Client and Provider Support Coordinator

Description

About Maryland Wellness

At Maryland Wellness, we foster hope, dignity, and growth by providing compassionate behavioral health and wellness services and the skills needed to strengthen lives, relationships, and communities. Our vision is a Maryland where every individual has access to behavioral health and wellness support that empowers them to heal, grow, thrive, and reach their full potential.

Our Berlin and Salisbury offices serve Eastern Shore communities where people have known each other, and often each other's families, for years, and where a familiar, dependable face at the front desk means something. We're looking for a coordinator who's comfortable moving between both offices and can bring that same steady, trustworthy presence to clients and providers at each location. Our team is guided by values of Compassion, Commitment, Respect, Collaboration, Transparency, and Innovation, and we extend those same values inward, fostering a supportive workplace where staff feel valued, resourced, and able to do their best work.

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, across both our Berlin and Salisbury locations. This individual will be the point of contact for continuing services whether in person, on the phone, or through written communication, and must provide quality customer service that aligns with the agency's values and standards of care.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Split time between the Berlin and Salisbury offices as needed to ensure consistent front desk and scheduling coverage at both locations as determined with your Supervisor.
• 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.
• 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).
• 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.
• Perform other duties as assigned.

QUALIFICATIONS:

• 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.
• Reliable transportation and willingness to travel regularly between the Berlin and Salisbury offices.

EXPERIENCE AND EDUCATION:

• Associate or Bachelor's degree in Business/Health Administration or a related field.
• Minimum of 2 years of experience in medical assisting or administration preferred.
• Minimum of 2 years of management/supervision experience preferred.
• Experience in mental health and addictions or a related field preferred.

REQUIRED CERTIFICATION OR LICENSE:

CPR and First Aid Certification

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