Client & Alumni Service Manager

Position Summary

The Client & Alumni Service Manager (CASM) plays a crucial role in coordinating admissions and alumni activities. They organize tours for potential clients, manage support groups and events for previous clients, manage medical records, explain financial obligations, and collaborate with clinical and non-clinical teams to ensure facility priorities are met. Their work focuses on excellence and precision.

Relationships and Contacts

Within the organization:  Initiates and maintains strong professional relationships with peers, immediate supervisor, and leadership throughout the organization.

Outside the organization:  Initiates and maintains strong professional relationships with clients and families, clinical providers, referral partners and vendors, as needed.

     Essential Responsibilities

1. Welcomes client, family, and referral sources on the day of admission and completes all admission paperwork as indicated, per admissions process.
2. Initiates process for collecting prepays due and perform follow up activity to ensure maximum collection is achieved prior to disengagement from services.
3. Monitors discharge activity to ensure the transition to a lower LOC is seamless and efficient.
4. Assists with clients’ transition to the PHP transitional housing by ensuring the program guidelines are reviewed, supplies are stocked, transportation is arranged as needed and routine wellness and environmental checks are completed.
5. Partners with leadership to facilitate the resolution of an issues that affect capacity and efficiency at the facility.
6. Creates and maintains a positive, caring relationship with executives, department leads, physicians, ancillary and support staff, other departments, and clients/families in both verbal and written communication.
7. Conducts facility tours in a warm and welcoming manner, provides a handoff to the clinical team.
8. Communicates with referents, client, and families appropriately and effectively.
9. Schedules and coordinates tour and communicates about all levels of care to potential clients, families, and referents.
10. Partners with the Executive Director and Clinical Director to ensure milieu safety and operational compliance.
11. Provides resources to assist therapists in discharge planning.
12. Completes medical records requests for current and former clients.
13. Educates staff, clients, family, and admissions of any updates to the alumni program.
14. Attends and/or leads all alumni groups and meetings weekly/monthly as directed by the supervisor.
15. Conducts meaningful exit interviews with each client discharging from the program.
16. Develops and implements all alumni events and activities quarterly, yearly, etc.
17. Sets calls and recalls in the database and place calls each morning; first day, 1W, 1M, 3M, 6M, 1 YR.
18. Documents outcome data measurements inside salesforce.
19. Requests and collects alumni testimonials and google reviews at time of discharge for marketing purposes.
20. Assists with alumni communication mediums including social media, blogs, location/company websites to ensure all information is current and engaging.
21. Recommends new ways to effectively engaging with alumni.
22. Reports monthly findings of all program exit interviews, conducts follow up activities, and makes recommendations on how to better support alumni community.
23. Maintains Alumni database to ensure all information is current, applicable, and releases are in place.
24. Utilizes supervisory and team feedback to improve performance, processes, and operational effectiveness.

Minimum Requirements

Education and Experience
Position requires a bachelor’s degree or equivalent in combined education and experience. Position 
requires a minimum of two (2) years experience in a behavioral healthcare setting, preferably with 
clients with eating disorders. Customer service experience with multitasking priorities, strongly preferred.

Physical Requirements
•  While performing the duties of this job, the employee will be required to communicate with 
peers, clients and/or vendors.
•  Job performance will require the ability to move throughout the building as well as participate 
in activities outdoors and off facility grounds.
•  Performs duties that require the employee to stand and walk for extended periods of 
time.
•  May sit or remain stationary for periods of time.
•  While performing the duties of this job, the employee may be required to talk or hear, sit, 
stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste, or smell.
•  Ability to move twenty-five pounds.

Additional Requirements
•  Position requires incumbent to have a valid driver’s license, vehicle insurance and acceptable 
driving record.
•  Clearance of criminal background, TB test, and any other mandatory state/federal 
requirements.
•  Current CPR and First Aid certification

Skill Competencies
•  Demonstrates excellent verbal and written communication skills.
•  Fosters teamwork and positive work environment
•  Demonstrates knowledge and experience with maintaining and securing medical records including 
HIPAA, Quality Assurance reviews and ROI consents.
•  Demonstrates strong customer service orientation and experience successfully resolving client 
and/or family questions or concerns.
•  Demonstrates experience maintaining accurate reports related to census, time, and attendance, 
etc.
•  Proficient with computer software applications including Outlook, Word, and use of standard 
office equipment. Advanced knowledge of Excel preferred.
•  Performs duties independently, responsibly and with an elevated level of integrity.
 

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