Client Experience Coordinator

Job Description

Job Description

Description:

The Client Experience Coordinator is the welcoming face of SCCS, responsible for delivering a warm, concierge-level experience to every client and visitor from the moment they walk through the door. This position focuses exclusively on the in-person client experience: greeting clients, attending to their comfort, collecting co-pays, and gathering consent forms and other required documents, all while maintaining client confidentiality and privacy within the behavioral health setting. This position does not schedule appointments, verify insurance eligibility, or conduct referral follow-up; those functions are handled by the Centralized Call Center, and the Client Experience Coordinator warmly transfers those calls. The Client Experience Coordinator must possess the ability to communicate effectively with clients, staff, community partners and all stakeholders both by phone and in person, and must comply with all guidelines for various contracts, county and state guidelines and legal/ethical standards.

JOB DUTIES & RESPONSIBILITIES:

• Serve as the first point of contact for all clients and visitors, offering a warm, personal greeting and creating a welcoming, concierge-level experience at every visit
• Answer all incoming calls in a professional, friendly manner and warmly transfer referral, scheduling, and eligibility calls to the Centralized Call Center, ensuring a smooth handoff for the caller
• Attend to client comfort in the lobby, offering coffee, water, and other amenities and checking in with clients and families while they wait
• Keep clients informed of wait times, proactively communicate any delays, and notify clinical staff promptly when clients arrive
• Collect co-pays and other point-of-service payments, provide receipts, and reconcile daily collections
• Gather, verify, and scan consent forms, releases of information, and other required documents, assisting clients with completion as needed
• Confirm and update client demographic and contact information at check-in
• Maintain a clean, comfortable, and welcoming lobby and reception area, and oversee office supplies, equipment, room schedules, and petty cash
• Maintain HIPAA compliant documentation and files
• Conduct and assist with audits as necessary
• Coordinate with program directors in the completion of record requests
• Complete additional tasks as directed or assigned

GENERAL REQUIREMENTS:

Education/Experience

• 1 year of customer service, hospitality, or front office reception experience.
• High School Diploma or equivalent.
• Bilingual preferred.
• Experience with Electronic Health Record preferred

Licensure, Registration, Certification

• Valid CA driver’s license and proof of automobile insurance.
• Completion of CPR/First Aid/ProACT certification within the first thirty (30) days of employment.

JOB SPECIFIC COMPETENCIES

Job Knowledge and Skill Application

• Demonstrates a thorough understanding of knowledge specific to practices and concepts associated with job function. Seeks out and effectively utilizes available resources when completing work assignments. Works within available guidelines, approaches and policies but can adapt methods depending on the outcome desired.

PHYSICAL REQUIREMENTS:

• Ability to drive a motor vehicle without restrictions. The position requires about 5-10% of travel time per week.
• Senses of vision, hearing and smell sufficient to regularly operate a motor vehicle, to visualize threats in the environment or risks to clients, and to operate safely in the field.
• Required to occasionally lift and carry 10-20 pounds.
• Regularly required to sit, stand, climb stairs (1 or more flights).
• Regularly required to sit and use computer in office settings.

EOE, INCLUDING DISABILITY/VETS

We are an equal opportunity employer and consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, medical condition, genetic information, marital status, veteran status, or any other protected characteristic under California law.

Management reserves the right to add, change, delete or rescind duties or responsibilities of positions within the job classification at any time.