Coordinator of Client Experience (54136)

LIFESKILLS GROUP•Bowling Green, KY

1d•$40,000 - $41,300•Hybrid

About The Position

Responsible for designing, implementing, and overseeing systematic processes to measure and assess client satisfaction, collect meaningful feedback from service recipients, families, youth/guardians, and other stakeholders, and drive data-informed improvements in service delivery. This role supports CCBHC commitment to person-centered, recovery-oriented care and contributes directly to required quality measures, including the Mental Health Statistics Improvement Project (MHSIP) and Youth Services Survey for Families (YSSF), as well as broader continuous quality improvement initiatives.

Requirements

Bachelor’s degree in social work, psychology, public health, healthcare administration, or related field (master’s degree preferred).
Minimum of 2-3 years of experience in quality improvement, program evaluation, customer/client satisfaction measurement, or a related role, preferably in behavioral health.
Position will be expected to provide data analytics and reporting utilizing common tools such as Excel.
Position will be expected to competently demonstrate skills in facilitation, public speaking, and stakeholder engagement.

Nice To Haves

Master's degree

Responsibilities

Lead the administration, collection, and analysis of client and stakeholder satisfaction/feedback mechanisms, including standardized tools such as the MHSIP and YSSF, ensuring compliance with SAMHSA CCBHC requirements.
Develop and implement additional feedback collection methods, such as focus groups, interviews, suggestion boxes, real-time surveys, comment cards, and exit interviews, tailored to diverse client populations.
Obtain regular input into client perception of care by facilitating the Consumer/Family Advisory Council (CFAC).
Analyze quantitative and qualitative feedback data (including input from the client grievance process) on a regular basis to identify trends, strengths, areas for improvement, and disparities.
Prepare actionable reports and presentations on client experience metrics and insights for leadership, clinical teams, quality committees, and external stakeholders.
Collaborate with clinical, administrative, and quality improvement teams to translate feedback into specific performance improvement projects, policy/procedure updates, staff training recommendations, and service enhancements.
Serve as a champion for client voice within the organization by facilitating client advisory councils, peer input groups, or other mechanisms for ongoing stakeholder engagement.
Track and report on client experience-related key performance indicators and contribute to the organization’s annual Continuous Quality Improvement Plan.
Ensure feedback processes are trauma-informed, culturally responsive, accessible, and protect client confidentiality and rights in accordance with HIPAA and ethical standards.
Coordinate with external partners to solicit broader input on service coordination and experience.
Stay current on best practices in behavioral health client experience, satisfaction measurement, and recovery-oriented systems of care.