About Upstate Counseling
Upstate Counseling is a growing behavioral health practice committed to making mental healthcare more accessible while creating a supportive and sustainable workplace for clinicians.
Our operations team plays an essential role in connecting clients with care and building the systems that support our continued growth. We are seeking a detail-oriented, proactive, and organized professional who combines strong administrative skills with an interest in technology, systems, and continuous improvement.
Position Overview The Client Onboarding & Operations Specialist manages the administrative process of helping new clients get started with therapy. This includes responding to inquiries, coordinating appointments, verifying insurance benefits, following up on outstanding requirements, and maintaining accurate records.
Beyond day-to-day administrative responsibilities, we are looking for someone who takes ownership of their work, identifies opportunities to improve processes, and enjoys learning new technology.
As the practice grows, this role may expand to include operational projects, workflow automation, systems implementation, reporting, and broader business operations responsibilities.
This position offers an opportunity to build a strong foundation in business operations while developing skills that may support future growth into project coordination, systems improvement, or other operational roles.
Key Responsibilities
Client Intake & Onboarding
Respond promptly and professionally to prospective client inquiries.
Guide clients through the administrative steps required to begin therapy.
Coordinate initial appointments based on client needs and clinician availability.
Follow up on incomplete paperwork, outstanding questions, and pending tasks.
Maintain clear and consistent communication with clients throughout the onboarding process.
Identify and resolve routine barriers that prevent clients from getting scheduled.
Insurance Verification
Verify insurance eligibility and behavioral health benefits through payer portals and approved resources.
Accurately document verification results in the practice management system.
Identify coverage discrepancies and escalate complex issues appropriately.
Communicate relevant insurance benefits information to clients according to established procedures.
Ensure insurance verification is completed within required timelines.
Scheduling & Coordination
Coordinate appointments between clients and clinicians.
Maintain accurate scheduling information and client records.
Monitor outstanding scheduling requests and ensure timely follow-up.
Communicate scheduling changes and relevant updates to clients and internal team members.
Identify recurring scheduling issues and opportunities to prevent delays.
Operational Ownership & Quality
Maintain accurate, complete, and timely records.
Track onboarding cases and ensure outstanding tasks are completed.
Follow established procedures and quality standards.
Identify recurring errors and recommend practical solutions to prevent them.
Develop and maintain checklists, standard operating procedures (SOPs), and reference materials.
Take ownership of problems and work toward solutions rather than waiting for others to identify or resolve them.
Technology & Process Improvement
Learn and effectively use the practice's software, online systems, and operational tools.
Identify opportunities to make workflows faster, simpler, and more reliable.
Help document, standardize, and improve administrative processes.
Recommend improvements to software utilization, reporting, and task management.
Explore appropriate opportunities for automation and reducing repetitive work.
Contribute to operational projects as proficiency in core responsibilities develops.
Confidentiality & Compliance
Follow applicable HIPAA requirements, privacy policies, and internal procedures.
Protect confidential client and business information.
Use approved systems and communication channels when handling sensitive information.
Promptly escalate potential privacy, security, or compliance concerns.
Qualifications
Required:
At least two years of relevant experience in healthcare administration, patient intake, scheduling, customer support, or a comparable role.
Strong attention to detail and organizational skills.
Excellent written and verbal communication skills.
Ability to manage multiple tasks, prioritize responsibilities, and follow through without constant reminders.
Ability to work independently and effectively in a remote environment.
Proficiency with web-based software and willingness to learn new systems.
Sound judgment when handling confidential information.
Demonstrated reliability, accountability, and problem-solving skills.
Preferred:
Experience in behavioral health or outpatient healthcare.
Familiarity with insurance eligibility and benefits verification.
Experience with electronic health records (EHRs) or practice management systems, particularly SimplePractice.
Strong skills in spreadsheets, documentation, workflow tools, or automation.
Experience improving administrative processes or documenting SOPs.
Interest in project coordination, business operations, or technology-enabled process improvement.
What Success Looks Like
First 30 Days
Completes training and learns the core systems and workflows.
Demonstrates attention to detail and reliable communication.
Understands onboarding procedures and documentation requirements.
By 60 Days
Manages routine onboarding cases with increasing independence.
Meets established expectations for accuracy, turnaround time, and follow-through.
Resolves routine issues appropriately and escalates exceptions when necessary.
By 90 Days
Reliably manages the core client onboarding workflow.
Meets agreed-upon performance standards.
Identifies at least one meaningful opportunity to improve a workflow or reduce recurring errors.
Ongoing Expectations
Maintains reliable, accurate, and timely onboarding operations.
Communicates proactively and takes ownership of outstanding tasks.
Contributes practical ideas for improving systems and processes.
Demonstrates increasing independence, accountability, and operational judgment.
Working Style & Growth Opportunities
We are looking for someone who takes pride in doing excellent work, enjoys learning new technology, and wants to understand how a business operates.
The role begins with hands-on client onboarding and administrative coordination. As the employee develops proficiency in core responsibilities, opportunities may arise to contribute to process improvement projects, systems optimization, workflow automation, reporting, and project coordination.
Potential longer-term career paths include Senior Operations Specialist, Project Coordinator, or broader operations roles, depending on demonstrated performance and organizational needs.
Advancement is not guaranteed and will depend on business requirements and the employee's capabilities.
Compensation & Benefits The anticipated salary range is $52,000–$62,000 per year, depending on experience and qualifications.
Benefits and other employment terms will be communicated during the hiring process.
Equal Opportunity
Upstate Counseling is committed to providing equal employment opportunities and maintaining a respectful, professional workplace.
Pay: $52,000.00 - $62,000.00 per year
Application Question(s)
How many years of healthcare administration, patient intake,
scheduling, customer support, or a comparable role do you have?
What web-based software are you familiar with?
How soon can you start?
Experience:
healthcare admin, intake, scheduling, or customer support: 2 years (Required)
Work Location: Remote