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Client Services Coordinator

2 months ago


Asheville, North Carolina, United States Vaya Health Full time

LOCATION: Remote - home based, virtual position. Must reside in North Carolina or within 40 miles of the NC border.

Work Schedule: 7am - 5:30pm on Monday, Tuesday, Friday, and Saturday. This is a 40 hour per week position that works 4 days per week, 10 hours per day.

OVERVIEW OF THE ROLE

The primary objective of the Client Services Coordinator role is to support individuals with mental health, developmental, and substance use challenges in accessing essential services within the Vaya provider network. The Coordinator will assist consumers, families, and community members who reach out to Vaya Health for information regarding both formal and informal services. This position may require working on holidays and participating in holiday rotation as necessary.

KEY RESPONSIBILITIES

Handle incoming service requests:

The Client Services Coordinator is responsible for managing telephonic service requests by connecting callers with contracted providers for clinical assessments. For service inquiries, the Coordinator will assess the caller's needs, verify consumer eligibility, gather necessary demographic details, present options for available providers based on the consumer's preferences and service requirements, and arrange appointments in accordance with established access time standards.

The Coordinator will communicate any trends or gaps in service needs to a Member Services Supervisor or relevant Provider Network Development staff for timely analysis and resolution.

Documentation and electronic record management:

The Client Services Coordinator will initiate the Screening/Client Profile for each telephonic interaction and will complete progress notes, forms, reports, and other documentation as required. All documentation must be finalized by the end of the workday or shift.

Monitoring and referral for high-risk individuals:

The Coordinator will identify individuals requiring referral to Vaya Complex Care Coordination staff based on indications of high risk or special service needs, ensuring that individuals receive the appropriate support.

Special projects and additional duties:

The Client Services Coordinator may assist with specialized projects within the Member Services Department as directed by management.

QUALIFICATIONS & SKILLS

A degree alone does not prepare an applicant for this position. Experience in providing mental health, substance use services, or support for individuals with intellectual/developmental disabilities is essential. A thorough understanding of social work principles, techniques, and practices, along with their application in the current mental health system, is necessary. Knowledge of individual and group dynamics, as well as de-escalation techniques for telephonic interactions, is also required.

Additional skills include:

  1. Understanding of behavioral health principles and their application to complex treatment and service provision.
  2. Familiarity with person-centered and recovery-oriented philosophies.
  3. Ability to maintain professionalism and sensitivity in addressing individual needs throughout the workday.
  4. Effective communication skills, both oral and written, with the ability to express ideas clearly.
  5. Proficiency in utilizing complex telephone and computer systems for documentation and information retrieval.

EDUCATION REQUIREMENTS

A Bachelor's degree in a Human Services field with two (2) years of experience working with adults or children facing serious psychiatric, chemical dependence, or developmental disabilities in a community mental health setting; OR a Bachelor's degree in a non-human services field with four (4) years of relevant experience.

PHYSICAL REQUIREMENTS

  • Close visual acuity for document preparation and analysis, viewing computer screens, and extensive reading.
  • Physical activities include crouching, reaching, walking, talking, hearing, and repetitive motion of hands and fingers.
  • Sedentary work with lifting requirements up to 10 pounds and sitting for extended periods.

COMPANY OVERVIEW

Vaya Health is committed to providing equal employment opportunities and fostering a diverse workplace.