Client Care Associate

1 month ago

San Mateo, United States Bay Area Cancer Connections Full time

Reports to: Director of Programs

 

Time Commitment: Full-time (non-exempt) 40 hours per week, some evenings and weekends

 

Position Summary:

 

As a member of BACC’s program team, the Client Care Associate will provide non-clinical support, guidance, and assistance to connect clients to resources and support. This person will act as the first point of contact for clients and guide them to a broad range of programs, information, and support. The associate will also be responsible for data entry, quality control, following up with clients to document issues and barriers to accessing programs, and creating reports for management to review for planning purposes. This role requires strong interpersonal skills and a commitment to delivering superior customer service throughout BACC’s work with clients and the community. Key responsibilities include:

 

Guide clients to a broad range of programs, information, and support (70%)

  • Provide information and support to all clients who contact us (whether by phone, email, or an in-person visit).
  • Build rapport with clients and provide appropriate follow-up depending on each client's specific needs.

·       Work collaboratively with staff, volunteers, and community partners to make appropriate referrals to BACC programs as well as other organizations.

·       Coordinate and/or provide individual appointments for clients to utilize the Boutique.

·       Keep the Helpline calendar, email inbox/templates, database, and phone system up-to-date.

·       Collaborate with the Manager of Client Care to ensure all Helpline documentation and resources are up-to-date.

·       Collaborate with the Manager of Client Care to cross-train the staff that provide backup to this position.

Document referrals, patient issues, and barriers or concerns to accessing services (20%)

·       Collect and track data regarding all client interactions, requests, follow-up, and more.

·       Track barriers and other issues patients face in accessing services.

·       Create reports for management for review and planning.

Other duties as assigned (10%)

·       Attend regular staff meetings.

·       Undertake additional duties as assigned.



Qualifications:

·       Bachelor’s degree and/or equivalent experience/training.

·       Fluency in Spanish.

·       Excellent interpersonal skills and the ability to work well with people at all levels, both inside and outside of the organization.

·       Strong writing skills and the ability to build a cohesive narrative, including experience writing in different voices, for different audiences, and in varying lengths.

·       Disciplined and able to work effectively in independent and team contexts.

·       Proven ability to prioritize tasks, make sound decisions, and track and complete diverse assignments.

·       Strong technical proficiency with CRM technology, MS Office Suite, including Excel and PowerPoint, and experience with Google Analytics.

·       Self-motivated and able to gracefully navigate competing deadlines and priorities.

·       Sense of humor.

·       A strong understanding of and passion for BACC’s work and mission.

 

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