Client Engagement Specialist

The Jewish Board•Staten Island, NY

21h

About The Position

The Client Engagement Specialist is part of the front-office, reception, and scheduling team for The Jewish Board’s Outpatient Clinics and CCBHC programs. The role is a primary point of contact for existing and prospective clients, referring agencies, clinic staff, therapists, and psychiatric providers. It supports compassionate, culturally affirming, person-centered behavioral health services by helping clients access care suited to their needs. The specialist answers, returns, and screens calls and requests; collects and scans required documentation and co-pays; checks clients in and out; and schedules and confirms appointments for outpatient Clinic and CCBHC programs. The role also schedules appointments for existing clients assigned to these programs. Client communications must be documented appropriately in client charts, and needs requiring clinical follow-up must be communicated to clinic leadership, therapists, or psychiatric providers. The position requires strong customer service, discretion when handling sensitive information such as PHI, and appropriate responses to identified acute clinical or safety concerns.

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 work setting.
Experience working under pressure in a multitasking, fast-paced environment.
Ability to communicate effectively and appropriately with clients, prospective 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 the Electronic Health Record.
Ability to speak clearly and hear spoken words well, and to operate routine office equipment such as telephones and computers.

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 about next steps, needed follow-up, and call outcomes so that relevant staff are informed.
Document services and communications in client charts when appropriate or required.
Schedule new and follow-up appointments, including psychiatric evaluations, medication management, and individual psychotherapy.
Confirm provider recommendations and appointment format, review appointment options in Avatar Scheduler, and identify clients’ preferred communication methods.
Contact clients to schedule appointments, confirm their availability and session format, and provide the Main Reception Line number for appointment changes.
Enter appointment information into the scheduler, send initial confirmations using clients’ preferred communication methods, and record reminder dates in scheduler notes.
Send the Clinic Office Manager the daily appointment list at the beginning of each day.
Manage virtual clinic waiting rooms using agency platforms and communicate with clinic staff and providers about cancellations, no-shows, arrivals, appointment timeliness, emergencies, schedule changes, and shift changes.
Check clients in for appointments, collect co-pays and documentation, and keep clients informed about delays, early arrivals, appointment times, and other non-clinical questions about clinic or Jewish Board services.
As needed, help return voicemails for other virtual clinics and respond to 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.