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Client Engagement Specialist
Safer Foundation
- Chicago, Illinois, United States
- Chicago, Illinois, United States
About
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 courtesySkilled in de-escalation techniques and conflict resolutionKnowledgeable 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 leadershipPerforms other duties as assigned
Stakeholder Outreach and Recruitment
Promptly respond to incoming referrals and inquiries from potential clients, referral sources, family, etcProvides customer service to clients anticipating their needs and resolving their questions/concerns regarding their appointmentsPerform other front desk duties as assigned by managementAttend 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 techniquesAbility to troubleshoot, and problem-solve Excellent verbal communication Excellent data entry skillsKnowledgeable about resources in the community for formerly incarcerated individualsKnowledgeable about IDOC offender search and Cook County Sheriff Inmate LocatorSkilled in active listening and conveying information to others effectivelyHands-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 plusAdheres to professional values in alignment with Safer Foundation's mission and values
Education and Experience:
High School Diploma and 2 years' experience working with underserved populationsPrevious call center or customer service experience is a plusPractical knowledge of HIPAA and 42 CFR Part 2
Licenses and or Certifications: none
Safer Foundation is a drug-free workplace
Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans
www.saferfoundation.org
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.
Languages
- English
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