Client Support Coordinator (EST, Spanish/English Bilingual)

About the Company:

Octave is a modern behavioral health practice creating a new standard for care delivery that’s both high-quality and accessible. With in-person and virtual clinics in multiple states, the company offers evidence-based individual, couples, and family therapy, while pioneering relationships with payers to make care more affordable through insurance. By raising the bar on how care is delivered and how providers are supported, we are building a sustainable system that values equity, affordability, and effectiveness.

About the Role: 

The Client Support Coordinator is a crucial member of our Operations Support Team, advocating for clients to ensure they receive the support they need. This role interacts with clients daily managing correspondence, answering questions, and educating others about our services. This position also assists with preparing new clients for care, ensuring they are informed and set up for success. In essence, this person is the connection point between clients and the Octave system, all while demonstrating care, compassion, and competence.

Responsibilities Include:

• Manage client communications across various platforms in a timely, warm and efficient manner.
• Be a go-to resource for client education about Octave services.
• Assist with onboarding new clients for Octave services, including the completion of paperwork and collection of billing information.
• Responsible for the coordination, communication, and tracking of medical records requests.
• Collaborate with colleagues to explore innovative ways to streamline processes and meet service standard goals.
• Embody Octave’s mission to deliver extraordinary care in every interaction with clients and colleagues.

Required Qualification:

• Bilingual: Spanish-English

Preferred Qualifications:

• Minimum 1 year experience in a high touch customer service role.
• Minimum 2 years experience in an administrative role. Experience in healthcare is a plus.
• Experience with medical records and requests is a plus.
• Product management skills are a plus. 
• Strong attention to detail in a fast-paced environment.
• Excellent written and verbal communication skills.
• Track record of identifying and implementing process improvements.
• High comfort level multitasking between software systems.
• Open to performing tasks outside of your defined role with an eagerness to learn and grow.
• Ability to handle sticky or sensitive situations with discretion and care.

Octave's Company Values:

The below values drive our day-to-day operations.

• We’re human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We’re willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your ideas, and help make this company better.
• Partnership paves the path ahead. We don’t operate in a silo, internally or externally. To transform the system, we believe in working with others to create something bigger, better, and stronger.
• Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
• Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust – and always leave things better than we found them.
• There are people behind every data point. We recognize that numbers tell only one part of the story, and we also do the work to understand impacts at the individual level.

Physical Requirements:

• Able to work Monday to Friday 9am to 530pm EST with occasional weekend coverage to cover PTO.
• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to frequently communicate with others through virtual meeting applications such as Zoom and Google Meet. 
• Must be able to observe and communicate information on company provided laptop. 
• Move up to 10 pounds on occasion. 
• Must be eligible to work in the United States without sponsorship now or in the future.

Compensation:

Octave is committed to pay equity. To maintain our commitment to pay equity, Octave will follow Pay Transparency regulations on all open job postings.  Current Pay Transparency laws require companies