Client Concierge - Substance Use & Mental Health

Job Description: Client Concierge Specialist

Position Summary:

The Client Concierge plays a vital role in creating a warm, welcoming, and supportive environment for clients and their families at our behavioral health treatment facility. This position serves as a personal point of contact from admission through the clients’ entire treatment experience and aftercare placement. The person in this role ensures that every patient feels cared for, understood, and guided through their recovery journey. The Client Concierge acts as a liaison between clients, families, clinical staff, and operational teams to deliver a seamless, high-touch experience rooted in compassion, professionalism, and patient-centered care.

Key Responsibilities:

Client Onboarding & Engagement:

• Greet clients and/or families upon arrival and provide a compassionate orientation to the facility and program.
• Serve as a consistent point of contact ensuring all questions are answered and concerns are addressed.
• Coordinates welcome packets, personal items, and room readiness prior to admission.
• Assist with intake logistics including facility tours, introductions to staff, and communication of daily schedules.
• Acts as a consistent liaison with the client’s family contacting the family within 24 hours of admission and as needed thereafter.
• The Client Concierge specialist is responsible for aiding Chief Marketing Officer with discharge planning and encouraging clients follow through with aftercare with established partners.

Client Intake

• The Client Concierge Specialist may assist with intakes ensuring they are thoroughly completed upon admission in accordance with the company standard.
• This includes completion of all intake forms, consent forms, insurance related forms, releases, etc.

Client Discharge Planning and Aftercare

• The Client Concierge specialist is responsible for aiding Chief Marketing Officer with discharge planning and encouraging clients follow through with aftercare with established partners.

Client Advocacy & Support:

• Maintain ongoing communication with clients throughout their stay to ensure comfort, satisfaction, and engagement in care.
• Identify and escalate any client or family concerns to the appropriate clinical or operational leadership in a timely and discreet manner.
• Support client participation in programming by addressing non-clinical barriers such as schedule confusion, basic needs, or emotional distress.

Family Liaison:

• Serves as a compassionate resource for families navigating the treatment process, providing updates and support as needed (with client consent).
• Acts as a consistent liaison with the client’s family contacting family within 24 hours of admission and as needed thereafter.

Operational & Administrative Support:

• Collaborate with clinical, medical, admissions, and housekeeping teams to ensure smooth transitions and quality client experiences.
• Participate in quality improvement initiatives related to client satisfaction and retention.

Qualifications:

Required:

• 1–2 years’ experience in client-facing roles such as hospitality, behavioral healthcare, or customer service.
• Excellent interpersonal and communication skills with a compassionate, trauma-informed approach.
• Ability to manage emotional situations with professionalism and empathy.
• Strong organizational and time-management skills.
• Valid driver’s license and ability to pass background and drug screening.

Preferred:

• Experience working in a substance use disorder (SUD) or mental health treatment setting.
• Knowledge of HIPAA and client confidentiality standards.

Work Environment:

• This role involves regular interaction with clients in a residential or clinical setting.
• May require evening or weekend coverage based on client needs.

Core Competencies:

• Empathy & Compassion – Approaches each client with warmth and nonjudgmental support.
• Professionalism – Maintains discretion, integrity, and calm in emotionally charged situations.
• Collaboration – Works effectively across departments to ensure cohesive care.
• Customer Experience – Understands the importance of first impressions and delivering consistent excellence in service.

Join our mission-driven team and help shape the recovery journey of every client through compassion, connection, and care.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Riverdale, GA 30274 (Preferred)

Ability to Relocate:

• Riverdale, GA 30274: Relocate before starting work (Preferred)

Work Location: In person

Salary : $50,000