Behind the Scenes 

At Change, Inc., we like to think of ourselves as different, by choice! 

But what does that really mean? 

At the heart, it means having warm, strong, intelligent people (support staff) supporting warm, strong intelligent people (counselors) supporting warm, strong, intelligent people (clients).  When any one of these constructs is dislodged, injured, or even just struggling, we aren’t able to be as effective in any one area.

AClient Liaison

OVERVIEW: 

The Client Liaison is the single-most important non-clinical function at Change, Inc..  Serving as the first and primary in-person contact point for incoming clients, the Client Liaison literally sets the tone for the entire duration of treatment, and can make or break the on-boarding process.  Equally importantly, the Client Liaison is the first and primary contact point for all administrative, scheduling, and billing matters throughout the duration of treatment. 

IDEAL CANDIDATE: 

The person most ideally suited for the Client Liaison role has a mixed and highly nuanced skillset involving the ability to care/convey care for clients in verbal and written form, but also to be extremely detail-oriented and fact-specific in administration and logistics. 

WORKS ALONGSIDE/COACHED BY: 

• Senior Client Liaison

REPORTS TO: 

• Assistant Clinical Director
• Clinical Director
• Managing Director

SHIFT:

TASKS ASSOCIATED: 

PHONES

• Answering calls daily between the hours of 9am-5pm
• Returning all calls from the previous day that came in after 3pm or were not returned prior to the end of the day

ANSWERING EMAILS

• New clients inquiring about services
• Current clients rescheduling/scheduling
• Clinicians who need assistance with clients/work

BILLS

• Staying on top of clients who cards decline and need to pay
• Answering/routing questions regarding billing, sliding scale, insurance, or requests for refunds, or exceptions to policies
• Itemized receipts to clients as requested
• Routing requests for reimbursement documentation from clients to clinicians

CALENDAR

• Manage all appointments,
• Schedule initial sessions and reschedule/schedule current clients
• Ensure that dates, days, times, names, additional notes and price points are accurate 

CLINICIAN AIDE/MANAGEMENT

• Help scheduling clients
• Managing clinicians’ calendars – ensuring all proper information is input on a day to day basis both for forensic documentation and for your own work
• Compiling raw retention data (every 6 months)
• Maintaining referral log
• Maintaining call log
• Maintaining cancelation/reschedule log