Client Engagement Specialist

PURPOSE:

The Jewish Board's Community Behavioral Health treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.

PROGRAM DESCRIPTION:

The Client Engagement Specialist team is the front office, reception and scheduling team for The Jewish Board Outpatient Clinics and CCBHC programs. The team works closely with callers, referring agencies, and Jewish Board Clinic staff, therapists and psychiatric providers to ensure clients are getting care and services appropriate to their needs. The team is the main point of contact for existing clients and new clients receiving outpatient services at the Jewish Board, so an expertise in customer service is essential. Additionally, the team gathers sensitive information (e.g. PHI) as part of the front office, reception and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified.

POSITION OVERVIEW:

The Client Engagement Specialist is responsible for answering, returning, & screening calls/requests, collecting and scanning documentation and co-pays as required, checking clients in/out as required, scheduling and confirming appointments made to the Jewish Board Main Reception Line (1-855-CLINIC-1) for outpatient Clinic and CCBHC programs and when clients call the clinic directly or visit the clinics in-person. Additionally, they will be responsible for scheduling appointments for existing clients assigned to these programs. The Client Engagement Specialist will ensure communication with clients is documented appropriately in the chart where necessary and/or make the clinic leadership aware of client needs where follow-up is needed by clinically trained program leadership, therapists or psychiatric providers

KEY ESSENTIAL FUNCTIONS:

• Professionally and cordially manage all interactions with clients whether in-person at the clinics or over the phone.
  • Notify appropriate parties of any/all next steps or follow-up needed or of call outcome to ensure all parties informed of service provided to client(s)
  • Document service provided via info note in client chart where appropriate or required.
• Schedule new (e.g. psych eval, med. management, individual psychotherapy, etc...) appointment(s) or follow-up appointment(s). When scheduling appointments, the Client Engagement Specialist will:
  • Confirm provider's recommendations for appointment and appointment format (e.g. telehealth versus in-person).

• Review appointment options in Avatar Scheduler
• Identify client's preferred form of communication (e.g. phone call, email, text....)
• Outreach client to schedule next appointment
• Confirm client's availability and session format (e.g. telehealth v in-person
• Provide client with the Jewish Board's Main Reception Line (1-855-CLINIC-1) number to contact if appointment needs to change.
• Enter data into scheduler
• Send client initial confirmation of next appointment via client's preferred form of communication
• Enter date of reminder sent into scheduler "notes" section
• Send Clinic Office Manager the daily list of daily appointments scheduled at the beginning of each day.

• Manage "virtual" clinic waiting rooms via format used by agency (e.g. zoom, Avatar nx) to:
  • Communicate with clinic staff, therapists and psychiatric providers via Microsoft Teams, email, phone, text, zoom chat, etc... throughout shift to inform of:
    • Appointment cancellations
    • Appointment no shows
    • Client Arrivals
    • Appointment timeliness
    • Emergencies
    • Changes to schedules
    • Client Engagement Specialist Shift Change

• Communicate with Clients to:
  • Check-in for appointment
  • Collect co-pay / documentation
  • Keep them informed and/or answer questions re:
    • Delays in start time
    • Early arrival/actual appointment time
    • Answer non-clinical/medical questions regarding clinic services or Jewish Board Services other than Clinic Services
• As needed, assist with returning voicemails for other virtual clinics and incoming calls
• Check in/check out in-person clients at clinics
• Perform data entry and handle routine office administrative tasks or program errands
• Other duties as assigned.

REQUIREMENTS:

• BA in related healthcare field or minimum two years related work experience preferred
• Ability to work well with others and as part of a team
• Ability to work autonomously as needed in a hybrid (remote and in-person) work setting
• Experience working under pressure in a multi-tasking, fast paced environment
• Ability to communicate effectively and appropriately with clients, potential clients, colleagues, supervisors and other Jewish Board staff.
• Strong attention to detail and organizational skills
• Excellent interpersonal skills
• Significant experience with providing excellent customer service
• Bilingual preferred but not required
• Work Flex schedule with rotation that includes some evening and weekend hours

COMPUTER SKILLS REQUIRED (List the computer skills needed):

• Use of an Electronic Health Record (EHR)
• Computer literacy in:
  • Microsoft Office (Excel, Word, Outlook, PowerPoint)
  • Zoom
  • Microsoft Teams
  • Netsmart/myAvatar
  • Dayforce
  • NFocus
  • Avaya
  • Tableau Dashboards
• Willingness to attend trainings to increase knowledge and learn said databases and programs

VISUAL AND MANUAL DEXTERITY:

• Able to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens.
• Able to input data into the Electronic Health Record.
• Limited applications of manual dexterity and hand-eye coordination.

WORK ENVIRONMENT / PHYSICAL EFFORT

Physical Demands:

• Regularly required to speak clearly and hear the spoken word well.
• Regularly required to physically operate routine office equipment such as telephones, computers, etc.
• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens.

Work Environment:

• Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment.
• Hazards present are consistent with those common to an office, education, rehabilitation or health related environment.

We are an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, veteran status, or any other status protected by applicable federal, state, or local law.