Client Care Coordinator

Description

DIVERSITY, EQUITY, INCLUSION, AND BELONGING AT COURAGEOUS HEALING 

Courageous Healing is committed to cultivating and preserving a culture of belonging and connectedness. We center these efforts around open dialogue, employee support, education and advocacy, and culturally centered care. In recruiting for our team, we welcome the unique contributions that you can bring. The collective sum of our individual differences, life experiences, knowledge, and self-expression lead to a better future for all. Achieving our mission of delivering culturally centered, trauma-informed, accessible mental health care in an authentic and safe environment starts with creating a workplace that represents people from all identities, experiences, abilities, and perspectives. 

ABOUT US 

Courageous Healing’s practice is conducted on an outpatient basis and is designed to accommodate clients experiencing disruptions in their ability to function daily. Through traditional talk therapy and trauma-based interventions like EMDR, our therapists help clients identify issues that cause emotional distress to improve their quality of life. Our therapists are trauma-informed, culturally responsive, and equipped to help clients navigate stress, anxiety, relationships, parenting, depression, addictions, eating, sleeping, trauma, anger, family conflicts, grief, self-esteem, and more. 

ABOUT THE ROLE 

The Client Care Coordinator focuses on facilitating an environment of warmth, safety, acceptance, and value for every person who engages with the company whether prospective or existing client, staff, volunteer, community or board member, and/or vendor. The Client Care Coordinator should demonstrate impeccable attention to detail, proactive thinking, and be able to come up with innovative ways to show hospitality to others. They should also be a strategic planner, a natural nurturer, and have a keen sense of anticipating “what will be needed” in planning events and experiences for staff, clients, and guests. 

The Client Care Coordinator should be able to multi-tasks, working on multiple projects and events simultaneously. They should also be able to provide crisis management support, conflict de-escalation, and problem resolution for clients and staff as needed. The Client Care Coordinator is essential to the harmony of the company culture and should work in tandem with the Executive Team to execute company goals and objectives with sensitivity to maintain the “feel” of the Courageous Healing brand. The Client Care Coordinator will be cross-trained in various areas to assist in providing coverage and support as needed. The Client Care Coordinator will report directly to the Clinical Operations Manager. 

Requirements

ORE AREAS OF RESPONSIBILITY Included but not limited to:
Business Operations Support 

• Maintaining clean office areas 
• Overall maintaining a professional environment 
• Collaborates with Executive Team on daily operational goals, events, and meetings ensuring that the details of “the experience” are accounted (i.e. supplies have been ordered in advance, invitations to the proper attendees have been sent in advance, documents are prepared, potential problems are anticipated and mitigated, etc.). 
• Providing timely, accurate, and complete reports as needed. 
• Assisting in preparation for Quarterly Board of Director Meetings. 
• Ordering needed supplies, taking inventory, making purchase requests, and tracking spending 
• Helping to maintain consistency in customer experience, company culture, facilities/environment, internal communication, and external communication in accordance with established brand standards. 
• Manage and escalate any client, staff, or vendor complaints that could negatively impact company brand, and working with the executive team to help streamline and resolve issues when possible. 
• Analyzing data and trends to provide strategic guidance to optimize service performance and improve overall client experience. 

Staff Support: 

• May provide support in training new hires in helping to understand and acclimate to company culture. 
• Ensuring resolution of significant service disruptions and issues through coordinating the collaboration of relevant members of cross-departmental teams to ensure client needs, brand standards, and key performance indicators are met. 
• Assisting with training and coaching team members in best practices and industry specific nuances to ensure client experience. 
• Ensuring that events and meetings held during and after-hours are well planned out and details are accounted for (i.e. coverage is in place, access to the building is set up, security measures are taken, etc.) <