POSITION PURPOSE:

The Family Care Coordinator serves as the dedicated, non-clinical point of contact for families and loved ones of clients receiving treatment at Guardian Recovery. This role exists to bridge the communication gap that occurs when clinical teams are actively engaged in patient care and unable to immediately address family inquiries. By providing a consistent, warm, and responsive presence, the Family Care Coordinator reduces family anxiety, strengthens trust in Guardian Recovery, and plays a critical role in supporting client retention across the continuum of care.

This position is housed within the Continuing Care department and functions as a strategic extension of the continuing care model. While traditional Continuing Care Representatives focus on guiding clients through transitions between levels of care, the Family Care Coordinator ensures families are informed, engaged, and positioned as allies throughout that same journey. A well-supported family is one of the most powerful drivers of a client’s willingness to step down through the continuum—from detoxification to residential treatment to outpatient services—rather than leaving care prematurely

POSITION REQUIREMENTS/QUALIFICATIONS

ED UCATION:

High School Diploma or equivalent. Bachelor's Degree preferred.

EXPERIENCE

Required

• Minimum of 2 years of experience in a client-facing, family-facing, or patient advocacy role, preferably within behavioral health, substance use disorder treatment, or healthcare.
• Demonstrated ability to communicate with empathy, clarity, and professionalism in high-stress, emotionally sensitive situations.
• Strong organizational skills with the ability to manage a high volume of family relationships and interactions simultaneously across multiple facilities.
• Proficiency with Salesforce, Kipu, or similar CRM and electronic health record (EHR) platforms.
• Understanding of HIPAA regulations and the ability to navigate confidentiality requirements when communicating with families.

Preffered

• Direct experience in behavioral health, addiction treatment, or mental health services.
• Familiarity with the continuum of care model (detoxification, residential, PHP/IOP, outpatient).
• Certified Family Peer Specialist, Certified Recovery Support Specialist, or similar credential.
• Experience implementing or managing Net Promoter Score (NPS) or patient/family satisfaction survey programs.
• Bilingual (English/Spanish) strongly preferred.

SPECIFIC AREAS OF RESPONSIBILITY TO POSITION:

Family Communication & Support

• Serve as the primary non-clinical point of contact for families and loved ones of active clients across all Guardian Recovery facilities.
• Proactively reach out to families within 24 hours of client admission to introduce the role, set expectations for communication cadence, and provide direct contact information.
• Respond to inbound family calls, texts, and emails in a timely manner, providing status updates, answering non-clinical questions, and triaging clinical inquiries to the appropriate care team member.
• Conduct regularly scheduled family check-in calls at key milestones throughout the client’s treatment journey (e.g., completion of detox, transition to residential, step-down to outpatient).

De-escalate family concerns empathy, professionalism, and clear communication, serving as 

• a calming resource during moments of heightened stress or uncertainty.

Continuing Care & Retention Support

• Partner closely with Continuing Care Representatives to align family engagement efforts with client transition planning across levels of care.
• Educate families on the continuum of care model—explaining what each level of care involves, why step-downs are clinically appropriate, and how continued treatment supports long-term recovery.
• Identify and address family-side objections or concerns that may contribute to a client leaving care against clinical advice (AMA/ACA).
• Coordinate with clinical and admissions teams to ensure family members are invited to participate in family programming, discharge planning, and alumni engagement opportunities.
• Track and document all family interactions in Salesforce (CRM) and coordinate with clinical documentation in Kipu (EMR) to ensure continuity and accountability.

Experience & Satisfaction Measurement

• Administer family satisfaction surveys at defined touchpoints (post-admission, mid-treatment, post-discharge) to capture real-time feedback on communication quality and overall experience.
• Monitor and report on family-facing Net Promoter Score (NPS) as a core performance indicator.
• Identify trends in family feedback and escalate systemic issues or recurring concerns to the Director of Continuing Care and facility leadership.
• Contribute to quarterly experience reports that correlate family engagement activity with client retention and step-down conversion rates.

Salary : $50,000 - $65,000