Client Experience Coordinator

About the Role

The Client Experience Coordinator builds relationships with the clientele of Victory Bay Recovery Center, executes alumni functions, and works to prevent clients from leaving against medical advice (AMA). This role involves a mix of day, night, and swing shifts to maximize contact with clients.

Responsibilities

• Build relationships with clients across all Victory Bay Recovery Center programs.
• Provide AMA follow-up phone calls and actively block AMA situations.
• Identify, delegate, or address client experience issues in Dignity Hall and Victory Bay.
• Attend clinical meetings and huddles.
• Collaborate with Admissions and Clinical teams to assist in the refer-out process.
• Liaise with PRS Supervisor and Clinical Staff to ensure optimal client outcomes and communication of client needs.
• Provide on-call/after-hours phone coverage as needed.
• Maintain frequent communication with alumni members.
• Update and manage the alumni Facebook page and social networking presence.
• Monitor group attendance and provide support to clients as necessary.
• Organize and facilitate monthly Alumni Meetings, quarterly community events, and quarterly Alumni events.
• Organize and distribute Alumni packages (e.g., jacket, coin).
• Liaise between departments for alumni events or assisting alumni members with treatment.
• Assist and cover for other staff to maintain departmental productivity and efficiency.
• Take on additional responsibilities as the company grows.

Interpersonal & Professional Expectations

• Create Meaningful Connections: Function effectively as part of a team with outstanding oral and written communication.
• Take Accountability: Accept constructive feedback and prevent discourse among peers.
• Live in the Solution: Use critical thinking to resolve problems and accept constructive criticism openly.
• Be Professional: Adhere to business casual attire (see dress code policy).

Key competencies include adaptability, customer service, decision-making, dependability, ethics, interpersonal skills, job knowledge, conflict management, organization, productivity, self-development, and teamwork.

Requirements

• High school diploma or equivalent.
• 2-4 years of experience working in a Drug & Alcohol Treatment Facility.
• Current CPR Certification (preferred).
• Narcan training (preferred).
• Crisis Prevention Institute Certification (within first 90 days of employment).
• Enthusiastic self-starter with sustained energy and initiative.
• Comfort working with a diverse base of support (clients, employers, providers, community leaders, etc.).
• Excellent interpersonal, communication, and organizational skills.
• Ability to manage conflicting priorities and work under pressure in a high-stress environment.
• Flexibility to work independently and handle multiple tasks/interruptions.
• Occasional lifting of up to 25 lbs (e.g., office supplies, event materials).
• Ability to sit, stand, or walk for extended periods.
• Strong computer skills, including Microsoft Office and Electronic Health Record software.

Working Conditions

• Air-conditioned and well-lit office environment, with some outdoor responsibilities.
• Constant interaction with others, which may be interruptive.
• Flexible hours, including weekends, holidays, and evenings to accommodate client needs.
• Participation in educational training, orientations, or compliance programs as needed.
• 14-day resignation notice requested if leaving employment.