Client Access Coordinator

Thompson Child & Family Focus•Charlotte, NC

6d•Onsite

About The Position

Thompson was founded in 1886 as an orphanage and has grown into an organization operating across the Carolinas, Florida Tennessee and Kentucky. Thompson’s continuum of care encompasses three domains: prevention, mental health services and foster care. All Thompson programs are trauma-informed and evidence-based/evidence-informed with the intention of building resilience in our clients (ages 0-18) and their families, both virtually and in person. Our values are Excellence, Innovation, Commitment, Caring and Integrity. The Client Access Coordinator is responsible for delivering a welcoming, organized, and responsive front-door experience for children and families seeking services at Thompson Child & Family Focus. The position coordinates referrals, intake logistics, and scheduling; communicates with caregivers, referral sources, and internal clinical teams; maintains accurate documentation in agency systems; and provides reception/front desk coverage to support day-to-day operations.

Requirements

High school diploma or equivalent.
Minimum two (2) years of relevant experience in healthcare, behavioral health, social services, customer service, intake coordination, scheduling, care coordination, or administrative roles.
Proficiency with computers and common office software (including Microsoft Office); ability to learn and use scheduling and/or electronic record systems.
Demonstrated ability to handle sensitive and confidential information with discretion.
All potential job candidates must pass a drug screening test, and an extensive background check is required.

Nice To Haves

You have a passion for providing support
You enjoy knowing you’re making an IMPACT on the lives of others
EXCELLENCE, INNOVATION, COMMITMENT, CARING, AND INTEGRITY are important to you

Responsibilities

Greet and assist families, visitors, and community partners in person and by phone in a professional, respectful, and trauma-informed manner.
De-escalate challenging interactions as needed and connect families to appropriate staff for clinical or program-specific questions.
Maintain a welcoming and safe lobby/front desk area, including basic upkeep and preparation for client/visitor flow.
Coordinate scheduling for assessments, intakes, therapy appointments, and other program needs; confirm appointments and communicate changes promptly.
Guide families through intake requirements (forms, releases, documentation) and provide clear instructions to reduce barriers to accessing care.
Enter and update client demographics, referral details, contact notes, outreach attempts, and scheduling information in agency systems with a high degree of accuracy.
Maintain organized electronic and/or paper files as required, ensuring documents are complete, legible, and accessible to authorized staff.
Protect confidentiality and comply with organizational policies and applicable privacy requirements (including secure handling of protected information).
Partner with therapists, program staff, leadership, and community contacts to coordinate client access and resolve scheduling or communication barriers.
Provide front desk coverage including opening/closing procedures, phone coverage, visitor sign-in procedures as applicable, and general administrative coordination.
Other duties as assigned by the Office Manager to support departmental success.

Benefits

3 weeks paid time off (PTO) first year plus 10 paid holidays!
Health, Dental, Vision, Short-Term and Long-Term Disability and Life insurance options
401K Match
Education Reimbursement
Referral Bonus
Eligibility to apply for Public Service Loan Forgiveness through FAFSA after 10 years of service
Eligibility to apply for the state loan repayment program that repays up to $50,000 of student loans
Paid time off for volunteering in the community
Free EAP services
Mileage Reimbursement
iPhone and Laptop provided for eligible roles
Multiple opportunities for growth