Client Experience Coordinator

JOB SUMMARY:

The Client Services Coordinator works under the direction of the MAT Project Director to create a welcoming, supportive, and organized client experience at Echota Wellness Center. This position assists clients with navigating services, coordinating appointments and follow-up, and screening and applying for insurance coverage and other healthcare benefits. The Coordinator collaborates with clinical, medical, and administrative staff to address barriers to care, support continued engagement in treatment, and improve client satisfaction. This is a non-clinical position and does not provide therapy, clinical recommendations, or medical advice.

JOB DUTIES:

• Create a welcoming, respectful, and supportive client experience from initial contact through ongoing services.
• Assist clients with registration, paperwork, understanding clinic procedures, and navigating appointments and services.
• Screen clients for insurance and benefit eligibility; assist with applications, renewals, required documentation, and enrollment follow-up.
• Coordinate with billing and administrative staff to address coverage concerns and financial barriers to services.
• Monitor schedules, provide appointment reminders, assist with rescheduling, and follow up with clients needing re-engagement.
• Collaborate with clinical, medical, nursing, PRSS, and administrative staff to coordinate appointments, referrals, and continuity of services.
• Identify barriers to participation, including transportation, scheduling, and communication needs, and connect clients with appropriate assistance.
• Gather client feedback, help clients communicate concerns, and support improvements in client access and satisfaction.
• Maintain accurate documentation, protect confidentiality, and uphold professional boundaries.
• Refer clinical, medical, and safety concerns to appropriate staff; participate in required meetings and training and perform related duties as assigned.
• Perform other related duties as assigned by the MAT Project Director or designated leadership.

• High school diploma or GED.
• At least one year of experience in healthcare, human services, client services, benefits enrollment, or a related field.
• Strong communication, organizational, customer service, and follow-up skills.
• Ability to work respectfully with individuals from diverse backgrounds, including clients receiving mental health and substance use services.
• Ability to maintain accurate records, manage multiple responsibilities, and protect confidential information.
• Proficiency with computers and electronic documentation systems.
• Valid driver's license and ability to travel locally for outreach activities