Client Services Manager - Float

Overview

Float role - covering North Adams and Pittsfield locations! Weekdays, 1st shift!

The Client Services Manager – Float/Coverage is a cross-trained, multi-site position that provides reliable back-up coverage for Client Services Manager (CSM), Client Support Staff (CSS), and Medical Assistant (MA) functions when vacancies, PTO, call-outs, or high-volume surges create onsite gaps. The primary purpose of this role is to stabilize daily clinic operations across multiple locations, so the Client Services Check-In & Operations Manager is not routinely pulled into frontline coverage.

Like other CSM roles, this position maintains cross-functional working relationships with medical records support staff and partners closely with Division leadership, the Client Services Scheduling HUB, Billing/RCM, Facilities, and IT to keep front-end workflows consistent, compliant, and client-centered across sites. This role supports consistent check-in and registration quality, day-of problem solving, client financial communications, documentation workflow routing, and clinic readiness.

When assigned to MA coverage, the Float/Coverage role performs only those MA tasks that are within training, competency, and required credentialing, following Brien Center policies and clinical leadership direction.

• Provides scheduled and as-needed onsite coverage across Brien Center locations based on the weekly coverage plan and same-day operational needs.
• Fills gaps in CSM/CSS/MA staffing to maintain clinic flow, prevent service disruptions, and reduce cancellations.
• Arrives “ready to run” by maintaining current knowledge of site workflows, clinic layouts, coverage expectations, and escalation paths.
• Coordinates shift handoffs and real-time updates with the Client Services Check-In & Operations Manager, site leadership, and onsite partners.

• Performs and/or oversees accurate check-in and registration workflows, including demographics, insurance verification steps per workflow, consents, and required forms.
• Ensures appropriate scanning/indexing practices are followed so documents are complete, timely, and routed correctly.
• Works collaboratively with medical records support staff to ensure documentation is complete, indexed correctly, and available for care, billing, and audit readiness.
• Identifies registration errors that impact billing/compliance and corrects them promptly or escalates as needed.

• Troubleshoots day-of operational issues such as late arrivals, walk-ins, provider running behind, room flow constraints, and scheduling/coverage bottlenecks.
• Coordinates real-time communication between check-in/front office staff, providers, clinical teams, the Scheduling HUB, and other onsite partners to keep clinics moving.
• Partners with Division leadership to support site-specific flow expectations while maintaining standardized Brien Center check-in practices.

• Provides consistent, policy-based client financial communications at check-in (copays, balances, payment expectations).
• Facilitates appropriate handoffs to Billing/RCM or other designated resources for payment plans, exceptions, or escalated concerns—ensuring consistent messaging and documentation.
• Communicates recurring financial workflow issues to Billing/RCM and the Client Services Check-In & Operations Manager to reduce repeat problems.

• Supports standardized handling and routing of forms, releases of information (ROI), and records request workflows, partnering with medical records support staff and designated teams/queues.
• Ensures documentation is properly collected, indexed, and routed to reduce delays in care, billing, and audit readiness.
• Maintains confidentiality and follows HIPAA/42 CFR Part 2 requirements as applicable; escalates exceptions per policy.

• Ensures daily readiness basics are met when onsite: check-in coverage is stable, schedules are visible to front-end staff, and room/space coordination issues are…