Client Care Coordinator

Serenium Therapy & Wellness; Hackensack (NJ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health Insurance

PTO/Sick Time/Paid Holidays

401k options

Onboarding travel stipend

Job summary

Serenium Therapy & Wellness is seeking a dedicated Client Care Coordinator to manage a high volume of calls and deliver concierge-level service. You will guide clients through scheduling, insurance questions, and intake processes, ensuring every interaction is compassionate and effective.

In this role, you’ll collaborate with clinicians, billing teams, and leadership to resolve issues quickly while maintaining meticulous documentation.

Qualifications

• Experience in high-volume call environments.
• Ability to document and communicate clearly.
• Comfort with scheduling, insurance questions, and intake processes.
• Strong empathy with efficiency and care.
• Willingness to grow into leadership roles.

Responsibilities

• Serve as the first point of contact for prospective and existing clients.
• Handle a high volume of inbound and outbound calls while maintaining exceptional quality and empathy.
• Guide clients through scheduling, insurance questions, intake processes, and next steps with confidence and compassion.
• Conduct proactive outreach to ensure clients receive the support and follow-up they need.
• Deliver an experience that makes clients feel cared for from the very first interaction.
• Maintain accurate documentation and communication across systems and teams.
• Collaborate closely with clinicians, billing teams, and office leadership to solve problems quickly and effectively.
• Participate in quality assurance initiatives and consistently meet or exceed call quality standards and performance metrics.
• Identify opportunities to improve processes and client experiences.
• Support office growth initiatives and contribute positively to team culture.

Skills

Empathy

Communication

Calm under pressure

Problem solving

Ownership

Team collaboration

Growth mindset

Job description

Overview

Be the first voice people hear when they're looking for help- and the reason they choose to stay.

At Serenium, we believe exceptional client experiences start long before the first appointment. They begin with a conversation.

We're looking for a high-performing Client Care Coordinator who thrives in a fast-paced environment, loves helping people, and treats every interaction like it matters- because it does.

This isn't a traditional front desk role. This is for someone who can manage a high volume of calls while delivering concierge-level service, turning overwhelmed callers into supported clients and ensuring every person feels heard, valued, and cared for.

If you're energized by meaningful conversations, enjoy exceeding expectations, and want a clear path toward leadership and management, we want to meet you.

What You'll Do

• Serve as the first point of contact for prospective and existing clients.
• Handle a high volume of inbound and outbound calls while maintaining exceptional quality and empathy.
• Guide clients through scheduling, insurance questions, intake processes, and next steps with confidence and compassion.
• Conduct proactive outreach to ensure clients receive the support and follow-up they need.
• Deliver an experience that makes clients feel cared for from the very first interaction.
• Maintain accurate documentation and communication across systems and teams.
• Collaborate closely with clinicians, billing teams, and office leadership to solve problems quickly and effectively.
• Participate in quality assurance initiatives and consistently meet or exceed call quality standards and performance metrics.
• Identify opportunities to improve processes and client experiences.
• Support office growth initiatives and contribute positively to team culture.

What Makes You a Great Fit

• Love helping people and can balance empathy with efficiency.
• Thrive in a high-volume, high-performance environment.
• Naturally go above and beyond rather than settling for "good enough."
• Are motivated by goals, metrics, and personal growth.
• Communicate with warmth, professionalism, and confidence.
• Stay calm and organized even during busy periods.
• Take ownership of problems and enjoy finding solutions.
• View feedback and quality audits as opportunities to improve and excel.
• Bring positive energy to your team every day.
• Want more than just a job- you want a career.

Bonus Points If You Have

• Experience in healthcare, behavioral health, medical offices, or call center environments.
• Experience with quality assurance audits or call performance metrics.
• Scheduling, insurance verification, or patient intake experience.
• Experience managing multiple systems and priorities simultaneously.

Growth Opportunities

• Senior Client Care Coordinator
• Team Lead
• Assistant Manager
• Office Manager
• Regional or Operations Leadership positions

What Success Looks Like

• Clients consistently rave about their experience with you.
• You balance speed with service excellence.
• Your calls score highly on quality assurance reviews.
• You proactively solve problems before they become issues.
• You contribute to a culture of accountability, compassion, and growth.

Benefits

• Monday-Friday schedule
• Onboarding travel stipend
• PTO/Sick Time/Paid Holidays
• Health Insurance
• 401k options

If you're someone who wants to make an impact, build a career, and be part of a team that's changing lives every day, we'd love to hear from you!

Apply today and become the reason someone gets the help they need tomorrow.