Client Communications Coordinator

Valley Counseling Center•Mechanicsburg, PA

15d•Onsite

About The Position

Valley Counseling Center, LLC is seeking a full-time Client Communications Coordinator to support their growing counseling practice. This position is the first point of contact for clients, focused on providing a delightful and individualized experience. The role involves communicating via email and phone with new clients to schedule intake appointments, coordinating with current clients and therapists regarding schedules and availability, answering general questions, and communicating with other staff. The ideal candidate will possess strong communication and customer service skills, be adept at multitasking, and demonstrate strong attention to detail. This role offers opportunities for growth and learning within the organization.

Requirements

Experience in client communications, client relations, or customer service, within a healthcare setting with HIPAA knowledge highly preferred.
Excellent client relations, customer service and communication skills.
Strong attention to detail and ability to multi-task while handling busy client communications.
Comfortable and knowledgeable navigating a computer with modern technology such as Google Docs Suite, Microsoft Office (Word, Excel, etc.), and Electronic Health Record (EHR) Systems.
Excellent time management skills in meeting timelines.
Must pass a background check.

Nice To Haves

Degree in communications or related field preferred.

Responsibilities

Manage and lead the client experience with a client-centric mindset for a consistent, compassionate and positive experience from intake through ongoing care.
Maintain and continuously improve the client intake process, including managing all forms of communications for client intakes, understanding therapist client populations and niches for best fit, matching clients and therapists based on client demographic and presenting concerns, coordinating scheduling of intake appointments, determining and communicating current wait times, and managing the client waitlist.
Ensure all client demographic information is documented and up to date in the EHR system and notify therapists of new intake appointments with a brief description of the client's reason for seeking therapy.
Distribute intake paperwork to clients and ensure completion by deadlines, assisting clients as needed.
Maintain and manage therapist caseloads, including managing all communications with clients regarding appointment scheduling inquiries and therapist availability, communicating schedule changes with therapists and staff, communicating therapist availability and schedule changes with clients, coordinating with therapists to maintain schedule availability and scheduling appointments, and coordinating and maintaining client cancellation lists with therapists.
Contact clients with therapist availability for openings, including contacting clients on the cancellation list when therapists have cancellations and availability.
Share appointment information, reminders, and telehealth appointment links as needed.
Maintain and enhance client information databases with up-to-date information (contacts, emails, phone numbers, insurance, etc.).
Maintain, improve, and implement communication standard protocols while maintaining HIPAA compliance in regards to all client and practice information.
Maintain and enhance client referral and intake tracking systems, including metrics, information, and communication databases.
Maintain client waiting area in a clean and orderly manner.
Perform other duties or tasks that are supportive in nature to the essential job responsibilities.