The Client Care Coordinator is responsible for representing Family Therapy Associates with professionalism both in person, by phone and through email. The Client Care Coordinator will provide support for team members at Family Therapy Associates and both new and existing clients.

Major Areas of Responsibility:

• Answer main phone lines including scheduling appointments, taking new intakes, and transferring calls to providers or other extensions as appropriate. Return any voicemails received on the main phone line as soon as possible.

• Complete all processes related to a new client (intake) beginning services at the agency including but not limited to obtaining required intake information, scheduling the initial appointment, coordinate with billing specialist related to benefits verification and notes related to such, obtaining signed intake forms, obtaining autopay forms as appropriate and logging on the weekly intake tracking spreadsheet.

• Facilitate client signatures necessary for treatment via DocuSign including following up with clients should signed forms not be returned.

• Respond to appointment requests made via email as soon as possible to offer services.

• Greet clients upon arrival to the clinic location. Check in clients to their appointment in the EHR system.

• Collect co-payments, past due balances, pay same day rate payments and other payments due when clients check in for services.

• Complete reminder calls for upcoming client appointments.

• Participate in meetings with the administrative team, supervisor(s), owner(s) or as scheduled.

• Scan clinical documents into client charts in a timely manner.

• Serve as a proponent of FTA’s values, policies and procedures in effort to promote unity among staff and a healthy work environment.

• Report any and all misconduct or questionably unethical conduct to the supervisor within 24 hours.

• Participate in supporting office morale including communicating needs or ideas related to office manager and/or supervisor.

• Maintain adherence to all ethical and professional standards including but not limited to state statutes, clinical licensing boards, codes of ethics, clinic policies and procedures, employee handbook and clinic manual as well as any policy or procedural changes implemented during employment.

• Adhere to all clinic policies and practices including but not limited to those outlined in new hire orientation, the employee handbook, and the clinic manual.

• Provide backup for other administrative positions as requested should they be out of the office.

• Facilitate decisions requiring immediate attention in the best interest of the clinic should supervisor(s) be unavailable.

• Employee will be required to work at a competitive pace and persistent expectations of a light duty/sedentary requirement as defined by the social security administration.

• Maintain a safe and clean environment as it relates to the lobby as applicable.

• Respond to client complaints with empathy and explain grievance procedures as appropriate when a complaint cannot be resolved at the administrative, Site Lead or Clinical Supervisor level and needs further intervention.

• Perform other duties as assigned.

Required Education, Skills and Abilities:

• Hold a minimum of a high school diploma.

• Ability to engage clients at the beginning and during a phone call.

• Ability to multitask and prioritize a multitude of tasks.

• Ability to respond to clients with empathy, understanding that obtaining mental health services can be a difficult step for many clients.

• Ability to maintain accurate and timely documentation of interactions with clients.

• Ability to maintain professional boundaries and conduct as well as a high standard of ethics.

• Skill in maintaining calm and supportive responses with individuals/families in crisis or escalated for other reasons.

• Ability to communicate effectively including clear, timely and respectful correspondence.

• Skill in working independently and implementing time management strategies.

• Ability to receive and implement feedback.

• Ability to provide necessary self-care.

• Ability to demonstrate positive interactions and collaboration with others.

• Awareness of personal strengths and areas of growth.

Conclusion: This job description is intended to convey information essential to understanding the scope, general nature, and level of work performed by job holders within this job but is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position

Please note: Initial training will be conducted in New Richmond, WI