Client Care Coordinator (Bilingual Preferred)

Ceres Community Project•Santa Rosa, CA

58d•Hybrid

About The Position

The Client Care Coordinator works with the Client Care Program Manager and as part of a team to support the effective implementation of the Client Program. This includes ensuring that each client's experience while on the program is positive, that the client feels supported and nourished in all ways, and that the program is running effectively. As a Client Care Coordinator, this role is the first line of contact with clients; it requires staff to be warm, compassionate, emotionally mature, and able to meet a client in one of the most difficult moments of their lives. S/he/they must be comfortable with a wide range of people, personalities, and cultures and able to interact with all clients in a way that supports their healing and education, while upholding the quality and customer service standards and annual goals of the program.

Requirements

Bachelor’s degree or equivalent experience.
Excellent interpersonal skills, including the ability to listen, communicate warmly and clearly and set clear boundaries.
Excellent communication skills both verbally and in writing; comfortable speaking in front of groups.
Must be comfortable working with people with serious illness, physical and mild-moderate mental health challenges, older adults and people of varying socioeconomic backgrounds.
Strong organizational skills and attention to detail.
Must be comfortable with technology and familiar with MS Office. Experience with Salesforce a plus.
Able to demonstrate cultural competence in working with diverse populations.
Possesses a positive attitude, brings an empowering team spirit, a high degree of self-motivation and initiative, and demonstrates integrity in the role.
Self-aware with an ability to self-assess.
Ability and desire to be in a work environment that values working as a team, relationships and giving and receiving honest feedback.
A commitment to Ceres Community Project’s Mission and Operating Principles.

Nice To Haves

Bilingual in Spanish strongly preferred.
Counseling, social work, hospice or similar training and experience a plus.

Responsibilities

Works collaboratively to support the seamless onboarding of new clients, including conducting eligibility, screening, intake and enrollment.
Fields phone and email inquiries, assesses appropriateness for program, and responds to service-related requests.
Completes new client intakes and all paperwork/data entry.
Processes and enters faxed and emailed medical referral forms.
Processes client changes such as cancellations, skips, changes in menu/servings, address, delivery day/time, etc.
Maintains accurate and complete client information in program database.
Coordinates and completes pre- and post-program evaluation surveys in a timely manner.
Maintains and/or communicates sensitive and/or confidential information in accordance with HIPAA requirements and with internal policies and procedures.
Provides input on Client Care workflows, best practices, and SOPs.
Troubleshoots problems with client onboarding, deliveries, menu changes, etc. with other Ceres departments (e.g. accounting, culinary and volunteer teams).
Develops and maintains supportive community relationships and referral connections and liaises with medical referral partners to gather necessary health information as needed.
Supports outreach activities for enrolling new clients in programs, which may include networking events, community events, nonprofit fairs, etc.
Supports and helps train client team volunteers as applicable.
Performs administrative tasks such as filing, database reporting, emails, mailings and preparing packets of program materials.
Attends staff and team meetings.
Completes required trainings (e.g. HIPAA compliance, sexual harassment, trauma-informed care).
Attends and supports Harvest of the Heart fundraising event (one Saturday per year); other weekend or evening hours may be required 1-2 times annually.
Other duties as required and requested.