Client Care Navigator | Empathy-Driven Support Lead

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

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.