Client Concierge

JOB SUMMARY: The client concierge is responsible for delivering exceptional customer service assistance, engaging new clients during the intake process to increase client participation in treatment, and providing access to additional resources to clients and their families through professional assessment, service planning, and advocacy. The client concierge will address attendance barriers, will support the agency with engagement duties, and will provide support to other departments as needed.  The client concierge will provide a high level of customer support that is professional, personal, and sensitive to the needs of clients while adhering to C4K’s policies and procedures.  The client concierge will effectively establish supportive relationships with clients, staff, and outside entities to garner resources necessary to provide comprehensive services to all clients.

The Client Concierge shall perform the duties below:   

ESSENTIAL FUNCTIONS: 

Client Concierge Duties: 

• Uphold the mission and core values of Counseling4Kids.  
• Ensure clients and their families receive an excellent customer experience and can navigate their care successfully.
• Review agency consent forms with caregivers and clients and foster informed decision making.
• Reviews agency Attendance Agreement with caregivers and clients assuring the clarity of attendance expectations.
• Review additional adjunct service referrals such as psychiatric, psychological and case management.
• Verify Medi-Cal and assesses client’s or family’s needs, eligibility for services and assist clients to enroll in benefits (i.e Medi-Cal)
• Meet with caregivers and clients to assign their case and schedule the 1st treatment appointment using appropriate calendars.
• Contact clients/caregivers within 24 hours of 1st missed scheduled appointment to support clients with consistent attendance to appointments.
• Provides referrals for families unable to overcome barriers to consistent treatment attendance to outside resources needed.
• Works with clients, families and appropriate community agencies to coordinate and facilitate services for clients.
• Engages with the client, family and other involved parties and works to build trust, encourage hope, and ensure ongoing engagement in services.
• Perform follow-ups and wellness checks on existing clients and on new referrals.
• Coordinates appointments, transportation with Lyft Concierge, and other services as needed, ensuring a seamless experience for clients
• Maintain knowledge of agency activities, and services, and effectively communicate this information to clients.
• Remains current on community resources and maintains communication with relevant agencies for the purpose of referrals and to offer assistance and education to clients and their families.
• Actively engaging and educating the public at community events
• Work closely with the client's clinical team and client services specialists to assure that the clients’ needs/case planning are identified and met.
• Utilizes concurrent documentation to prepare notes and bills for engagement interventions following DMH standards
• Completes documentation in Exym, for monitoring and billing purposes, of direct service with client and/or school staff, under DMH standards and guidelines.
• Completes necessary documentation promptly to support allowable billing of outreach activities.
• Provides support, advocacy, role modeling, parenting skills, and referrals
• Conducts individual and family basic needs assessments.
• Establish and maintain professional and positive relationships with staff, clients, and community providers.
• Develops potential intervention efforts in collaboration with therapists.
• Participation in community outreach and promote services offered by Counseling4Kids to prospects, the community, and other professionals.
• Schedules and participates in meetings with internal staff and representatives from the community with direct interest in service outcomes.
• Engages clients by re-framing problems and focusing on solutions; discussing and supporting progress towards goals
• Educates the client on coping skills, anger management and positive communication skills and cultivates a sense of self-efficacy.
• Participation in community trainings.
• Assures quality of service for clients by enforcing rules, regulations, and compliance requirements.
• Measures and summarizes progress at specified intervals
• Daily review of department, clinician, and/or client calendar to determine when clients will be visiting the office.  
• Ensure that clients and/or guardians visiting the office adhere to safety protocol and agency policy   
• Provide translation and/or interpretation services when needed. 
• Has a billing expectation of a minimum ___ UOS per week
• Other duties as assigned. 

General Administrative Duties:  

• Serves as a back-up to Client Services Specialists, assisting with opening/closing/updating cases.
• Maintains professional and technical knowledge by participating in workshops and trainings, specifically on evidence-based programming; reviewing professional publications; establishing personal linkages.
• Assists with data collection and completing projects reports in a timely manner
• Contributes to team effort by consulting with other professionals; accomplishing related results as needed.
• Assist the other departments with administrative support on routine daily tasks and on special projects (i.e. help with letter-writing, copying, faxing, contacting providers and community partners, gathering materials, doing research, creating spread-sheets, tracking data, and creating reports).  
• Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs. 
• Provide administrative coverage and support when necessary. 
• Other duties as assigned.  

Other Duties  

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Note: In the event that the Agency requests the regular usage of bilingual skills, the passing score of 70% on a proficiency test is required to receive a monthly bilingual stipend; per the Agency’s Bilingual Stipend Policy.  

Competencies  

• Customer Service
• Collaboration
• Thoroughness
• Verbal Communication
• Flexibility
• Teamwork
• Professionalism
• Listening
• Ethical
• Engaging
• Problem-solving

MINIMUM QUALIFICATIONS:  

• Education:
  • BA in psychology, social work or related field 

                 OR  

• • One of the following equivalents: 
    • AA degree in related field and minimum 2 years relevant work experience 
    • 4 years related work experience in a mental health agency  

• Knowledge of DMH systems and procedures 
• Knowledge of the Integrated System and Medi-Cal billing 
• Knowledge of Microsoft Suite (i.e. Outlook, Word, and Excel)
• Knowledge of office equipment (i.e. fax machines and printers)
• Solid written and verbal communication skills
• Ability to be resourceful and proactive when issues arise
• Ability to use make judgement calls as pertaining to the position and know when to consult with supervisor
• Ability to prioritize, plan and use time efficiently
• Demonstrate accuracy and thoroughness and look for ways to improve and promote quality.
• Committed to the overall well-being of the department and the mission and vision of the agency.
• Multitasking and time-management skills, with the ability to prioritize tasks
• Bilingual English/Spanish required

Special Conditions: 

NOTE: The first year of employment is an introductory period. At the end of the first ninety (90) days, and every quarter thereafter for the duration of employment, job performance, attendance, attitude and overall interest in the job will be assessed in a performance evaluation.  

Employees who fail to demonstrate the expected commitment, performance and attitude may be terminated at any time during the introductory period. However, completion of the introductory period does not change or alter the “at-will” employment status. Employees continue to have the right to terminate their employment at any time, with or without cause or notice, and the Agency has the same right. The company, in its sole discretion, may change the job duties, responsibilities and assignments of any position, at any time.  

EEO Statement:  

Counseling4Kids provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Counseling4Kids complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Counseling4Kids expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Counseling4Kids’ employees to perform their job duties may result in discipline up to and including discharge.