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Client Support Specialist

2 months ago

Fort Wayne, United States Red Envelope Consulting Full time
DIVERSITY, EQUITY, INCLUSION, AND BELONGING AT COURAGEOUS HEALING

Courageous Healing is committed to cultivating and preserving a culture of belonging and connectedness. We center these efforts around open dialogue, employee support, education and advocacy, and culturally centered care. In recruiting for our team, we welcome the unique contributions that you can bring. The collective sum of our individual differences, life experiences, knowledge, and self-expression lead to a better future for all. Achieving our mission of delivering culturally centered, trauma-informed, accessible mental health care in an authentic and safe environment starts with creating a workplace that represents people from all identities, experiences, abilities, and perspectives.

ABOUT US

Courageous Healing's practice is conducted on an outpatient basis and is designed to accommodate clients experiencing disruptions in their ability to function daily. Through traditional talk therapy and trauma-based interventions like EMDR, our therapists help clients identify issues that cause emotional distress to improve their quality of life. Our therapists are trauma-informed, culturally responsive, and equipped to help clients navigate stress, anxiety, relationships, parenting, depression, addictions, eating, sleeping, trauma, anger, family conflicts, grief, self-esteem, and more.

ABOUT THE ROLE

The Client Support Specialist focuses on facilitating an environment of warmth, safety, acceptance, and value for every person who engages with the company whether prospective or existing client, staff, volunteer, community or board member, and/or vendor. The Client Support Specialist should demonstrate impeccable attention to detail, proactive thinking, and be able to come up with innovative ways to show hospitality to others. They should also be a strategic planner, a natural nurturer, and have a keen sense of anticipating "what will be needed" in planning events and experiences for staff, clients, and guests.

The Client Support Specialist should be able to multi-tasks, working on multiple projects and events simultaneously. They should also be able to provide crisis management support, conflict de-escalation, and problem resolution for clients and staff as needed. The Client Support Specialist is essential to the harmony of the company culture and should work in tandem with the Executive Team to execute company goals and objectives with sensitivity to maintain the "feel" of the Courageous Healing brand. The Client Support Specialist will be cross-trained in various areas to assist in providing coverage and support as needed. The Client Support Specialist will report directly to the Clinical Operations Manager.

Requirements

ORE AREAS OF RESPONSIBILITY Included but not limited to:
Business Operations Support
  • Maintaining clean office areas
  • Overall maintaining a professional environment
  • Collaborates with Executive Team on daily operational goals, events, and meetings ensuring that the details of "the experience" are accounted (i.e. supplies have been ordered in advance, invitations to the proper attendees have been sent in advance, documents are prepared, potential problems are anticipated and mitigated, etc.)
  • Providing timely, accurate, and complete reports as needed
  • Assisting in preparation for Quarterly Board of Director Meetings
  • Ordering needed supplies, taking inventory, making purchase requests, and tracking spending
  • Helping to maintain consistency in customer experience, company culture, facilities/environment, internal communication, and external communication in accordance with established brand standards
  • Manage and escalate any client, staff, or vendor complaints that could negatively impact company brand, and working with the executive team to help streamline and resolve issues when possible
  • Analyzing data and trends to provide strategic guidance to optimize service performance and improve overall client experience
Staff Support:
  • May provide support in training new hires in helping to understand and acclimate to company culture
  • Ensuring resolution of significant service disruptions and issues through coordinating the collaboration of relevant members of cross-departmental teams to ensure client needs, brand standards, and key performance indicators are met
  • Assisting with training and coaching team members in best practices and industry specific nuances to ensure client experience
  • Ensuring that events and meetings held during and after-hours are well planned out and details are accounted for (i.e. coverage is in place, access to the building is set up, security measures are taken, etc.)
Client Care: Managing client communication, including
  • Supporting our clients via phone, email, and text as needed
  • Serving as an empathetic point of contact for clients as they navigate care at Courageous Healing
  • Explaining Courageous Healing's registration processes and payment methods to prospective clients and/or clients actively in care
  • Answering questions related to care logistics, billing, and records sharing
  • Operating with a high sense of urgency in client and staff crisis management
  • Providing client contact and wraparound support to close gaps in client services, maximizing client satisfaction and improving overall client experience
  • Effectively and professionally present information to clients and internal staff to help accurately communicate new or ongoing service expectations
  • Working closely with other internal departments to ensure clients' needs and expectations are met by the organization
  • Assist with sharing the voice of the client; through both qualitative and quantitative ways, (i.e., client surveys, team bulletins, year-end review documents, and external communications)
Managing our Electronic Health Record (EMR) software, including:
  • Updating clients' information regularly to ensure accuracy
  • Ensuring and maintaining confidentiality of all appropriate communications and documentation
  • Helping to maintain practice calendars in TherapyAppointment for clients and therapists
  • Conducting management of TherapyAppointment ensuring clients' proper documentation is completed, checking client status (active/inactive), data entry, and scheduling
Supporting the clinical team with various operational workflows. Including but not limited to:
  • Records requests
  • Scheduling logistics
  • Check-in and check-out
  • Client survey
  • Billing adjustments
  • Sharing relevant themes and feedback with leadership and the rest of the Courageous Healing organization at large
Supporting groups and events. Including but not limited to:
  • Assisting with Courageous Healing's groups' logistics, signups, documentation, gathering, coordinating agendas, and liaise with other external partners to align schedules
  • Leading and managing all Courageous Healing's pop-up events
JOB REQUIREMENTS:
  • Bachelor's degree preferred
  • Ability to understand and respond to the cultural nuances of serving Black and Brown communities
  • Strong time and project management skills
  • Skilled at communicating efficiently, clearly, and comprehensively
  • Knowledgeable about company culture and brand maintenance
  • A natural nurturer and enjoys caring for others
  • Detail-oriented and demonstrates good problem-solving skills
  • Skilled at emotional intelligence, with the ability to balance "heart and head," while providing conflict management where needed
  • Able to navigate a growing, rapidly changing, and sometimes ambiguous environment
  • Skilled in Microsoft Office 365 Suite

WHAT TO EXPECT

Fair pay, great team, and a healthy work culture. Typical work hours are 9 AM - 5:30 PM, Monday through Friday. Expected 2-3-hour evening or weekend shifts on occasion. Hours may vary based on projects, demand, deadlines, etc. May occasionally work evenings or weekends as needed for events and special projects. This job description is not designed to cover or contain a comprehensive listing of required activities, duties or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time.

Red Envelope Consulting is an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.