Client Services Liaison

Friends For Life Corporation•Memphis, TN

4d•Onsite

About The Position

The Client Services Liaison serves as the first point of contact for clients and visitors, providing professional, courteous service while maintaining a clean, organized, and secure environment. This role is responsible for client check-in, data entry, accurate recordkeeping across multiple systems (e.g., Athena, CAREWare, Phreesia), and ensuring updated resource materials and registration information. The specialist collaborates with internal departments to support holistic client care, assists with data projects tied to grant requirements, and upholds the organization’s high standards of customer service.

Requirements

High school diploma or equivalent required.
Available to work Monday–Thursday, 8:30 a.m. – 5:00 p.m. and Friday, 8:30 a.m. – 4:00 p.m. at our main office location.
This position is fully onsite; a hybrid schedule is not available due to the responsibilities of the role.
A minimum of 2–3 years of experience in a medical office or healthcare setting is required.
Experience working with Electronic Medical Record (EMR) systems is required.
Strong computer skills with the ability to efficiently navigate the internet and accurately enter data into applicable systems.
Proficiency with Microsoft Office 365, including Outlook, SharePoint, Microsoft Teams, and Adobe Acrobat/Adobe Reader; experience using Zoom is required.
Ability to maintain confidential information and adhere to all Friends For All policies and procedures regarding the handling and sharing of financial information and Protected Health Information (PHI).
Knowledge of HIPAA guidelines and a commitment to maintaining patient confidentiality.
Must have a valid State Driver’s License, always provide proof of automobile insurance coverage to employer and have an automobile to be used daily.

Nice To Haves

Previous medical receptionist or front desk experience is strongly preferred.
Experience with systems such as Athena, Phreesia, or other comparable EMR platforms is preferred.
Fluency in Spanish is a plus.
Strong customer service and reception skills with the ability to create a welcoming and professional experience for patients, visitors, and staff.
Excellent verbal and written communication skills.
Ability to follow verbal and written instructions.
Strong strategic and critical thinking skills; self-starter who is goal-oriented and takes initiative.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to work with purpose, urgency, accuracy, and attention to detail in a fast-paced, deadline-driven environment.
Excellent organizational, multitasking, and time management skills.
Strong relationship-building skills with clients, visitors, community partners, and internal team members.

Responsibilities

Greeting clients, guests, and visitors; determine their purpose for the visit and direct them to the appropriate location.
Answer incoming calls in a professional and courteous manner, accurately transfer calls to the appropriate staff or department, and take clear, detailed messages when staff are unavailable. Ensure timely follow-up and maintain a high standard of customer service in all phone interactions.
Maintain an organized and clean work area/environment.
Make sure the lobby resource materials are updated with information pertaining to events, services provided at Friends For All and community partners.
Provide accurate and up-to-date organizational information for programs when responding to inquiries and ensure clear communication with clients, visitors, and internal staff.
Communicate to clients program eligibility requirements, processes, and needed documentation.
Identify clients that are restricted or suspended from the organization and promptly report them to the appropriate personnel to ensure a secure and compliant environment.
Input daily client check-in information into applicable systems.
Complete data entry projects as assigned to assist with grant requirements.
Collect and upload PHI into all applicable systems.
Ensure new Ryan White cards are scanned into the client’s chart.
Register new clients in the appropriate electronic medical records system (EMR).
Ensure client registration information is updated annually.
Complete proper, accurate, and timely documentation of services in writing and in Athena, CAREWare, Evaluation Web, Phreesia, and any other database, as required.
Manage a centralized log of clients who have been restricted or suspended, ensuring it is always current.
Managing all incoming and outgoing agency mail, including sorting, distributing, and ensuring timely delivery to the appropriate departments or staff members. Maintains an organized mail system, promptly notifies staff of received items, and ensures outgoing mail is prepared and dispatched according to agency procedures.
Provide direct, courteous, professional, and timely assistance to staff, clients, and community partners via phone, email, chat, or in person.
Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
Use critical thinking and creativity to find effective solutions to data management issues.
Collaborate closely with other departments—such as Medical Case Management, Behavioral Health, Dietetics, Housing, Clinical Services, and Linkage & Retention—to address client needs from a holistic approach.
Assist in training new team members and share the best practices for all assigned data systems.
Meet or exceed the Friends Way approach to customer service for both internal and external encounters.
Proactively identify areas for improvement in client data collection and system distribution processes and suggest actionable solutions.
Crosstrain on the REC duties.
Regular and predictable punctuality and attendance is required
Return all calls, emails and text in a timely manner.
Participate in weekly or biweekly coaching sessions with supervisor
Complete Performance Reviews and SMART GOALS
Participate in All Staff Meetings, In-Service Days and Mandatory Trainings
May need to travel in personal vehicle to meet staff, clients, or community partners at FFA locations or at other locations to meet the needs of the position.

Benefits

12 accrued vacation days per year
12 accrued sick days per year
14 paid holidays, including Your Birthday!
Flex Schedule may be available based on position after introductory period
Employer-sponsored health, dental, and vision insurance with two PPO medical and Dental plans.
401k program with up to 3% employer match starting immediately
Employer-paid basic life insurance valued at $50,000
Employer-paid Short-term disability
Voluntary Life and AD&D, Long-term disability
Flexible Spending Accounts for healthcare and dependent care
Student Loan Forgiveness Programs
Employee Assistance Program with in-person counseling options