Client Experience Coordinator

Advantage Behavioral Health Network; New Jersey; On-site; USD 42,000 - 62,000; Full time

Job summary

Victory Bay Recovery Center in New Jersey is seeking a Client Experience Coordinator to strengthen client relationships and manage alumni engagement. The role emphasizes follow-up after medical advice, collaboration with clinical teams, and proactive outreach to improve patient outcomes.

The position requires flexible hours and the ability to work a mix of day, evening, and weekend shifts to maximize engagement and support continuity of care across programs.

Qualifications

• Experience in client services within healthcare or behavioral health is preferred.
• Ability to build rapport and maintain positive client relationships.
• Strong communication and interpersonal skills for diverse stakeholders.

Responsibilities

• Build meaningful relationships with clients across Victory Bay Recovery Center programs.
• Conduct AMA follow-up calls and actively address issues as they arise.
• Coordinate with admissions, clinical staff, and alumni relations to support client needs.
• Participate in meetings, huddles, and outreach activities to improve outcomes.

Skills

Relationship building

Client follow-up

Communication skills

Team collaboration

Adaptability

Job description

Job Description

Job Description

Title: CLIENT EXPERIENCE COORDINATOR

Reports to: CLIENT EXPERIENCE SUPERVISOR

General Description

The Client Experience Coordinator is responsible for relationship and rapport building with the clientele of

Victory Bay Recovery Center. Responsible for execution of alumni functions and against medical advice (AMA)

blocking.

Tasks & Responsibilities

A. Essential Duties

• Relationship building with clients of all Victory Bay Recovery Center programs
• Providing AMA follow-up phone calls
• Actively blocking AMA’s
• Spotting, delegating and/or addressing problems that occur in client experience in both Dignity Hall and Victory Bay
• Attends Clinical Meetings, and Huddles.
• Collaborate with Admissions and Clinical to assist in refer out process.
• Liaise with PRS Supervisor and Clinical Staff to ensure best client outcomes and communication of client needs
• On-Call/After-Hours Phone coverage and availability, as needed
• Maintain frequent communication with all alumni members
• Maintain and frequently update social networking presence, managing alumni Facebook page.
• Montior group attendance
• Provide needed support for clients as necessary.
• Organize and facilitate the monthly Alumni Meetings.
• Organize and facilitate quarterly community events.
• Organize and facilitate quarterly Alumni events
• Organize and distribute Alumni packages (jacket, coin, etc.)
• Liaise between departments as it relates to organizing alumni events or assisting alumni members with treatment.
• Works a mix of day, night and swing shift in order to make maximum contact with full census

B. Additional Duties

• Assists and covers other staff when necessary to maintain high productivity and efficiency in the department.
• As the company continues to grow, additional responsibilities that are essential for the department to be successful will be assigned accordingly.

C. Interpersonal Relations

• Create Meaningful Connections: Demonstrates ability to function effectively as a part of team. Uses outstanding oral and written communication with employees at all levels of the business for support and sharing of information.
• Take Accountability: Take constructive feedback and prevent discourse among our peers.
• Live in the Solution: Critically thinking should be the solution when problems arise. Having the ability to accepts constructive criticism well in an open and non-defensive manner. 4. Be Professional: Wear business casual attire (please see dress code policy).

Performance Standards & Measurement

• Compliance with essential and incidental duties; compliance with company policies and procedures.
• Compliance with state and federal laws and regulations applicable to the business.

Equipment, Tools & Machines

• Use of computer, telephone, and other office equipment such as a printer and fax.
• Use of company network and email domain.

Working Conditions

• Air conditioned and well-illuminated office environment and outdoor environment.
• May have several responsibilities at once. Interaction with others is constant and can be interruptive.
• Work may be stressful at times due to high level workflow.
• Availability to work flexible hours including weekends, holidays, and evenings as is required to comply with the purpose of the job and accommodate client needs.
• Participates in educational training, orientations, or compliance programs as needed to maintain competency.
• If you must leave your employment with our company, we request employees to give us at least 14 days resignation notice in writing.

Demands

• Enthusiastic self-starter operating with sustained energy and showing great initiative.
• Comfort working with a diverse base of support, including members, employers, providers, colleagues, community leaders, volunteers, non-profit organizations, vendors, etc.
• Excellent interpersonal and communication skills, including ability to read, write, spell in English legibly and without excessive grammatical or communication errors.
• Talk and hear both by person and by telephone; ability to speak clearly and effectively using proper grammar before patients, employees and business partners, among others.
• Excellent organizational skills.
• Accepts constructive criticism well in an open and non-defensive manner.
• Ability to manage conflicting prior