Client Engagement Specialist

PURPOSE:The Jewish Boards 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 resilience of our 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 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 providersKEY ESSENTIAL FUNCTIONS:Professionally and cordially manage all interactions with clients whether in-person at the clinics or over the appropriate parties of any/all next steps or follow-up needed or of call outcome to ensure all parties are informed of service provided to client(s)Document service provided via info note in client chart where appropriate or 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 providers recommendations for appointment and appointment format (e.g. telehealth versus in-person).Review of appointment options in Avatar SchedulerIdentify clients preferred form of communication (e.g. phone call email text.)Outreach client to schedule next appointmentConfirm clients availability and session format (e.g. telehealth v in-personProvide client with the Jewish Boards Main Reception Line (1-855-CLINIC-1) number to contact if appointment needs to data into schedulerSend client initial confirmation of next appointment via clients preferred form of communicationEnter date of reminder sent into scheduler notes sectionSend Clinic Office Manager the daily list of daily appointments scheduled at the beginning of each 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 cancellationsAppointment no showsClient ArrivalsAppointment timelinessEmergenciesChanges to schedulesClient Engagement Specialist Shift ChangeCommunicate with Clients to: Check-in for appointmentCollect co-pay / documentationKeep them informed and/or answer questions re: Delays in start timeEarly arrival/actual appointment timeAnswer non-clinical/medical questions regarding clinic services or Jewish Board Services other than Clinic ServicesAs needed assist with returning voicemails for other virtual clinics and incoming callsCheck in/check out in-person clients at clinicsPerform data entry and handle routine office administrative tasks or program errandsOther duties as :BA in related healthcare field or minimum two years related work experience preferredAbility to work well with others and as part of a teamAbility to work autonomously as needed in a hybrid (remote and in-person) work settingExperience working under pressure in a multi-tasking fast-paced environmentAbility to communicate effectively and appropriately with clients potential clients colleagues supervisors and other Jewish Board attention to detail and organizational skillsExcellent interpersonal skills Significant experience with providing excellent customer serviceBilingual preferred but not requiredWork Flex schedule with rotation that includes some evening and weekend hoursCOMPUTER SKILLS PREFERRED:Use of an Electronic Health Record (EHR) Computer literacy in: Microsoft Office (Excel Word Outlook PowerPoint)ZoomMicrosoft Teams Netsmart/myAvatarDayforceNFocusAvaya Tableau Dashboards Willingness to attend trainings to increase knowledge and learn said databases and programsVISUAL 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 applications of manual dexterity and hand-eye ENVIRONMENT / PHYSICAL EFFORTPhysical Demands:Regularly required to speak clearly and hear the spoken word required to physically operate routine office equipment such as telephones computers 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 Environment:Noise level is consistent with levels usually present in an office education rehabilitation or health related presents are consistent with those common to an office education rehabilitation or health related environment.

Required Experience:

IC