Lead Client Service Specialist

About the Role

The Lead Client Service Specialist (Lead CSS) provides day-to-day leadership and operational oversight for Client Service Specialists assigned to community-based clinic sites. This position serves as the primary resource for CSS staff, ensuring consistent implementation of registration, scheduling, referral management, insurance verification, medical records, enrollment, and customer service processes across community locations. The Lead CSS functions as a working lead, performing CSS duties while providing coaching, training, workflow coordination, quality oversight, and operational support to community site teams.

Responsibilities

• Sets clear expectations, creates a culture of open communication, and helps team members solve complex problems through individual supervision, coaching, and team meetings. Motivates and engages staff while fostering a professional and collaborative work environment.
• Performs all duties and responsibilities of the Client Service Specialist position, including registration, scheduling, insurance verification, referrals, medical records management, and enrollment activities, while modeling exceptional customer service.
• Coordinates and manages day-to-day administrative operations across community site locations to ensure efficient clinic flow, consistent workflows, and timely client access to services.
• Monitors team performance, productivity, morale, and key performance indicators; identifies trends and operational issues and recommends, models, and supports quality improvement initiatives.
• Assists with onboarding, training, mentoring, and ongoing development of Client Service Specialists to ensure consistent practices and adherence to agency standards.
• Serves as the primary escalation point for complex client and staff concerns; responds promptly to questions, concerns, and complaints and assists with de-escalation and resolution efforts.
• Collaborates with the Director of Community Operations and interdisciplinary teams to identify operational challenges, improve workflows, and support departmental and organizational goals.
• Conducts monthly audits of community site administrative functions, including registration, scheduling, referrals, insurance verification, medical records, and data integrity, and provides recommendations for improvement.
• Accurately enters, reviews, tracks, and maintains data within the electronic health record and other systems; generates reports and monitors multiple operational data points to support performance management and decision-making.
• Ensures compliance with agency policies and all applicable federal, state, and regulatory requirements, including HIPAA, HRSA, ADA, OSHA, TJC, and NCQA standards.
• Provides and models customer service excellence marked by culturally competent, client-centered, ethical, respectful, inclusive, and professional interactions with clients, staff, partners, and the broader community.

Requirements

• High school diploma or GED is required.
• Associate’s degree preferred; relevant work experience may be substituted.
• CPR BLS certification required.
• Course completion with accredited program in community health, health education, health care or public health administration, human services, medical practice management systems, or related fields is highly desirable.
• Certified Application Counselor status through the Maryland Health Connection is required.
• Three years of experience as a patient service representative or similar role required; 1-2 years as a lead or supervisor.
• Experience in a FQHC, ambulatory care, or hospital setting; experience in a multi-disciplinary setting preferred.
• Familiarity working with underserved populations preferred.
• Demonstrated experience with health care office technology (e.g., Microsoft Office, FaxCom, and an electronic health record).
• Familiarity with medical, administrative, ethical, and legal requirements of HIPAA and ADA.
• Working knowledge of medical insurance, billing, and coding.
• Knowledge of third-party insurance and accountable/managed care concepts.

Skills

• Communication and relationship-building skills.
• Dependable and calm in challenging situations.
• Ability to travel across community sites for planned and unplanned events.
• Ability to work with clients from diverse backgrounds.
• Bilingual in Spanish and English preferred.

Benefits

• Affordable medical, dental, and vision coverage.
• Generous paid time off.
• Employer-supported retirement.
• Paid parental leave.
• Loan repayment opportunities for eligible roles.

Why Join Us

At Health Care for the Homeless, your work changes lives. Each year, we help thousands of people in Baltimore move toward health, stability, and home. We are a mission-driven team working to end homelessness through racially equitable health care, housing, and advocacy.

• Mission with impact: Be part of a team working every day to end homelessness in Baltimore and beyond.
• People-first culture: Work in a collaborative environment grounded in compassion, authenticity, hope, racial equity, and social justice.
• Room to grow: Access training, professional development, and support that help you strengthen your skills and advance your career.
• Meaningful benefits: Enjoy comprehensive benefits that support your well-being and professional growth.
• Work that matters: Help deliver whole-person care, housing support, and advocacy to people who deserve dignity, respect, and stability.