Temporary 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 they 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 resiliency of the communities.

The Client Engagement Specialist team serves as the front office, reception, and scheduling team for The Jewish Board Outpatient Clinics and CCBHC programs. The team collaborates 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) and appropriately responds to acute clinical or safety concerns that may arise.

Responsibilities

• Answer, return, and screen calls/requests
• Collect and scan documentation and co-pays as required
• Check clients in/out as required
• Schedule and confirm appointments via the Jewish Board Main Reception Line (1-855-CLINIC-1) for outpatient Clinic and CCBHC programs, including when clients call directly or visit clinics in person
• Schedule appointments for existing clients assigned to these programs
• Ensure communication with clients is documented appropriately in the chart or escalate client needs to clinic leadership for follow-up by clinically trained program leadership, therapists, or psychiatric providers

Essential functions

• Professionally and cordially manage all client interactions, whether in-person or over the phone
• Notify appropriate parties of next steps, follow-up needs, or call outcomes to ensure all parties are informed
• Document services provided via an info note in the client chart where appropriate or required
• Schedule new appointments (e.g., psych eval, med management, individual psychotherapy) or follow-up appointments by:
  • Confirming provider recommendations for appointment type and format (e.g., telehealth vs. in-person)
  • Reviewing appointment options in Avatar Scheduler
  • Identifying client’s preferred form of communication (e.g., phone call, email, text)
  • Outreach to schedule the next appointment
  • Confirming client availability and session format (e.g., telehealth vs. in-person)
  • Providing the Jewish Board’s Main Reception Line (1-855-CLINIC-1) for appointment changes
  • Entering data into the scheduler
  • Sending initial appointment confirmation via client’s preferred communication method
  • Entering reminder date into scheduler “notes” section
  • Sending the Clinic Office Manager the daily list of scheduled appointments at the start of each day
• Manage virtual clinic waiting rooms using agency formats (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
    • Schedule changes
    • Shift changes
• Communicate with clients to:
  • Check in for appointments
  • Collect co-pays/documentation
  • Answer questions about delays, early arrivals, or actual appointment times
  • Provide information on clinic services or Jewish Board services other than clinic 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

• Bachelor’s degree in a related healthcare field or minimum two years of 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 flexible schedule with rotation that includes some evening and weekend hours

Computer skills required

• 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 demands and work environment

• Physical demands: Regularly required to speak clearly and hear the spoken word well; operate routine office equipment such as telephones and computers; utilize near vision to read data and documents, including spreadsheets, reports, and Electronic Health Records in printed form and on computer screens
• Manual dexterity: Able to read and input data into the Electronic Health Record; limited applications of manual dexterity and hand-eye coordination
• Work environment: Noise level consistent with an office, education, rehabilitation, or health-related environment; hazards consistent with such settings