Client Services Coordinator
This position will coordinate and provide outstanding initial experience for clients accessing Continuum’s services.
• Engage clients that call in for EAP services by guiding them through the process of the resources available to them.
• Monitor Chat and email requests for services.
• Obtain demographic information for each client, assuring all scheduling details are followed, and enter the relevant information in EAP Expert. Collect all required information and set up appropriate resources. This can be done via phone, email, or chat.
-Schedule with staff counselors
-Arrange for services with affiliate counselors.
-Provide warm transfer for Legal services.
-Set up wellness coaching services with affiliated wellness coaches.
-Sort financial concerns and determine if need MSA or in-house financial support.
-Offer resources that can be used at the time of the call
-Locate appropriate resources as appropriate
• Provide text reminders to clients of appointment times with staff counselors.
• Updox form management
• Reschedule clients as needed.
• Engagement survey- management of the analytics
• Coordinate with affiliate providers to provide high quality services to our clients.
-Timely outreach to providers to make sure they can see our clients
-Follow up with client to make sure they were able to connect with provider.
-Manage the case and make sure information is reported in a timely manner.
-Address concerns with services received from any providers and trouble shoot.
-Follow up with client and/or provider regarding case status and satisfaction
-Monitor completion of files and timely closing of cases.
-Maintain client files and any other written information identifying clients in a confidential manner that corresponds with Continuum’s policy, state law and ethical guidelines
-Enter provider sessions and scan documents for those sessions, approve for payment
• Answering calls: taking accurate information and directing calls correctly, using good judgement and developing rapport with regular company callers.
• Greeting Incoming Clients: pleasant greeting and appropriate interactions with clients
• Manage the provider panel.
-Monitor our provider panel and be proactive in make sure of availability
-Sort when need to utilize Lincoln providers to help with staff overload
-Sort when to schedule clients for virtual services
-Locate new providers as needed.
-Manage the credentialing of current providers
-Develop Quality Standards for the provider panel
-Update provider information-such as licenses etc.
-Develop working relationships with providers
-Develop resources for providers such as newsletters, thank you notes, CEU opportunities.
40 hour position 8-5 M-F
Salary Range 48,000-58,000 depending on education and experience
Strong preference for a minimum of a bachelor's degree in psychology, social work or human development/human services.
