Client Engagement Specialist

Safer Foundation; Chicago (IL); On-site; USD 38,000 - 48,000; Full time

Job summary

Safer Foundation seeks a Client Engagement Specialist to join an interdisciplinary team focused on client satisfaction and quality intake care. The role responds to calls and walk-ins, enters potential clients into Salesforce when needed, and directs calls to the appropriate program.

The specialist will uphold confidentiality and coordinate scheduling with leadership and assistants. The position requires strong customer service, de-escalation skills, and knowledge of behavioral health resources.

Qualifications

• High School Diploma required
• 2 years’ experience working with underserved populations
• HIPAA and 42 CFR Part 2 knowledge is preferred
• Experience in call center or customer service is a plus

Responsibilities

• Greet and treat all clients with respect and courtesy
• De-escalation and conflict resolution, ensure client needs are addressed
• Advocate for clients and troubleshoot concerns
• Sign-in walk-ins and maintain accurate entry logs
• Maintain confidentiality of client information
• Coordinate with the client engagement coordinator on client concerns
• Assist in scheduling and meeting room arrangements with the team
• Perform other duties as assigned
• Respond promptly to referrals and inquiries from potential clients
• Provide frontline customer service and assist with appointment scheduling
• Attend professional development or skill-building trainings
• Maintain HIPAA compliance and confidentiality in all records

Job description

General Summary:

The Client Engagement Specialist is a part of an interdisciplinary team prioritizing client satisfaction, providing quality intake care, and upholding Safer Foundation’s core values. The client engagement specialist will report to the client engagement coordinator. The client engagement specialist will be responsible for promptly responding to all incoming calls to the main number, responding to the needs of all walk-ins. When called upon by management, the client engagement specialist will be required to enter potential client’s information into Salesforce. The client engagement specialist will be responsible for handling all incoming calls and ensuring the calls are directed to the correct program.

Performance Results Description

The Position is properly performed when all essential duties and responsibilities are executed by following the Safer Values.

Exceeding Expectations, Communication and Collaboration, Integrity, and Evidence Based Innovation.

Essential Duties and Responsibilities:

Stakeholder Interface and Service

• Greet and treat all clients and guests with a high level of respect and courtesy.
• Skilled in de-escalation techniques and conflict resolution.
• Knowledgeable about behavioral health needs including substance use and mental health.
• Function as a client advocate by being proactive in addressing client needs and troubleshooting client concerns.
• For all walk-ins, ensure that all incoming individuals sign-in, to keep an accurate account of who’s entering the building.
• Uphold all confidentiality. Clients’ information can’t be discussed in an open forum.
• Communicate effectively with client engagement coordinator with all client concerns or inquiries.
• Support in scheduling/coordinating meeting rooms in collaboration with the executive assistant, client engagement coordinator, building manager, and/or leadership.
• Perform other duties as assigned.

Stakeholder Outreach and Recruitment

• Promptly respond to incoming referrals and inquiries from potential clients, referral sources, family, etc.
• Provides customer service to clients anticipating their needs and resolving their questions/concerns regarding their appointments.
• Perform other front desk duties as assigned by management.
• Attend all professional development and/or skill-building training as assigned.

Tracking, Document, and Reporting

• Maintain compliance with HIPAA, 42 CFR Part 2, and other privacy and confidentiality laws and regulations with respect to client’s protected information.

Required Knowledge, Skills and Abilities:

• Knowledge of customer service techniques.
• Ability to troubleshoot, and problem-solve
• Knowledgeable about resources in the community for formerly incarcerated individuals
• Knowledgeable about IDOC offender search and Cook County Sheriff Inmate Locator
• Skilled in active listening and conveying information to others effectively.
• Hands-on experience and self-sufficiency with Microsoft productivity tools, including Outlook (for email), Office (Word, PowerPoint, Excel), and online collaboration tools (video conferencing, Zoom/Teams, messaging).
• Previous experience documenting interactions, notes, and services in an electronic database system desired. Experience with Salesforce system is a plus.
• Adheres to professional values in alignment with Safer Foundation's missions and values.

Education and Experience:

• High School Diploma and 2 years’ experience working with underserved populations.
• Previous call center or customer service experience is a plus.
• Practical knowledge of HIPAA and 42 CFR Part 2

Licenses and or Certifications:

No Phone Calls Please

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans

Safer Foundation is a drug-free workplace.

www.saferfoundation.org