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Client Success Specialist

4 months ago

Cherry Hill, United States Phoenix Behavioral Health Full time

**Job Summary**:
**Duties/Responsibilities**:

- Confirms client insurance is verified and is serves as the first point of contact for client/family per treatment episode
- Responsible for consistent engagement to ensure the client arrives to the initial appointment and works collaboratively with the treatment team to support ongoing client attendance through treatment episode
- Greeting Clients Warmly: welcome clients on their day of intake, providing an orientation to the facility and setting a positive tone for their treatment experience.
- Monitors and closely follows the clients journey through the various touch points of the treatment program from admission to discharge. This involves weekly check-ins, coordinating with treatment teams to monitor progress, and adjusting support as needed to meet the client's evolving needs.
- Supports building a strong client alliance during the information gathering session and throughout care
- Completes and obtains client signatures on consent for treatment, patient financial responsibility, bill of rights, and other required documents as outlined
- Completes thorough intake assessment in EHR.
- Educates, informs, and encourages client to move forward with treatment recommendations
- Obtains ROIs for all effective collaterals (i.e., PCP, referent, family, sponsor, etc.)
- Outreaches all ROI collaterals to introduce, inform, educate, and establish pathway for ongoing communication expectations
- Case manage new clients for the initial two-weeks of treatment to support client integration, engagement, and retention
- Obtain relevant ROIs and requests/secures medical and treatment records from previous providers
- Discharge Planning Collaborates with the clinical team to develop comprehensive discharge plans that address ongoing recovery needs, including follow-up appointments, support groups, and other community resources.
- Feedback and Reviews Actively seek feedback from clients and their families regarding their treatment experience. Encourage satisfied clients to leave Google reviews to help others learn about the quality care our facility provides.
- Utilizes supervisory feedback and evaluations to improve documentation and job performance
- Coordinates referring clients to appropriate care settings
- Other duties as assigned

**Required Skills/Abilities**:

- Friendly, enthusiastic, engaging, patient, accommodating, helpful, and attentive
- Ability to work flexible hours including mornings, nights and weekends.
- Working knowledge of medical insurance as it pertains to behavioral health treatment.
- Flexible, adaptable, and accommodating.
- Effective communication skills and strong intervention skills.
- Adapts to diverse client groups.
- Remains calm and effective in emergency situations.
- Ability to establish strong alliance with clients and families while maintaining appropriate professional boundaries
- Maintains confidentiality of information.
- Demonstrate tact, resourcefulness and patience.
- Effectively utilize technology such as EHRs, Word, Google, Excel, and various software programs.
- Capable of multi-tasking and working within a fast-paced environment.
- Strong Organizational skill.

**Education and Experience**:

- High School diploma or GED required; Bachelor’s degree preferred
- Must have a minimum of one year experience in the behavioral health field.
- Experience in direct client care is preferred
- Experience with EHR and CRM is preferred
- Customer Service experience preferred