Client and Provider Support Coordinator

Description

About Maryland Wellness

At our Upper Marlboro and Waldorf locations, we are committed to serving families who want to be known by the people who care for them, and who should never have to repeat themselves or get bounced around to be seen. We are looking for a Client and Provider Support Coordinator who treats the front desk as the first step of care, gets it right the first time, and brings the same steady, welcoming presence to both offices.

Summary of Position

The Client & Provider Support Coordinator is responsible for welcoming visitors and checking-in clients, coordinating client and therapist schedules, assisting with file management and office organization, and contributing to a positive office environment for all. This individual will be the point of contact for continuing services whether in person, on the phone, or through written communication; thus, must provide quality customer service that aligns with the agency's values and standards of care.

Requirements

Key Responsibilities

Administrative & Office Support

• Answer phones, resolve caller needs, or direct callers to the appropriate party.
• Respond to voicemails, emails, text messages, and other forms of communication in a timely, professional manner.
• Greet clients and visitors to Maryland Wellness and address all immediate needs.
• Assist with office opening and closure to ensure timely availability for clients and visitors.
• Foster a welcoming and supportive environment for clients visiting the office.
• Serve as the primary liaison for client service questions (billing basics, portal access, program information) and escalate complex needs appropriately.
• Manage medical record compliance requests.
• Coordinate with external service providers, including labs, pharmacies, and other entities to reduce barriers for clients.
• Perform other duties as assigned.

Client and Provider Support

• Manage all aspects of scheduling, including new appointments, reschedules, and cancellations, ensuring efficient use of provider calendars.
• Review provider schedules daily for reminders, updates, or adjustments.
• Maintain provider availability and scheduling updates in the EHR (vacations, leaves, schedule changes).
• Ensure timely scheduling for clients following referrals, assessments, or program transfers.
• Maintain transition caseload lists and coordinate with clinicians when clients are reassigned due to provider changes.
• Assist clinicians in managing caseload transitions to ensure smooth handoffs and minimal service disruption.
• Proactively conduct outreach to clients who have missed appointments or disengaged from services (via phone, text, or email).
• Track and document all re-engagement attempts in the EHR, escalating unresolved cases to leadership for review.
• Guide clinical teams on next steps for client care (e.g., reassignments, scheduling needs, discharge processes).
• Provide updates on client status and scheduling gaps during team huddles or case reviews.
• Manage clinical discharges in accordance with policy and documentation requirements.
• Manage client and provider support projects as assigned by leadership (e.g., problem-solving court paperwork, Incident-To monitoring, etc.).

Documentation & Compliance

• Maintain accurate and organized records of client interactions and data in compliance with regulatory standards.
• Log all communication and attempted communication in the EHR system.
• Support compliance by ensuring records, schedules, and client updates are accurate, complete, and timely.

Qualifications

• Associate or Bachelor's degree in Business/Health Administration or related field.
• Preferred minimum 2 years of experience in medical assisting or administration.
• Preferred minimum 2 years of management/supervision experience.
• Experience in mental health and addictions or a related field preferred.
• CPR and First Aid Certification required.

Skills and Abilities

• Strong organizational and leadership skills.
• Excellent written and verbal communication abilities.
• Interpersonal skills to effectively build relationships with diverse individuals.
• Ability to handle a fast-paced environment and prioritize tasks.
• Proficient in using computers and technology for data management.

What We Offer

• Generous Paid Time Off: 120 hours of PTO annually, plus 9 paid holidays each year
• Comprehensive Medical Coverage: ICHRA plan with employer reimbursement, giving you flexibility in choosing the coverage that fits you
• Life Insurance: Automatic enrollment into MDW's Term Life Insurance Plan at no cost to you
• 401(k) Retirement Plan: Eligible the first of the month following 30 days of employment, with a discretionary company match available after one year of service
• Employee Assistance Program (EAP): Free, confidential support available to you and your household for the professional and personal challenges that come up in life
• Annual Incentive Plan: Eligible employees have the opportunity to earn additional incentive compensation on top of base salary
• In office training and structured onboarding, including a supported 90 day introductory period as you settle into the role
• Ongoing professional development and growth opportunities
• A collaborative, mission driven team environment, where staff are valued, resourced, and set up to do their best work