Client Engagement Coordinator- Remote

Job Description

Job Description

Quadrant Health Group provides effective, evidence-based addiction treatment that leads to long-term recovery. 

We are looking for a Remote Client Engagement Coordinator 

Compensation: $45k- $55k (Based on experience) Full-time

Why Join Quadrant Health Group?

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Paid time off and sick time pay.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment.
• A chance to make a meaningful impact on the lives of our clients

Join our dynamic team at Quadrant Health Group! We are seeking a passionate and dedicated Client Engagement Coordinator to join our growing team in Boca Raton, FL. This is a Remote position.

The Client Engagement Coordinator serves as an initial point of contact for prospective clients. This entry-level position supports both new lead engagement and the organization’s Lead Recovery efforts by quickly connecting with prospective clients, establishing rapport, gathering basic information, and facilitating a warm transfer to the Admissions Call Center.

The primary objective of this role is engagement and connection. The Client Engagement Coordinator is responsible for turning digital inquiries and responses into live conversations and ensuring interested prospective clients reach a trained Admissions Representative as quickly as possible. 

This position does not require prior behavioral health, admissions, or insurance experience. Client Engagement Coordinators are not responsible for determining clinical appropriateness, evaluating insurance coverage, recommending a facility or level of care, or closing an admission. Those responsibilities remain with the Admissions team.

What You'll Do:

Major Tasks, Duties and Responsibilities:

Lead Recovery Engagement 

• Monitor responses generated through automated Lead Recovery text campaigns. 
• Respond promptly to prospective clients who engage with automated outreach. 
• Maintain natural, empathetic, and conversational communication designed to understand the individual’s current situation and renewed interest in treatment. 
• Identify individuals who are interested in reconsidering treatment and facilitate a warm transfer to the Admissions Call Center. 
• Maintain appropriate follow-up with responsive prospects who are not yet ready for an immediate transfer.

New Form Submission Outreach 

• Serve as the first point of contact for prospective clients submitting inquiry forms through the organization’s websites and digital marketing channels. 
• Monitor incoming form submissions and initiate outbound contact as quickly as possible after an inquiry is received. 
• Make outbound calls to prospective clients with the goal of establishing live contact and determining whether they are actively seeking treatment. 
• Build initial rapport and create a welcoming, professional first experience with the organization. 
• Confirm basic information necessary for the Admissions team, including insurance information and whether the individual is seeking treatment related to substance use and/or mental health. 
• Warm transfer engaged and appropriate prospective clients to the Admissions Call Center for further qualification and completion of the admissions process. 
• Make appropriate follow-up attempts when immediate contact is unsuccessful in accordance with established departmental workflows.  

Warm Transfer & Admissions Handoff 

• Recognize when a prospective client is ready for further assistance and connect them with a trained Admissions Representative. 
• Provide the receiving Admissions Representative with relevant information and context gathered during the initial conversation. 
• Create a seamless transition so prospective clients do not feel as though they are starting the conversation over when transferred. 
• Prioritize immediate handoff whenever a prospective client indicates they are ready to discuss treatment or move forward. 

Role Boundaries 

The Client Engagement Coordinator is responsible for initial engagement and information gathering—not admissions qualification or closing. 

This position is not responsible for: 

• Determining whether an insurance policy is financially viable or acceptable. 
• Verifying benefits or interpreting insurance coverage. 
• Determining clinical appropriateness or level of care. 
• Conducting substance use or mental health assessments. 
• Recommending a specific facility or program. 
• Negotiating barriers to admission or completing the admissions process. 
• Providing clinical advice or counseling. 

Questions or conversations requiring this level of knowledge should be transitioned to a trained Admissions Representative. 

Documentation & Queue Management 

• Monitor assigned lead and messaging queues throughout the shift and ensure new inquiries and responses are addressed promptly. 
• Accurately document outreach attempts, conversations, insurance information, and outcomes within designated systems. 
• Properly categorize and disposition leads based on the outcome of each interaction. 
• Maintain organized follow-up for prospects requiring additional outreach. 
• Ensure leads ready for Admissions are transferred promptly rather than remaining unnecessarily within the engagement queue. 

Performance & Communication 

• Communicate with prospective clients using a compassionate, conversational, and non-judgmental approach. 
• Manage a high volume of outbound calls and text-based conversations efficiently. 
• Maintain professionalism and confidentiality when handling sensitive client information. 
• Meet departmental expectations related to speed-to-lead, outbound activity, response time, contact rate, warm transfers, and documentation accuracy. 
• Work closely with the Lead Recovery and Admissions leadership to identify opportunities to improve outreach, messaging, and conversion. 

Role Scope 

The Client Engagement Coordinator serves as the bridge between a prospective client's initial expression of interest and the Admissions team. 

For new inquiries, the Coordinator's job is to turn a form submission into a live conversation. 

For Lead Recovery, the Coordinator's job is to turn a response into renewed engagement. 

In both cases, the ultimate goal is the same: identify interest, gather the basic information Admissions needs, and get an engaged prospective client connected to the Call Center as quickly as possible. 

The Admissions Representative then takes responsibility for qualification, assessment, facility placement, overcoming barriers, and ultimately converting the opportunity into an admission. 

Skills, Knowledge and Qualifications:

• Strong verbal and written communication skills. 
• Comfortable making a high volume of outbound calls. 
• Ability to build rapport quickly by phone and text. 
• Strong organizational skills and ability to manage multiple conversations and leads simultaneously. 
• Comfortable working in a fast-paced, performance-driven environment. 
• Ability to follow established processes and recognize when a conversation should be escalated or transferred. 
• Basic computer proficiency and ability to learn CRM, calling, and messaging platforms. 
• Prior customer service, call center, inside sales, hospitality, or other client-facing experience preferred but not required. 
• Prior behavioral health, substance use treatment, healthcare, admissions, or insurance experience is not required.********

About Quadrant Health Group:

At Quadrant Health Group, we believe in fostering a culture of compassion, innovation, and excellence. We are dedicated to empowering individuals to achieve their optimal health and well-being. Our team is comprised of highly skilled professionals who are passionate about making a difference in the lives of those we serve. Join us and be part of a team that values your contributions and supports your professional growth.

Equal Employment Opportunity & Reasonable Accommodation

We are an Equal Opportunity Employer and are committed to providing equal employment opportunities to all qualified applicants and employees without regard to any characteristic protected by applicable federal, state, or local law.

Reasonable accommodations may be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable law.