Client Engagement Specialist

The Jewish Board•New York, NY

4d•$43,000

About The Position

The Client Engagement Specialist is part of the front office, reception, and scheduling team for The Jewish Board Outpatient Clinics and CCBHC programs. The role serves as a primary point of contact for existing and prospective clients, referring agencies, clinic staff, therapists, and psychiatric providers. It requires strong customer service and the ability to gather sensitive information, including protected health information, and appropriately respond to acute clinical or safety concerns by alerting clinically trained staff as needed. The specialist answers, returns, and screens calls and requests; collects and scans documentation and co-pays; checks clients in and out; and schedules and confirms appointments for outpatient Clinic and CCBHC programs. The specialist documents client communications in charts when appropriate and informs clinic leadership when client needs require follow-up. The position involves both remote and in-person work, with a flexible schedule that rotates to include some evening and weekend hours.

Requirements

A bachelor's degree in a related healthcare field or a minimum of two years of related work experience is preferred.
Ability to work well with others and as part of a team.
Ability to work autonomously as needed in a hybrid remote and in-person setting.
Experience working under pressure in a multitasking, fast-paced environment.
Ability to communicate effectively and appropriately with clients, potential clients, colleagues, supervisors, and other Jewish Board staff.
Strong attention to detail and organizational skills.
Excellent interpersonal skills.
Significant experience providing excellent customer service.
Ability to read data and documents, including spreadsheets, reports, and electronic health records, in print and on computer screens.
Ability to input data into an electronic health record.
Ability to speak clearly and hear spoken words well.
Ability to operate routine office equipment such as telephones and computers.
Ability to utilize near vision to read documents and data.

Nice To Haves

Bilingual ability.
Experience using an Electronic Health Record (EHR).
Computer literacy in Microsoft Office (Excel, Word, Outlook, and PowerPoint), Zoom, Microsoft Teams, Netsmart/myAvatar, Dayforce, NFocus, Avaya, and Tableau Dashboards.
Willingness to attend training to increase knowledge and learn the listed databases and programs.

Responsibilities

Professionally and cordially manage client interactions in person and by phone.
Notify appropriate parties of next steps, follow-up needs, or call outcomes so they are informed of services provided.
Document services in the client chart through an information note when appropriate or required.
Schedule new and follow-up appointments, confirming provider recommendations and appointment format.
Review appointment options in Avatar Scheduler, identify clients’ preferred communication methods, and contact clients to arrange appointments.
Confirm client availability and session format, provide the Main Reception Line number for appointment changes, and enter appointment information into the scheduler.
Send initial appointment confirmations using the client’s preferred communication method and record the reminder date in the scheduler notes.
Send the Clinic Office Manager the daily list of appointments scheduled at the beginning of each day.
Manage virtual clinic waiting rooms and communicate with clinic staff, therapists, and psychiatric providers about cancellations, no-shows, arrivals, timeliness, emergencies, schedule changes, and shift changes.
Check clients in for appointments, collect co-pays and documentation, and keep clients informed about delays and appointment timing.
Answer non-clinical and non-medical questions about clinic and other Jewish Board services.
As needed, return voicemails for other virtual clinics and answer incoming calls.
Check in and check out in-person clients at clinics.
Perform data entry, routine office administrative tasks, and program errands.
Perform other duties as assigned.