Client Experience Coordinator

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Position Title:

CLIENT EXPERIENCE COORDINATOR

Reports to:

CLIENT EXPERIENCE SUPERVISOR

Department:

PEER RECOVERY

Date:

2/19/2024

Category:

Exempt / Salary

Revised:

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.
• Monitor 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.
• Be Professional: Wear business casual attire (please see dress code policy).

Competencies

• Adaptability
• Customer Service
• Decision Making
• Dependability
• Ethics
• Interpersonal Skills
• Job Knowledge
• Conflict Management
• Organization Skills
• Productivity
• Self Development
• Teamwork

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 priorities. Ability to maintain a positive work ethic and a congenial attitude in the face of a high-pressure environment.
• Ability to function independently and with flexibility.
• Ability to work under pressure, handle multiple tasks and interruptions.
• Occasional lifting of moderately heavy office supplies; ability to lift supplies for community events, trade shows, conferences, and other marketing opportunities applicable to the organization; ability to lift, push or pull up to 25lbs.
• Ability to sit, stand, or walk for extended periods of time.
• Must have strong computer skills to meet Microsoft Office and Electronic Health Record software requirements.

Qualifications

Education:

• High school diploma or equivalent

Experience:

• 2-4 years' experience working in a Drug & Alcohol Treatment Facility.

Licenses and Certifications:

• Current CPR Certification, preferred.
• Narcan training, preferred.
• Crisis Prevention Institute Certification (Within first 90 days of employment)

Acknowledgement

The company provides equal employment opportunities to all employees for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below indicates the employee's understanding of the requirements, essential functions and duties of the position.

Employee Signature______________________________________ Date__________________