Client Engagement Specialist

About the role

The Jewish Board’s Community Behavioral Health treatment programs provide compassionate, high‑quality, evidence‑based services to individuals and families in the communities we serve. Staff use a culturally affirming, person‑centered approach to help individuals and their families develop skills and resources to improve overall functioning, instill hope, and strengthen resiliency. Programs work closely with community partners to address health disparities while celebrating the strengths and resilience of our communities.

The Client Engagement Specialist team serves as the front office, reception, and scheduling hub for The Jewish Board Outpatient Clinics and CCBHC programs. The team works closely with callers, referring agencies, and Jewish Board clinic staff, therapists, and psychiatric providers to ensure clients receive care and services appropriate to their needs. As the main point of contact for existing and new clients receiving outpatient services, expertise in customer service is essential. The team also gathers sensitive information (e.g., PHI) as part of the front‑office, reception, and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified.

The Client Engagement Specialist is responsible for answering, returning, and screening calls/requests; collecting and scanning documentation and co‑pays; checking clients in/out; scheduling and confirming appointments made to the Jewish Board Main Reception Line (1‑855‑CLINIC‑1) for outpatient Clinic and CCBHC programs, as well as direct clinic calls and in‑person visits. The role also includes scheduling follow‑up appointments for existing clients, documenting communication in the client chart, and alerting clinic leadership when clinically trained follow‑up is needed.

Responsibilities

• Professionally and cordially manage all interactions with clients, whether in‑person at the clinics or over the phone.
• Notify appropriate parties of next steps, follow‑up needed, or call outcomes to ensure all parties are informed of services provided.
• Document services provided via info note in the client chart where appropriate or required.
• Schedule new appointments (e.g., psych eval, medication management, individual psychotherapy) and follow‑up appointments.
• When scheduling appointments:
  • Confirm provider’s recommendations for appointment type and format (e.g., telehealth vs. in‑person).
  • Review appointment options in Avatar Scheduler.
  • Identify client’s preferred form of communication (phone, email, text, etc.).
  • Outreach to client to schedule next appointment.
  • Confirm client’s availability and session format.
  • Provide client with the Jewish Board’s Main Reception Line (1‑855‑CLINIC‑1) for changes.
  • Enter data into scheduler.
  • Send initial confirmation via client’s preferred communication method.
  • Enter date of reminder sent into scheduler “notes” section.
  • Send Clinic Office Manager the daily list of scheduled appointments at the beginning of each day.
• Manage “virtual” clinic waiting rooms (e.g., Zoom, Avatar nx) to:
  • Communicate with clinic staff, therapists, and psychiatric providers via Microsoft Teams, email, phone, text, Zoom chat, etc., throughout the shift regarding:
    • Appointment cancellations
    • Appointment no‑shows
    • Client arrivals
    • Appointment timeliness
    • Emergencies
    • Changes to schedules
    • Client Engagement Specialist shift changes
  • Communicate with clients to:
    • Check‑in for appointment
    • Collect co‑pay/documentation
    • Keep them informed and/or answer questions about delays in start time, early arrival/actual appointment time
    • Answer non‑clinical/medical questions regarding clinic services or other Jewish Board services
• As needed, assist with returning voicemails for other virtual clinics and incoming calls.
• Check in/check out in‑person clients at clinics.
• Perform data entry and handle routine office administrative tasks or program errands.
• Other duties as assigned.

Requirements

• BA in a related healthcare field or minimum two years related work experience 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 multi‑tasking, 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.
• Bilingual preferred but not required.
• Work a flexible schedule with rotation that includes some evening and weekend hours.

Skills

• Use of an Electronic Health Record (EHR).
• Computer literacy in:
  • Microsoft Office (Excel, Word, Outlook, PowerPoint)
  • Zoom
  • Microsoft Teams
  • Netsmart/myAvatar
  • Dayforce
  • NFocus
  • Avaya
  • Tableau Dashboards
• Willingness to attend trainings to increase knowledge and learn said databases and programs.

Physical Requirements

• Able to read data and documents, including spreadsheets, reports, and Electronic Health Records in printed form and on computer screens.
• Able to input data into the Electronic Health Record.
• Limited applications of manual dexterity and hand‑eye coordination.
• Regularly required to speak clearly and hear the spoken word well.
• Regularly required to physically operate routine office equipment such as telephones, computers, etc.
• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, reports, and Electronic Health Records in printed form and on computer screens.

Work Environment

• Noise level is consistent with levels usually present in an office, education, rehabilitation, or health‑related environment.
• Hazards present are consistent with those common to an office, education, rehabilitation, or health‑related environment.