Client Engagement Specialist

THE JEWISH BOARD; New York (NY); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in mental health services seeks a Client Engagement Specialist to join their dedicated team. This role involves managing client interactions, scheduling appointments, and ensuring seamless communication between clients and healthcare providers. The ideal candidate will thrive in a fast-paced environment, demonstrating exceptional customer service and organizational skills. Join a compassionate team that values diversity and inclusion while making a meaningful impact on the lives of New Yorkers. This is an exciting opportunity to contribute to a mission-driven organization that prioritizes community health and well-being.

Qualifications

• Experience in a fast-paced, multi-tasking environment.
• Ability to work autonomously and as part of a team.
• Bilingual preferred but not required.

Responsibilities

• Manage client interactions professionally and cordially.
• Schedule and confirm appointments for clients.
• Document client communications appropriately.

Skills

Customer Service

Communication Skills

Organizational Skills

Attention to Detail

Teamwork

Education

Bachelor's Degree in Healthcare or Related Field

Two Years of Related Work Experience

Tools

Electronic Health Record (EHR)

Microsoft Office Suite

Zoom

Microsoft Teams

Netsmart/myAvatar

Job description

For nearly 150 years, The Jewish Board has been delivering innovative, best-in-class mental and behavioral health services. We are unique in serving everyone from infants and their families, to children, teens, and adults. That adds up to countless opportunities to use your skills, training, and compassion to make a difference in the lives of over 45,000 New Yorkers each year.

LOCATION
5030 Broadway
New York, NY 10034, US

Make a bigger difference


PURPOSE:
The Jewish Board’s Community Behavioral Health treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.

PROGRAM DESCRIPTION:
The Client Engagement Specialist team is the front office, reception and scheduling team for The Jewish Board Outpatient Clinics and CCBHC programs. The team works closely with callers, referring agencies, and Jewish Board Clinic staff, therapists and psychiatric providers to ensure clients are getting care and services appropriate to their needs. The team is the main point of contact for existing clients and new clients receiving outpatient services at the Jewish Board, so an expertise in customer service is essential. Additionally, the team gathers sensitive information (e.g. PHI) as part of the front office, reception and scheduling process and appropriately responds to acute clinical/safety concerns that may be identified.

POSITION OVERVIEW:
The Client Engagement Specialist is responsible for answering, returning, & screening calls/requests, collecting and scanning documentation and co-pays as required, checking clients in/out as required, scheduling and confirming appointments made to the Jewish Board Main Reception Line (1-855-CLINIC-1) for outpatient Clinic and CCBHC programs and when clients call the clinic directly or visit the clinics in-person. Additionally, they will be responsible for scheduling appointments for existing clients assigned to these programs. The Client Engagement Specialist will ensure communication with clients is documented appropriately in the chart where necessary and/or make the clinic leadership aware of client needs where follow-up is needed by clinically trained program leadership, therapists or psychiatric providers
KEY ESSENTIAL FUNCTIONS:
• Professionally and cordially manage all interactions with clients whether in-person at the clinics or over the phone.
◦ Notify appropriate parties of any/all next steps or follow-up needed or of call outcome to ensure all parties informed of service provided to client(s)
◦ Document service provided via info note in client chart where appropriate or required.
• Schedule new (e.g. psych eval, med. management, individual psychotherapy, etc…) appointment(s) or follow-up appointment(s). When scheduling appointments, the Client Engagement Specialist will:
◦ Confirm provider’s recommendations for appointment and appointment format (e.g. telehealth versus in-person).
◦ Review appointment options in Avatar Scheduler
◦ Identify client’s preferred form of communication (e.g. phone call, email, text….)
◦ Outreach client to schedule next appointment
◦ Confirm client’s availability and session format (e.g. telehealth v in-person
◦ Provide client with the Jewish Board’s Main Reception Line (1-855-CLINIC-1) number to contact if appointment needs to change.
◦ Enter data into scheduler
◦ Send client initial confirmation of next appointment via client’s preferred form of communication
◦ Enter date of reminder sent into scheduler “notes” section
◦ Send Clinic Office Manager the daily list of daily appointments scheduled at the beginning of each day.
• Manage “virtual” clinic waiting rooms via format used by agency (e.g. zoom, Avatar nx) to:
◦ Communicate with clinic staff, therapists and psychiatric providers via Microsoft Teams, email, phone, text, zoom chat, etc… throughout shift to inform of:
Appointment cancellations
Appointment no shows
Client Arrivals
Appointment timeliness
Emergencies
Changes to schedules
Client Engagement Specialist Shift Change
• Communicate with Clients to:
◦ Check-in for appointment
◦ Collect co-pay / documentation
◦ Keep them informed and/or answer questions re:
Delays in start time
Early arrival/actual appointment time
Answer non-clinical/medical questions regarding 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:
• BA in related healthcare field or minimum two years 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 with providing excellent customer service
• Bilingual preferred but not required
• Work Flex schedule with rotation that includes some evening and weekend hours

COMPUTER SKILLS REQUIRED (List the computer skills needed):
• 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

VISUAL AND MANUAL DEXTERITY:
• Able to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens.
• Able to input data into the Electronic Health Record.
• Limited applications of manual dexterity and hand-eye coordination.

WORK ENVIRONMENT / PHYSICAL EFFORT
Physical Demands:
• Regularly required to speak clearly and hear the spoken word well.
• Regularly required to physically operate routine office equipment such as telephones, computers, etc.
• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens.
Work Environment:
• Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment.
• Hazards present are consistent with those common to an office, education, rehabilitation or health related environment.


We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.
This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.

The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year. We are unique in serving everyone from infants and their families to children, teens, and adults. We are proud to employ and serve people of all religions, races, cultural backgrounds, gender expressions, and sexual orientations. We are committed to building diverse, equitable, and inclusive teams to help support our mission, and we strongly encourage candidates from historically marginalized backgrounds to apply to work with us.

Our Values.

Our values help guide us in everything we do, from our relationships with fellow staff to the clients and communities we serve.

Treat every person
with dignity

We act with respect and caring towards our clients, colleagues, and communities.

Strive to
be outstanding

We are exceptional professionals in all that we do.

Embrace each
other’s differences

We create a fair and inclusive environment for all.

Engage individuals and families
as our partners

We heal our communities one person at a time through thoughtful collaboration.

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.