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Client Care Coordinator

4 months ago

Williamsburg, United States Abundant Life Partners, LLC Full time

ALP Client Care Coordinators play a pivotal role in ensuring that every potential client and referral source is heard and assured that ALP is where they will receive the most genuine care. The Client Coordinator serves as the first point of contact for individuals seeking services, ensuring a positive and seamless experience from initial inquiry to becoming a client. This role enthusiastically communicates the value of our services to new clients, and drives new business into the practice in an ethical and passionate way. This position requires strong communication skills and an innate ability to listen and help encourage potential clients to trust in ALP. A Client Care Coordinator should yearn for the challenge of a sales role with a mindset rooted in compassion. The Client Care Coordinator is an essential part of the ALP team and is the bridge between clients and their clinician.

Founded on Christian principles, Abundant Life Partners lives by values that guide who we are as a team and how we present to our communities. Our staff bring these values to life in their roles:
**Honor & Integrity**

**Kindness & Generosity**

**Strong Relationships**

**Serving the Community**

**Invest in Quality**

**ESSENTIAL RESPONSIBILITIES include but are not limited to**:

- **Coordinate Intake Activities**:Plan, organize, and coordinate intake efforts to meet targets and objectives for converted clients.
- **Information Gathering**:Collect pertinent information from prospective clients to assess needs, preferences, and eligibility for services or products.
- **Assessment and Qualification**: Conduct preliminary assessments to determine the suitability of services and best fit provider for potential clients.
- **Resource Allocation**:Under the direction of the Practice Manager, schedule clients to meet capacity goals, while matching needs with therapists’ expertise.
- **Connection and Communication**: Once matched, ensure potential clients are clear about how we work, have confidence that our services are relevant to their particular goals, and hopeful about the possibility of change. Provide clear and concise information regarding services, eligibility criteria, and next steps to prospective clients.
- **Documentation**: Accurately record and maintain detailed records of all interactions and information obtained during the intake process using designated systems or software.
- **Customer Service**: Ensure a high level of customer service by addressing inquiries, concerns, or complaints promptly and professionally.
- **Follow-up**:Conduct follow-up communication with prospective clients to provide additional information, answer questions, or facilitate the next steps in the intake process.
- **Compliance**:Adhere to all relevant regulations, policies, and procedures governing the intake process, confidentiality, and data protection.

**KNOWLEDGE, SKILLS & ABILITIES**
- Excellent active listener, and a strong but gentle encourager for potential clients who may need a gentle nudge to commit to mental health services.
- Confidentiality (must be able to handle information with strict confidentiality and understand HIPAA).
- Have strong written and verbal communication skills and strong interpersonal skills with the capability to work with potential new clients of varying ages and needs.
- Possess the skills that are traditionally viewed as “sales” - being able to assure potential clients, who have sought out our services, to move forward in that process.
- A self-starter who has the drive to creatively solve problems.
- Have a natural ability to connect with clinicians and potential clients that builds trust.
- Ability to pick up verbal, audible, and physical cues during intake conversations and feel comfortable to seek support from manager when discernment/direction for next steps is needed.
- High attention to detail and organization.
- Passion for working with others (being collaborative) and working as a team with administrative staff and clinical staff.
- Ability to take a birds eye view to ensure any challenges do not greatly impact progress or outcomes for clients.
- Consistent and effective multitasker - the ability to process multiple layers of information quickly, make decisions, communicate clearly, and prioritize needs.

**MINIMUM QUALIFICATIONS**
- High school degree, or educational equivalent.
- Experience in sales and/or customer service
- Any appropriate and effective combination of any of the above.
- Technologically savvy, with strong computer skills and the ability to embrace and adapt to changes to technology that is critical to how we work.
- Good working knowledge of the primary Microsoft Office programs, Google business, productivity and collaboration tools/software.
- Consistent access to a reasonably distraction free home work space, with reliable access to high-speed internet and use of a smart phone/mobile device.

**ADDITIONAL DESIRED QUALIFICATIONS**
- Bachelor's degree in business, psych