Client Services Liaison

Job Description

Job Description

Are you a purpose driven and looking to make a difference in Memphis? Friends For All is looking to add to our team!

Why Friends For All:

For more than three decades, Friends For All (formerly Friends For Life) has been preventing the spread of HIV and helping those affected by HIV/AIDS live well. Our holistic, client-centered approach provides a variety of services coordinated through one centralized model. We strive to address the roots of need—including stigma and inequality—to improve health and wellness for everyone we serve. Our goal is to eliminate new transmissions of HIV in Memphis and the Mid-South and empower those living with HIV to become their healthiest, happiest selves .

What is in it for you:

• A commitment to work-life balance with: (up to 38 Days Off)
  • 12 accrued vacation days per year
  • 12 accrued sick days per year
  • 14 paid holidays, including Your Birthday!
  • Flex Schedule may be available based on position after introductory period
• Employer-sponsored health, dental, and vision insurance with two PPO medical and Dental plans. Costs for employee per pay period (bi-weekly).

• BCBS PPO Plans
  • PPO Gold premium = $86.56
  • PPO Platinum premium = $214.62
• Dental Plans
  • PPO Low = $1.14
  • PPO High = $5.81
• Vision premium = $1.41

• 401k program with up to 3% employer match starting immediately
• Employer-paid basic life insurance valued at $50,000
• Employer-paid Short-term disability
• Voluntary Life and AD&D, Long-term disability
• Flexible Spending Accounts for healthcare and dependent care
• Student Loan Forgiveness Programs
• Employee Assistance Program with in-person counseling options

To Learn More about Working at FFA: Go to

Compensation:

Friends For All believes in compensating our employees fairly and we look at both internal and external salary analysis. The range listed is an estimate as it looks at the total compensation package as well as factors such as skill sets, training, education and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range as this gives the employee a chance to grow into the role.

Client Services Liaison Job Description

JOB TITLE:

Client Services Liaison

EXEMPT (Salaried) or NON-EXEMPT(Hourly):

Non-Exempt

DEPARTMENT:

Client Engagement

STATUS:

Full-Time

REPORTS TO:

Client Engagement Manager

REGULAR HOURS:

M-Th 8:30 am – 5:00 pm, Fri 8:30 am – 4:00 pm

JD REVISION DATE:

July 30, 2026

SUMMARY:

The Client Services Liaison serves as the first point of contact for clients and visitors, providing professional, courteous service while maintaining a clean, organized, and secure environment. This role is responsible for client check-in, data entry, accurate recordkeeping across multiple systems (e.g., Athena, CAREWare, Phreesia), and ensuring updated resource materials and registration information. The specialist collaborates with internal departments to support holistic client care, assists with data projects tied to grant requirements, and upholds the organization’s high standards of customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Greeting clients, guests, and visitors; determine their purpose for the visit and direct them to the appropriate location.
• Answer incoming calls in a professional and courteous manner, accurately transfer calls to the appropriate staff or department, and take clear, detailed messages when staff are unavailable. Ensure timely follow-up and maintain a high standard of customer service in all phone interactions.
• Maintain an organized and clean work area/environment.
• Make sure the lobby resource materials are updated with information pertaining to events, services provided at Friends For All and community partners.
• Provide accurate and up-to-date organizational information for programs when responding to inquiries and ensure clear communication with clients, visitors, and internal staff.
• Communicate to clients program eligibility requirements, processes, and needed documentation.
• Identify clients that are restricted or suspended from the organization and promptly report them to the appropriate personnel to ensure a secure and compliant environment.
• Input daily client check-in information into applicable systems.
• Complete data entry projects as assigned to assist with grant requirements.
• Collect and upload PHI into all applicable systems.
• Ensure new Ryan White cards are scanned into the client’s chart.
• Register new clients in the appropriate electronic medical records system (EMR).
• Ensure client registration information is updated annually.
• Complete proper, accurate, and timely documentation of services in writing and in Athena, CAREWare, Evaluation Web, Phreesia, and any other database, as required.
• Manage a centralized log of clients who have been restricted or suspended, ensuring it is always current.
• Managing all incoming and outgoing agency mail, including sorting, distributing, and ensuring timely delivery to the appropriate departments or staff members. Maintains an organized mail system, promptly notifies staff of received items, and ensures outgoing mail is prepared and dispatched according to agency procedures.

