Client Access Specialist

Mendota Heights, Minnesota

Full Time

Ellie Mental Health is seeking customer service extraordinaire to join our energetic team in a fast-paced environment dedicated to providing clients fast and efficient access to therapy and medication management services. Ellie Mental Health is seeking customer service extraordinaire to join our energetic team in a fast-paced environment dedicated to providing clients fast and efficient access to therapy and medication management services. The Client Access Specialists at Ellie Mental Health acts as the “gate keepers” to the organization, thus playing a critical role in the success of the business and satisfaction of our clients. Ellie’s goal is to get rid of the negative stigma around mental health, and to break down barriers that prevent clients from seeking or receiving the treatment they need. It is the Client Access Specialist’s role to provide an exceptional first impression of Ellie Mental Health at the first point of contact by exhibiting fantastic customer service and ensuring that potential clients are scheduled for appropriate services based on the best fit for their individual needs. While the priority of this role is client access and scheduling, our client access specialists are a full-service contact center and will also answer other incoming calls and make outbound calls to clients. These additional calls may be related to client demographic/insurance updates, intake paperwork, and other general inquiries related to therapy and medication management. In addition, Client Access Specialists will receive and reply to records requests, review paperwork for completion, send telehealth links, manage the Info@ellie mailbox, send and receive faxes, manage wait lists, and may be asked to attend to other administrative duties as assigned.

Responsibilities & Duties

  • Answer up to 50 incoming phone calls per day, as well as make outbound calls and return voicemails in a timely manner
  • Follow up on online referral submissions
  • Manage the general information inbox at Ellie
  • Respond to and work through a ticketing workbench, in which tasks are assigned to the team from other areas of the organization
  • Respond to faxes, release of information requests, and review client intake paperwork
  • Perform follow-up on scheduling and other client questions or concerns
  • Other duties as assigned

Qualifications & Skills

  • Exceptional communication and customer services skills, both written and verbal
  • Dependable - this is a client facing role that requires strong attendance
  • Ability to thrive in a fast-paced environment
  • Go-getter attitude who learns and jumps in quickly
  • Self-starter with the ability to independently problem-solve/troubleshoot issues
  • Strong organizational skills, and attention to detail
  • Team-Player who is passionate about collaborating with their team and other teams within the organization toward a common goal of improving the client experience
  • Passionate about mental health and the client experience
  • Experience working in an Electronic Health Record is a plus
  • Experience working in a Call Center is a plus
  • Experience working in Mental Health or Healthcare is a plus


  • Healthcare, Dental, Vision
  • 401k, Long Term Disability, Short Term Disability and Life Insurance
  • Fast promotional opportunities and career development
  • Full-Time Employees get up to 3 weeks of paid vacation and 8 Paid Holidays
  • Awesome Team Building Activities and Ellie Swag

  • Reports to Client Access Manager

Ellie Family Services, PLLP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran by following applicable federal, state and local laws. Ellie Family Services, PLLP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ellie Family Services, PLLP expressly prohibits any form of unlawful harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Ellie Family Services, PLLP employees to perform their expected job duties is not tolerated. Violation of this policy may lead to progressive coaching up to and including the possibility of termination.