prepared for services (e.g., assessment or IOP group).

Intake, Assessment & Documentation Support

Verify client identity, insurance, and required intake documentation upon arrival using the EMR document manager.

Provide intake packets and required assessment tools when documentation is incomplete or missing.

Ensure completion of required assessments based on service type (e.g., SUD or Mental Health assessments).

Identify court-ordered or system-referred clients and obtain appropriate Releases of Information (ROI) (e.g., DCBS, DOC, probation, or other entities).

Scan, upload, and properly index all intake, assessment, and supporting documents into the EMR in accordance with organizational and regulatory standards.

Document client arrival status, delays, barriers, or missing documentation as required.

IOP Enrollment & Scheduling Coordination

Confirm IOP start dates provided by clinicians during assessment or treatment planning.

Add clients to the appropriate IOP patient groups with the correct start date in the EMR.

If an IOP start date is not provided at the time of assessment, ensure group enrollment is completed immediately upon receipt of the start date.

Coordinate scheduling for follow-up services, including treatment planning sessions, mental health assessments, and psychiatric evaluations.

Print and provide clients with clear appointment schedules and next-step instructions.

Serve as a communication bridge between providers and administrative systems to prevent missed or delayed services.

Specimen Collection & UDS Support (As Assigned)

Coordinate urine drug screen (UDS) collection in compliance with organizational policy, OSHA standards, and chain-of-custody requirements.

Prepare UDS materials, ensure proper labeling, and document collection details accurately.

Observe specimen collection when required, ensuring same-sex observation protocols are followed.

Assist in conducting rapid testing procedures, document results, obtain client acknowledgment, and properly dispose of biohazard materials.

Scan and upload UDS results into the EMR and communicate results to the assessing or treating provider.

Administrative & Operational Support

Provide consistent administrative support to clinical staff, ensuring workflows align with SOPs and regulatory requirements.

Maintain accurate front desk, intake, and scheduling records.

Assist with appointment coordination, reminders, and client flow management.

Support compliance with HIPAA, OSHA, payer requirements, and internal policies.

Participate in staff training, onboarding, and process improvement initiatives.

Assist with supervising and supporting non-clinical office staff as assigned.

Customer Service & Problem Resolution

Promote a high standard of customer service and client experience.

Respond to client concerns or barriers to care in a calm, solution-focused manner.

Escalate issues appropriately and communicate effectively with leadership and clinical teams.

Identify workflow challenges and recommend improvements to enhance client engagement and operational efficiency.

CORE COMPETENCIES

Strong interpersonal, communication, and client-engagement skills

Ability to serve as a calm, organized liaison in fast-paced clinical environments

Excellent attention to detail and documentation accuracy

Knowledge of HIPAA, confidentiality, and healthcare compliance standards

Ability to multitask, prioritize, and follow standardized workflows

Commitment to person-centered, trauma-informed, and culturally responsive care

Collaborative mindset with strong problem-solving skills

EDUCATION, TRAINING & QUALIFICATIONS

Preferred:

Bachelor’s degree in Human Services, Psychology, Social Work, Business, Healthcare Administration, or related field

Minimum Consideration:

High School Diploma or GED with relevant experience

Candidates without a bachelor’s degree will be considered based on demonstrated experience in healthcare, behavioral health, or client coordination roles

Experience:

Minimum of 2 years of administrative, client services, or care coordination experience (substance abuse, behavioral health or healthcare setting preferred)

Experience with EMR systems, scheduling software, and document management preferred

CERTIFICATIONS / LICENSURE

None required

CPR/First Aid preferred (required if assigned to specimen collection or direct client support tasks)

PHYSICAL DEMANDS & WORKING CONDITIONS

Regularly required to sit, stand, and walk.

May occasionally lift up to 25 pounds.

Frequent use of computer, telephone, and office equipment.

Ability to interact with clients and staff in a fast-paced office environment.

WORKING CONDITIONS

Work performed primarily in an outpatient office setting.

Direct contact with clients and the public, including individuals experiencing stress, crisis, or behavioral health challenges.

Must maintain strict confidentiality at all times.

May require occasional flexibility to support evening or special events.