Customer Service Responsibilities:

• Provide direct, courteous, professional, and timely assistance to staff, clients, and community partners via phone, email, chat, or in person.
• Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
• Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
• Use critical thinking and creativity to find effective solutions to data management issues.
• Collaborate closely with other departments—such as Medical Case Management, Behavioral Health, Dietetics, Housing, Clinical Services, and Linkage & Retention—to address client needs from a holistic approach.
• Assist in training new team members and share the best practices for all assigned data systems.
• Meet or exceed the Friends Way approach to customer service for both internal and external encounters.
• Proactively identify areas for improvement in client data collection and system distribution processes and suggest actionable solutions.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Crosstrain on the REC duties.
• Regular and predictable punctuality and attendance is required
• Return all calls, emails and text in a timely manner.
• Participate in weekly or biweekly coaching sessions with supervisor
• Complete Performance Reviews and SMART GOALS
• Participate in All Staff Meetings, In-Service Days and Mandatory Trainings
• May need to travel in personal vehicle to meet staff, clients, or community partners at FFA locations or at other locations to meet the needs of the position.
• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

N/A

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or equivalent required.
• Available to work Monday–Thursday, 8:30 a.m. – 5:00 p.m. and Friday, 8:30 a.m. – 4:00 p.m. at our main office location. This position is fully onsite; a hybrid schedule is not available due to the responsibilities of the role.
• A minimum of 2–3 years of experience in a medical office or healthcare setting is required.
• Previous medical receptionist or front desk experience is strongly preferred.
• Experience working with Electronic Medical Record (EMR) systems is required. Experience with systems such as Athena, Phreesia, or other comparable EMR platforms is preferred.
• Fluency in Spanish is a plus.
• Strong customer service and reception skills with the ability to create a welcoming and professional experience for patients, visitors, and staff.
• Excellent verbal and written communication skills.
• Ability to follow verbal and written instructions.
• Strong strategic and critical thinking skills; self-starter who is goal-oriented and takes initiative.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work with purpose, urgency, accuracy, and attention to detail in a fast-paced, deadline-driven environment.
• Excellent organizational, multitasking, and time management skills.
• Strong computer skills with the ability to efficiently navigate the internet and accurately enter data into applicable systems.
• Proficiency with Microsoft Office 365, including Outlook, SharePoint, Microsoft Teams, and Adobe Acrobat/Adobe Reader; experience using Zoom is required.
• Ability to work effectively with a diverse client population.
• Strong relationship-building skills with clients, visitors, community partners, and internal team members.
• Ability to maintain confidential information and adhere to all Friends For All policies and procedures regarding the handling and sharing of financial information and Protected Health Information (PHI).
• Knowledge of HIPAA guidelines and a commitment to maintaining patient confidentiality.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must have a valid State Driver’s License, always provide proof of automobile insurance coverage to employer and have an automobile to be used daily.

WORK ENVIRONMENT:

We are a mission driven organization made up of people committed to cultivating growth and learning. We believe in providing care for all our clients while providing a welcoming, balanced environment for all our employees. By joining our team, you are joining a group of community-focused professionals who connect people with care.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be sensitive to the culturally and racially diverse nature of clients, patients, employees, and visitors.
• Must be able to interact with everyone in a friendly, helpful manner.
• Embodies FFA Values:
• Equity and Acceptance
• Trailblazing, Creative and Fearless
• Joy and Fun
• Collaboration and Teamwork
• Service
• Awareness

ADA SPECIFICATIONS :

Physical and cognitive demands that must be met to successfully complete the essential

functions of the job. Reasonable accommodation may be made to enable individuals’ disabilities to perform the essential functions unless the accommodation imposes an undue hardship on the organization.

• Requires ability to speak audibly and listen actively.
• Requires the ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic local travel.

OSHA CATEGORY:

This position performs tasks that may involve exposure to blood, body fluids, or tissues. Training will be provided per Standard Operating Procedure for your area of operation. All FFA employees are offered the opportunity to receive the Hepatitis B vaccination series.

COMMENTS:

This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Friends For All is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.