Client Engagement Specialist

Make a bigger difference

At The Jewish Board, we don’t just make a difference – we make a bigger difference as we serve 45,000 New Yorkers every year. Join our dedicated team that’s been helping communities across New York City for almost 150 years and see just how big of a difference you can make.

Reasons you’ll love working with us:

• If you have a particular age range or population you’re interested in working with, you can find your niche here.  Our clients and staff are as diverse as the city we work in, and include people of all cultures, religions, races, gender expressions, and sexual orientations.

• We’re committed to supporting your career development by encouraging mobility and advancement across different program types and jobs. 

• With 70 locations throughout the five boroughs, you can work close to where you live. 

• Generous vacation time and 15 paid holidays will help you achieve a healthy work/life balance. 

• We offer an excellent benefits package with affordable, high-quality health and dental insurance with low co-pays. 

• You’ll receive ongoing support through high-quality supervision, specialized trainings from our Continuing Education team, and an education benefit. 

How you can make a bigger difference: 

The Jewish Board’s Community Behavioral Health treatment programs provide compassionate, high quality, evidence-based services to individuals and families in the communities we serve. Our staff use a culturally affirming, person-centered approach to help individuals and their families develop skills and resources to improve overall functioning, to instill hope, and to strengthen resiliency. Our programs work closely with community partners to address health disparities in our neighborhoods while also celebrating the strengths and resiliency of our communities.

KEY ESSENTIAL FUNCTIONS:

• Professionally and cordially manage all interactions with clients whether in-person at the clinics or over the phone.
• Notify appropriate parties of any/all next steps or follow-up needed or of call outcome to ensure all parties informed of service provided to client(s)
• Document service provided via info note in client chart where appropriate or required.
• Schedule new (e.g. psych eval, med. management, individual psychotherapy, etc…) appointment(s) or follow-up appointment(s).  When scheduling appointments, the Client Engagement Specialist will:
• Confirm provider’s recommendations for appointment and appointment format (e.g. telehealth versus in-person).
• Review appointment options in Avatar Scheduler
• Identify client’s preferred form of communication (e.g. phone call, email, text….)
• Outreach client to schedule next appointment
• Confirm client’s availability and session format (e.g. telehealth v in-person
• Provide client with the Jewish Board’s Main Reception Line (1-855-CLINIC-1) number to contact if appointment needs to change.
• Enter data into scheduler
• Send client initial confirmation of next appointment via client’s preferred form of communication
• Enter date of reminder sent into scheduler “notes” section
• Send Clinic Office Manager the daily list of daily appointments scheduled at the beginning of each day.
• Manage “virtual” clinic waiting rooms via format used by agency (e.g. zoom, Avatar nx) to:
• Communicate with clinic staff, therapists and psychiatric providers via Microsoft Teams, email, phone, text, zoom chat, etc… throughout shift to inform of:
• Appointment cancellations
• Appointment no shows
• Client Arrivals
• Appointment timeliness
• Emergencies
• Changes to schedules
• Client Engagement Specialist Shift Change
• Communicate with Clients to:
• Check-in for appointment
• Collect co-pay / documentation
• Keep them informed and/or answer questions re:
• Delays in start time
• Early arrival/actual appointment time
• Answer non-clinical/medical questions regarding clinic services or Jewish Board Services other than Clinic Services
• As needed, assist with returning voicemails for other virtual clinics and incoming calls
• Check in/check out in-person clients at clinics
• Perform data entry and handle routine office administrative tasks or program errands
• Other duties as assigned.

REQUIREMENTS:

• BA in related healthcare field or High School Diploma with a minimum of two years related work experience preferred
• Ability to work well with others and as part of a team
• Ability to work autonomously as needed in a hybrid (remote and in-person) work setting
• Experience working under pressure in a multi-tasking, fast paced environment
• Ability to communicate effectively and appropriately with clients, potential clients, colleagues, supervisors and other Jewish Board staff.
• Strong attention to detail and organizational skills
• Excellent interpersonal skills
• Significant experience with providing excellent customer service
• Bilingual preferred but not required
• Work Flex schedule with rotation that includes some evening and weekend hours

COMPUTER SKILLS REQUIRED (List the computer skills needed):

• Use of an Electronic Health Record (EHR)
• Computer literacy in:
• Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Zoom
• Microsoft Teams
• Netsmart/myAvatar
• Dayforce
• NFocus
• Avaya
• Tableau Dashboards
• Willingness to attend trainings to increase knowledge and learn said databases and programs

VISUAL AND MANUAL DEXTERITY:

• Able to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens.
• Able to input data into the Electronic Health Record.
• Limited applications of manual dexterity and hand-eye coordination.

WORK ENVIRONMENT / PHYSICAL EFFORT

Physical Demands:

• Regularly required to speak clearly and hear the spoken word well.
• Regularly required to physically operate routine office equipment such as telephones, computers, etc.
• Regularly required to utilize near vision ability and to read data and documents, including spreadsheets, reports and Electronic Health Records in printed form and on computer screens.

Work Environment:

• Noise level is consistent with levels usually present in an office, education, rehabilitation or health related environment.
• Hazards present are consistent with those common to an office, education, rehabilitation or health related environment.

If you join us, you’ll have these great benefits:

• Generous vacation time, in addition to paid agency holidays and 15 sick days
• Affordable and high-quality medical/dental/vision plans 
• Tuition assistance and educational loan forgiveness
• Free continuing education opportunities 
• 403(b) retirement benefits and a pension
• Flexible spending accounts for health and transportation 
• 24/7 Accessible Employee Assistance Program  
• Life and disability insurance 
• Diversity, equity, and inclusion working groups that are available for you to join, including Confronting Structural Racism (COR), Coalition Against Anti-Semitism (CAAS), and the LGBTQ Steering Committee 

Who we are:

The Jewish Board delivers innovative, high-quality, and compassionate mental health and social services to over 45,000 New Yorkers each year. We are unique in serving everyone from infants and their families to children, teens, and adults. We are proud to employ and serve people of all religions, races, cultural backgrounds, gender expressions, and sexual orientations. We are committed to building diverse, equitable, and inclusive teams to help support our mission, and we strongly encourage candidates from historically marginalized backgrounds to apply to work with us. 

More on Equal Opportunity:

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, alienage, citizenship status, age, disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, partnership status, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

This applies with respect to recruiting, hiring, placement, promotion, transfer, training, compensation, termination, assignments, benefits, employee activities, access to facilities and programs, and all other terms and condition of employment as well as general treatment during employment.

 We will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities, without regard to any protected classifications, unless the accommodation would impose an undue hardship on the operation of our business. Any employees who need assistance to perform their job duties because of a physical or mental condition should contact human resources.