Client Care Coordinator

Job Description

Job Description

Client Care Coordinator

Be the first voice people hear when they're looking for help- and the reason they feel confident taking the next step.

At Serenium, we believe exceptional client experiences start long before the first appointment. They begin with a conversation.

We're looking for a high-performing Client Care Coordinator who thrives in a fast-paced environment, genuinely enjoys helping people, and understands that every interaction matters- because to the person on the other end of the phone, it does.

When someone reaches out for therapy, they may be anxious, overwhelmed, unsure where to start, or even hesitant to ask for help in the first place. Your job isn't simply to answer the phone. It's to make that person feel like they called the right place.

This isn't a traditional front desk role. This is a client-facing, high-impact position for someone who can manage a high volume of calls while delivering concierge-level service, empathy, confidence, and follow-through.

If you're energized by meaningful conversations, enjoy exceeding expectations, are motivated by goals and performance, and want a clear path toward leadership and management, we want to meet you.

What You'll Do

• Serve as the first point of contact for prospective and existing clients.
• Answer inbound calls and make outbound calls with warmth, professionalism, confidence, and empathy.
• Help prospective clients understand our services and guide them through the process of getting connected with the appropriate care.
• Listen carefully to each client's needs and help identify the appropriate next step based on their individual circumstances.
• Guide clients through scheduling, insurance questions, intake processes, and next steps with confidence and compassion.
• Conduct proactive outreach to ensure clients receive the support and follow-up they need.
• Help reduce barriers to care by making the process feel clear, approachable, and manageable.
• Deliver an experience that makes clients feel heard, valued, respected, and cared for from their very first interaction.
• Maintain accurate documentation and communication across systems and teams.
• Collaborate closely with clinicians, billing teams, intake staff, and office leadership to solve problems quickly and effectively.
• Follow up with prospective clients who have not yet scheduled and help remove barriers preventing them from moving forward with care.
• Participate in quality assurance initiatives and consistently meet or exceed call quality and performance standards.
• Identify opportunities to improve processes, communication, and the overall client experience.
• Support office growth initiatives and contribute positively to team culture.

What Makes You a Great Fit

You may be the person we're looking for if you:

• Genuinely care about people and want your work to have a meaningful impact.
• Can balance empathy with efficiency- you understand that being compassionate and being productive can exist together.
• Thrive in a high-volume, high-performance environment.
• Naturally go above and beyond rather than settling for "good enough."
• Are motivated by goals, metrics, accountability, and personal growth.
• Communicate with warmth, professionalism, confidence, and emotional intelligence.
• Know how to make someone feel comfortable even when they're having a difficult day.
• Stay calm, organized, and solution-focused when things get busy.
• Take ownership of problems rather than passing them along.
• View feedback and quality audits as opportunities to improve and excel.
• Bring positive energy and professionalism to your team every day.
• Want more than just a job- you want a career in healthcare and operations.

Bonus Points If You Have

• Experience in healthcare, behavioral health, medical offices, or call center environments.
• Experience working with clients or patients who may be anxious, distressed, or navigating difficult circumstances.
• Experience with quality assurance audits or call performance metrics.
• Scheduling, insurance verification, or patient intake experience.
• Experience managing multiple systems and priorities simultaneously.
• Experience in a fast-paced, customer-service-focused environment.

The Serenium Client Experience

At Serenium, we believe access to mental health care should feel welcoming- not intimidating. For many people, making that first call can be one of the hardest parts of asking for help. Our Client Care Coordinators play a critical role in changing that experience.

You may be the person who answers when someone has finally decided they're ready to talk to someone. You may be the person who explains the insurance process to a parent who is worried about their child. You may be the person who follows up with someone who was unsure about scheduling and gives them the encouragement they needed to take the next step.

Our Client Care Coordinators help make therapy feel accessible, understandable, and human from the very beginning.

Growth Opportunities

We're committed to developing leaders from within. High performers in this role will have opportunities to grow into:

• Senior Client Care Coordinator
• Team Lead
• Assistant Manager
• Office Manager
• Regional or Operations Leadership positions

We want people who are interested in learning the business, developing their leadership skills, and taking on increasing responsibility as they grow.

What Success Looks Like

• Clients consistently rave about their experience with you.
• You make clients feel cared for while keeping the process moving efficiently.
• You balance speed with service excellence.
• Your calls consistently score highly on quality assurance reviews.
• You proactively follow up and solve problems before they become issues.
• You meet or exceed established performance and call-quality expectations.
• You communicate effectively with clinicians and internal teams.
• You contribute to a culture of accountability, compassion, teamwork, and growth.

Benefits

• Monday–Friday schedule
• Onboarding travel stipend
• PTO, Sick Time & Paid Holidays
• Health Insurance
• 401(k) options
• Training and ongoing professional development
• Opportunities for advancement and leadership growth

Why Serenium?

If you're someone who wants to make an impact, build a career, and be part of a team that's helping make mental health care more accessible, we'd love to hear from you.

You don't have to be a therapist to change someone's life. Sometimes, you're the person who helps them take the first step toward one.

Apply today and become the reason someone gets the help they need tomorrow.