Client Care Advocate

About the role

Heartspring is seeking a compassionate and organized Client Care Advocate to serve as a trusted partner for children, families, referral sources, and providers throughout the client journey. This role combines patient care coordination, client services, referral coordination, appointment scheduling, intake, medical records management, and healthcare customer service to create an exceptional experience for every family we serve. If you enjoy helping people, solving problems, coordinating care, and building meaningful relationships, we'd love to meet you. Whether you're supporting a family's first call, coordinating appointments, managing referrals, or helping remove barriers to care, you'll play a vital role in ensuring every client receives timely, compassionate, and seamless support.

Responsibilities

• Serve as the primary point of contact for children, families, referral sources, and providers throughout the client journey
• Build trusted relationships through proactive communication, education, and ongoing support
• Coordinate client intake, referrals, waitlists, and service access to help families navigate available programs and services
• Schedule appointments, manage schedule changes, reduce cancellations, fill open appointment times, and support provider productivity
• Maintain accurate client records, documentation, and EMR workflows to ensure quality care, compliance, and operational excellence
• Support front desk operations by welcoming clients, coordinating check-in and check-out, and creating a positive clinic experience
• Collaborate closely with clinical, operational, and revenue cycle teams to ensure seamless communication and continuity of care
• Proactively identify and remove barriers that may delay services or negatively impact the client experience
• Maintain confidentiality while ensuring compliance with HIPAA, FERPA, and organizational policies
• Contribute to service growth, client retention, and continuous improvement initiatives that enhance access to care

Requirements

Location: Wichita, KS

Department: Outpatient Services

Schedule: Monday-Friday 8a-6p, onsite

• 1-3 years of healthcare administration experience required
• Experience in a medical office, specialty practice, outpatient clinic, or hospital managing patient scheduling, provider calendars, referrals, patient communication, medical records, and care coordination in a fast-paced healthcare environment
• High school diploma required; Associate degree in Healthcare Administration, Business, or related field preferred
• One year of experience in customer service, healthcare administration, scheduling, client services, records management, or a related field preferred (Client Care Advocate I)
• 3 years of progressively responsible experience in healthcare administration, client services, intake coordination, scheduling, referral management, or related healthcare operations; independently managing complex scheduling, referrals, waitlists, and client concerns; advanced proficiency with EMR/EHR systems, workflow management, and administrative processes; proven ability to identify barriers to care, resolve problems, and strengthen client engagement and retention (Client Care Advocate II)
• 5 years of progressively responsible experience in healthcare administration, client services, scheduling, referral management, records management, or related operations; demonstrated expertise in client access, scheduling, referrals, and clinic workflows; experience training, coaching, or mentoring team members; ability to coordinate daily workflow, support team coverage, monitor quality standards, and serve as a resource for escalated client concerns; demonstrated success supporting departmental goals related to access to care, client satisfaction, operational efficiency, and service utilization (Client Care Advocate Lead)

Qualifications

• Exceptional customer service skills with a genuine passion for helping children and families
• Ability to build trusting relationships with clients, referral partners, providers, and internal teams
• Strong organizational skills with the ability to manage multiple priorities while maintaining exceptional attention to detail
• Experience coordinating appointments, referrals, scheduling, or client services in a healthcare or service-focused environment
• Proactive, solution-oriented mindset with the ability to identify barriers and keep clients moving through the care journey
• Excellent verbal and written communication skills, both in person and over the phone
• Experience using electronic medical record (EMR/EHR) systems and Microsoft Office applications
• Strong problem-solving and analytical skills
• Ability to work independently while collaborating effectively across multiple departments
• Commitment to protecting confidential information and delivering an exceptional client experience

Benefits

• Medical, dental, and vision insurance
• 5 weeks of Paid Time Off (PTO)
• 10 Paid holidays
• 40