About the role
This is a PRN (as-needed) opportunity—perfect for someone who is passionate about supporting families but needs flexibility. PRN staff are called upon to provide services when there is increased demand, coverage needs, or special events. While hours may vary week to week, you’ll play an important part in ensuring families receive timely and compassionate support when they need it most.
POSITION SUMMARY
The Client Services Specialist ensures that STARRY clients have high-quality “Best-in-Class" care and is essential in meeting contract expectations. This role evaluates client eligibility, supports billable services through in-person intake and service planning, and manages service navigation to ensure families are connected with necessary resources. provides support ensuring operational continuity, audit-readiness, and a seamless client experience during peak periods.
KEY RESPONSIBILITIES
Core Client Access & Intake
- Answer incoming calls for STARRY services daily and maintain accurate documentation in the Electronic Health Records (EHR) call log.
- Use EHR systems to gather necessary demographic information and assess client eligibility for services with a focus on empathy and trauma-informed care.
- Manage intake and enrollment support, ensuring the completion of all state-required documents, including forms and surveys.
- Support billable services by providing in-person assistance with intake assessments, service planning, and coordination sessions.
Service Navigation & Advocacy
- Provide comprehensive service navigation, utilizing strengths-based guidance and advocacy to help families achieve stability.
- Deliver basic needs support and “warm” referrals, connecting families with community resources such as food, housing, utilities, and medical care.
- Conduct follow-ups with clients to ensure that provided resources were appropriate and effective.
- Help non-eligible clients navigate alternative resources to ensure no family is left without a path forward.
Strategic Support & Quality Assurance
- Regional Resource Mapping: Conduct periodic audits of referral partners across STARRY’s 31-county service area to ensure all community leads remain active and accurate.
- Contract Compliance Monitoring: Perform proactive spot-checks of client files to ensure 100% "audit-readiness" in alignment with contract standards.
- Enhanced Feedback Loop: Facilitate client satisfaction surveys and exit interviews to gather data that supports continuous service improvement.
- Waitlist Engagement: Maintain empathetic contact with families on waitlists to provide interim support and ensure they remain engaged with STARRY.
Administrative & Crisis Operations
- Perform end-of-month billing tasks and manage administrative paperwork for providers to ensure timely and accurate documentation.
- Assign and schedule client appointments to maximize provider capacity.
- Assess for client safety and provide de-escalation or crisis support in the office environment.
- Participate in weekly team meetings and in-person meetings as needed.
- Communicate effectively to ensure a successful overall client experience.
QUALIFICATIONS
- Education: Bachelor's Degree preferred.
- Experience: Prior experience in crisis support and administrative assistant roles.
- Communication: Must possess superior written, verbal, and electronic communication skills; ability to represent the STARRY brand professionally to all stakeholders.
- Technical Proficiency: Strong skills in Microsoft Office Suite and experience using web-based databases/EHR.
- Attention to Detail: Demonstrated ability to maintain thorough, accurate, and timely documentation to ensure full compliance with state contract requirements.
- Adaptability: Strong team player willing to support multiple offices in a fast-paced, high-growth environment.
- Travel/Transport: Maintain reliable transportation to assist with various office administrative needs and travel for in-person client support across the service region.
- Compliance: Approved criminal background check and ability to satisfy all state and contract requirements for employment.