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Client Experience Specialist

2 months ago

Springfield, United States Burrell Behavioral Health Full time

Job Description:

Job Title: Client Experience Specialist Location: Springfield, MO

Department: Continuous Quality ImprovementEmployment Type: Full-time

Job Summary:

Incumbent ensures all interactions between clients and within the Brightli System meet client expectations for quality and responsive services. Leverages client feedback to improve systems and address individual concerns or needs.

The Client Experience Specialist position offers

+ All-Inclusive Employee Benefits Package - A robust full-time employee benefits package encompassing health, dental, vision, retirement, disability, life insurance, wellness program, and more

+ Telemedicine 24/7 phone, web, or mobile app medical, behavioral health, & dermatology visits

+ Employee Assistance Program 24/7 counseling services, legal assistance, & financial consultation for you and your household at no cost

+ Paid Time Off - 29 days per year including vacation & holiday pay

+ Workplace Culture - An environment cultivating employee wellbeing, valuing each individual's humanity, and actively promoting healthy, joyful workforce engagement

Key Responsibilities:

+ Support a variety of data collection systems related to Client Experience including, but not limited to, a comprehensive assortment of client satisfaction surveys, client comments, complaints, and grievances.

+ Support and review processes specific to service line, program, and/or regional client experience needs.

+ Manage and enter data into the Client Experience data management system(s) as necessary for consistent reporting and process monitoring for completion, consistency, trends, and accuracy.

+ Participate in Regional and CQI (Continuous Quality Improvement) meetings to manage and review program-specific or organizational client experience data and indicators to identify areas of need for improvements and progress related to client experience activities. Participate in weekly team meetings and other meetings, as necessary.

+ Assess client or family questions and concerns and develop a plan to address needs through various methods, such as phone calls (both answering and returning calls), email correspondence, digital submissions, and other methods of communication.

+ Communicate and coordinate with team members across the organization, applicable client comments, ideas, and complaints within appropriate time frames to arrange for a response to client/ family questions, concerns, and complaints.

+ Act as a Client Advocate as necessary when a client may not be able to effectively advocate for their own needs. This may include participating in team member meetings, acting as a mediator on behalf of the client, attending the Client Advisory Board or coordinating with family members, as necessary.

+ Develop a variety of reports to communicate Client Experience data to stakeholders throughout the organization and communities Brightli serves, including respective (CQI) Leadership.

+ Evaluate, develop, or acquire valid and reliable data collection tools and methods as necessary to meet program, organizational, or project goals, including survey design and administration, focus groups and interviews, and instrument development or acquisition.

+ Other duties as assigned.

Experience and/or Education Qualifications:

+ Candidates must have a high school diploma or equivalent and a minimum of 2 years experience in quality improvement, healthcare client support, and/or direct client care.

+ Bachelor's degree with clinical experience is preferred.

+ Candidates are preferred to have clinical experience in behavioral healthcare, rehabilitation of substance abuse or mental health.

+ Client Experience Specialist is expected to complete within appropriate timeframes applicable training and certifications including but not limited to:

+ Training/Certification in Patient Experience and/or Quality Assurance

+ Other trainings as recommended

We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.

Brightli is a Smoke and Tobacco Free Workplace.

About Brightli

Brightli is on a mission: A mission to improve client care, reduce the financial burden of community mental health centers by sharing resources, a mission to have a larger voice in advocacy to increase access to mental health and substance use care in our communities, and a mission to evolve the behavioral health industry to better meet the needs of our clients. We are doing this by forming a new behavioral health organization under new model. Under one parent company, multiple organizations are able to collaborate, share resources and system supports, increase recruiting and retention efforts, increase access to specialized care, and meet the growing demand for behavioral and addiction recovery care.

Brightlis top-line subsidiaries include Burrell Behavioral Health (Burrell), Preferred Family Healthcare (PFH), Southeast Missouri Behavioral Health (SEMO), Firefly, Adult and Child Health, and Places for People. While these organizations operate independently and are governed by separate board of directors, their operations and services benefit from this model. Alone, organizations may be able to navigate the current tumultuous healthcare environment, but we believe that together we can do so much more than survive. Our communities need us now more than ever, and by working together we are ready to answer their call for years to come.

Brightli Snapshot

+ 200 locations

+ 4 states

+ 19 subsidiaries and/or affiliates

+ 5k+ employees