Client Concierge - Bilingual

Client Concierge

Counseling 4 Kids is a resilient community mental health agency driven by our steadfast commitment to quality care and unparalleled dedication to client engagement. At the core of our mission is a profound belief that every child deserves compassionate support and effective treatment. We prioritize our clients above all else, ensuring their needs are met with empathy and expertise.

This is for a contracted employee role, with an expected duration of six (months). At the end of the contracted period of employment, job performance, attendance, attitude and overall interest in the job will be assessed in a performance evaluation to determine if an offer of full-time at will employment will be made, if the contract period will be extended, or if the contract will be ended without further offer of employment.

JOB SUMMARY: The client concierge is responsible for delivering exceptional customer service assistance, engaging new clients during the intake process to increase client participation in treatment, and providing access to additional resources to clients and their families through professional assessment, service planning, and advocacy. The client concierge will address attendance barriers, will support the agency with engagement duties, and will provide support to other departments as needed. The client concierge will provide a high level of customer support that is professional, personal, and sensitive to the needs of clients while adhering to C4K's policies and procedures. The client concierge will effectively establish supportive relationships with clients, staff, and outside entities to garner resources necessary to provide comprehensive services to all clients.

ESSENTIAL FUNCTIONS:

• Uphold the mission and core values of Counseling4Kids.
• Ensure clients and their families receive an excellent customer experience and can navigate their care successfully.
• Review agency consent forms with caregivers and clients and foster informed decision making.
• Reviews agency Attendance Agreement with caregivers and clients assuring the clarity of attendance expectations.
• Review additional adjunct service referrals such as psychiatric, psychological and case management.
• Verify Medi-Cal and assesses client's or family's needs, eligibility for services and assist clients to enroll in benefits (i.e Medi-Cal)
• Meet with caregivers and clients to assign their case and schedule the 1st treatment appointment using appropriate calendars.
• Contact clients/caregivers within 24 hours of 1st missed scheduled appointment to support clients with consistent attendance to appointments.
• Provides referrals for families unable to overcome barriers to consistent treatment attendance to outside resources needed.
• Works with clients, families and appropriate community agencies to coordinate and facilitate services for clients.
• Engages with the client, family and other involved parties and works to build trust, encourage hope, and ensure ongoing engagement in services.
• Perform follow-ups and wellness checks on existing clients and on new referrals.
• Coordinates appointments, transportation with Lyft Concierge, and other services as needed, ensuring a seamless experience for clients
• Maintain knowledge of agency activities, and services, and effectively communicate this information to clients.
• Remains current on community resources and maintains communication with relevant agencies for the purpose of referrals and to offer assistance and education to clients and their families.
• Actively engaging and educating the public at community events
• Work closely with the client's clinical team and client services specialists to assure that the clients' needs/case planning are identified and met.
• Utilizes concurrent documentation to prepare notes and bills for engagement interventions following DMH standards
• Completes documentation in Exym, for monitoring and billing purposes, of direct service with client and/or school staff, under DMH standards and guidelines.
• Completes necessary documentation promptly to support allowable billing of outreach activities.
• Provides support, advocacy, role modeling, parenting skills, and referrals
• Conducts individual and family basic needs assessments.
• Establish and maintain professional and positive relationships with staff, clients, and community providers.
• Develops potential intervention efforts in collaboration with therapists.
• Participation in community outreach and promote services offered by Counseling4Kids to prospects, the community, and other professionals.
• Schedules and participates in meetings with internal staff and representatives from the community with direct interest in service outcomes.
• Engages clients by re-framing problems and focusing on solutions; discussing and supporting progress towards goals
• Educates the client on coping skills, anger management and positive communication skills and cultivates a sense of self-efficacy.
• Participation in community trainings.
• Assures quality of service for clients by enforcing rules, regulations, and compliance requirements.
• Measures and summarizes progress at specified intervals
• Daily review of department, clinician, and/or client calendar to determine when clients will be visiting the office.
• Ensure that clients and/or guardians visiting the office adhere to safety protocol and agency policy
• Provide translation and/or interpretation services when needed.
• Has a billing expectation of a minimum 840 UOS (14 hours) per week
• Other duties as assigned.

Administrative Support Duties:

• Serves as a back-up to Client Services Specialists, assisting with opening/closing/updating cases.
• Maintains professional and technical knowledge by participating in workshops and trainings, specifically on evidence-based programming; reviewing professional publications; establishing personal linkages.
• Assists with data collection and completing projects reports in a timely manner
• Contributes to team effort by consulting with other professionals; accomplishing related results as needed.
• Assist the other departments with administrative support on routine daily tasks and on special projects (i.e. help with letter-writing, copying, faxing, contacting providers and community partners, gathering materials, doing research, creating spread-sheets, tracking data, and creating reports).
• Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
• Provide administrative coverage and support when necessary.
• Other duties as assigned.

Competencies

• Demonstrates exceptional customer service skills to engage & maintain professional relationships with clients & caregivers.
• Ability to work collaboratively in a clinical team to ensure that client & caregiver needs are assessed, documented, and addressed.
• Exhibits thoroughness and attention to detail by ensuring that documentation of completed work duties adhere with agency and DMH requirements.
• Ability to actively listen & communicate in the moment, and engage in effective follow-up communication (via written, verbal, & telephonic communication) to ensure pending items are completed.
• Demonstrates exceptional listening & problem-solving skills when working with clients, caregivers, external partners, and/or agency staff to ensure that essential functions of the role are upheld.
• Ability to quickly gather pertinent information, develop ethical solutions to emerging issues, & effectively adapt to new & unfamiliar issues.
• Demonstrates eagerness to learn, and is comfortable working in an environment that requires flexibility in daily assigned tasks to best ensure that client & caregiver needs are met.

MINIMUM QUALIFICATIONS:

Educational Requirements :

• Bachelors degree in psychology, social work or related field

OR

• One of the following equivalents:
  • AA degree in related field and minimum 2 years relevant work experience
  • 4 years related work experience in a mental health agency

Required Work Experience & Knowledge:

• Knowledge of DMH systems and procedures
• Knowledge of the Integrated System and Medi-Cal billing
• Knowledge of Microsoft Suite (i.e. Outlook, Word, and Excel)
• Knowledge of office equipment (i.e. fax machines and printers)
• Solid written and verbal communication skills
• Ability to be resourceful and proactive when issues arise
• Ability to use make judgement calls as pertaining to the position and know when to consult with supervisor
• Ability to prioritize, plan and use time efficiently
• Demonstrate accuracy and thoroughness and look for ways to improve and promote quality.
• Committed to the overall well-being of the department and the mission and vision of the agency.