Client Care Coordinator

Epiphany Wellness LLC • Southborough, MA

9d • Onsite

About The Position

Are you passionate about helping clients discover their sense of recovery? Have you been looking for an opportunity to create an impact? At Epiphany Wellness, our mission is true transformation by leading the way we reinvent & treat addiction. Our company is dedicated to providing the highest level of care using known and proven methods for our clients' success. We strive to meet our main goal to help everyone live a happy and healthy life without substance abuse issues, addiction, or mental health concerns. We are looking for a Client Care Coordinator who is responsible for building strong therapeutic relationships with clients, serving as a consistent support throughout their course of treatment. This role requires the ability to establish trust quickly, identify and communicate barriers to treatment adherence, and intervene effectively when clients are at risk of early discharge or leaving Against Medical Advice (AMA). The Client Care Coordinator will collaborate closely with the clinical, operations, and leadership teams to promote continuity of care, improve retention, and support clients in completing the full treatment continuum.

Requirements

• Reliable transportation required.
• High School Diploma or equivalent required; Bachelor’s Degree in Behavioral Health, Social Work, Psychology, or related field preferred.
• Minimum of 2 years of experience working in a behavioral healthcare setting, preferably in a client-facing or direct support role.
• Direct experience working with individuals struggling with substance use disorders and/or mental health conditions strongly preferred.
• Working knowledge of common mental health diagnoses and substance use disorders, including co-occurring conditions.
• Familiarity with 12-Step programs such as AA or NA; understanding of recovery principles and relapse prevention strategies.
• Strong interpersonal and communication skills with the ability to build rapport quickly and effectively with diverse populations.
• Ability to manage challenging client interactions and support clients in distress while maintaining professional boundaries.
• Comfortable working in a fast-paced, collaborative, multidisciplinary environment.

Responsibilities

• Client Engagement & Rapport
• Attendance, Participation & Retention Support
• AMA Risk Identification & Intervention
• Barrier Assessment & Client Advocacy
• Liaison Between Client & Clinical Team
• Client Satisfaction Monitoring
• Communication Coordination
• Tracking, Documentation & Reporting
• Program Support & Quality Improvement
• Welcome new clients and provide a non-clinical orientation to program expectations, schedules, and available support resources.
• Establish rapport and serve as a consistent, approachable support person throughout the client’s treatment episode.
• Conduct regular engagement check-ins with active clients to assess satisfaction, comfort, attendance, and participation.
• Review attendance and participation to identify early signs of disengagement or risk of AMA.
• Implement timely, supportive, non-clinical interventions when AMA risk is identified, collaborating with clinical and leadership teams as appropriate.
• Follow up with clients who miss groups or appointments to explore barriers and encourage re-engagement.
• Identify and document non-clinical barriers to treatment participation, including transportation, scheduling confusion, family conflict, ambivalence, or environmental concerns.
• Advocate for client needs by communicating concerns to therapists, BHTs, case management, operations, or leadership.
• Serve as a communication bridge between clients, families (as appropriate), clinical staff, operations, and leadership to ensure coordinated care.
• Provide supportive listening, validation, and redirection while maintaining professional boundaries and a non-clinical scope of practice.
• Monitor and track client satisfaction, engagement trends, interventions, and retention outcomes using internal trackers and data tools.
• Maintain accurate, timely documentation of engagement check-ins, outreach efforts, identified barriers, and interventions in the EMR.
• Participate in team meetings, staff huddles, and communication briefings to support collaborative, client-centered care.
• Uphold HIPAA, Joint Commission standards, and all applicable federal, state, and local regulations, including Massachusetts requirements.
• Support leadership and quality improvement initiatives by reporting recurring engagement or retention trends.
• Perform other non-clinical duties as assigned to support client engagement, communication, and program success.

Benefits

• Competitive Salary
• Flexible Schedule
• Comprehensive benefits package includes life, medical, dental, and vision
• Tuition Reimbursement
• Vacation and Flex benefits
• Paid Holidays
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED