PTC Program Support Specialist

GENERAL DESCRIPTION OF POSITION

The Pediatric Therapy Clinic Support Specialist plays a key role in creating a positive and welcoming first impression for families, patients, and community partners. This position supports patient access functions across the Pediatric Therapy Clinic (PTC) by greeting guests warmly, responding to inquiries with care and accuracy, scheduling appointments and ensuring families are guided to the right resources quickly and effectively.

This position provides essential administrative, scheduling, and operational support to the Pediatric Therapy Clinic (PTC) team and clinic leadership. Core responsibilities include managing inquiries, processing referrals, supporting enrollment, verifying insurance benefits, coordinating therapy schedules, assisting with payments, and maintaining accurate documentation. The Specialist helps ensure smooth clinic operations, supports safety and organization in shared spaces, and serves as a reliable communication link between the clinic and families.

The Pediatric Therapy Clinic Support Specialist exemplifies Brighton Center's commitment to exceptional service, professionalism, and family centered care by delivering exceptional customer support, maintaining smooth operational workflows, and supporting staff and families with clarity, accuracy, and compassion.

ESSENTIAL FUNCTIONS

This position requires face to face interactions with staff, board, vendors, and the general public on a daily basis to accomplish all essential functions of the position. 

• Program Support Responsibilities (55%)

  o Inquiries and Enrollment: Serve as the first point of contact for families by creating a warm, welcoming experience. Manage all inquiries within twenty four hours, gather essential information, and guide families through the enrollment and intake process. Create user profiles, prepare and process paperwork, and ensure families understand next steps of becoming a patient of PTC. Support a smooth onboarding experience through clear communication, consistent follow through, and high quality customer service.

  o Clinical and Program Support: Provide direct support to the Pediatric Therapy Clinic, Maintain clean and organized work areas, ensure proper supply readiness, and support program documentation needs. Process record requests, therapy referral forms, and complete DAYC scanning and filing within the electronic medical record system. Manage all aspects of patient scheduling across program, applying strong high volume clinic scheduling knowledge and therapy clinic experience. Optimize therapist schedules to support evaluations, treatment delivery, documentation time, and patient needs. Review and verify patient insurance benefits, determine eligibility, and communicate benefit changes with accuracy and clarity. Utilize systems such as Availity and In Network Smart Products to complete eligibility checks and authorization tasks. Assist with authorization requirements as needed to support timely care. Accompany clients between the lobby and therapy spaces, ensuring a calm and reassuring experience. Provide cross coverage and serve as backup to the Impact Specialist for overall operational needs.

  o Teamwork and Collaboration: Participate actively in collaborative weekly team meetings and support the flow of information between programs. Work effectively with colleagues by sharing updates, anticipating needs, and contributing insight that improves processes and family experience.

• Administrative Excellence (40%)

  o Exceptional Customer Service: Deliver outstanding service to families and guests through clear communication, empathy, and professionalism. Respond to in person and phone inquiries, determine eligibility, provide program information, and connect families to appropriate resources. Log inquiries, complete follow up communication, prepare meeting materials and minutes, and maintain organized documentation to support program operations. Utilize bilingual skills to ensure families receive accessible and equitable communication.

  o Front Desk Management: Maintain a welcoming, organized, and professional environment across the front desk, lobby, board room, and lobby restrooms. Conduct daily walk throughs, identify necessary maintenance needs, and submit requests promptly. Ensure safety procedures are consistently followed and communicated. Support a first impression that reflects Brighton's values and commitment to high quality service.

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