Job Description

The Client Care Coordinator will oversee the comprehensive care and transition of clients within South Coast programs or to community partners as required. This role requires a high level of centralized oversight, ensuring effective coordination among internal programs and with external agencies. The Client Care Coordinator is responsible for managing initial client interactions, delivering exceptional customer service, and facilitating seamless client experiences throughout their engagement with the Agency.

GENERAL REQUIREMENTS:

Education/Experience

1. High school diploma or equivalent.
2. Office administration experience.
3. Office Operation experience.
4. Experience with managing Medi-Cal billing preferred.
5. Excellent working knowledge of MyEvolve EHR.

Licensure, Registration, Certification

1. Valid CA driver’s license and proof of automobile insurance.
2. Completion of CPR/First Aid/ProACT certification within the first thirty (30) days of employment.

JOB DUTIES & RESPONSIBILITIES:

• Manage and process referral requests from various sources, including departments within the County of San Bernardino, unified school districts, and self-referrals.
• Answer phone calls and skillfully manage all inquiries, complaints, and/or client concerns
• Schedule client appointments with relevant service providers, ensuring availability and coordinating with client schedules.
• Ensure seamless communication with client transitions between programs, (both within SCCS and to external programs) by tracking necessary interactions.
• Effectively manage crises situations, including identifying clients who have recently experienced a crisis and facilitate connections to CIS as needed.
• Utilize triage results to assess and identify the most appropriate programs for referred clients.
• Identify clients at risk of losing their Medi-Cal status and initiate assistance to ensure continued eligibility and active Medi-Cal coverage whenever possible.
• Adhere to all HIPAA and agency standards for client interactions, communications, and documentation

Requirements

JOB SPECIFIC COMPETENCIES

Job Knowledge and Skill Application

• Demonstrates a thorough understanding of knowledge specific to practices and concepts associated with job function. Seeks out and effectively utilizes available resources when completing work assignments. Works within available guidelines, approaches and policies but can adapt methods depending on the outcome desired.

CORE COMPETENCIES

Organizational Core Competencies: Reflect foundational skills desirable for professionals engaging in the practice, education, and research of social services. The Organizational Core Competencies are integrated into curricula for education and training; provide a reference for developing social service courses, and serve as a baseline for sets of discipline-specific competencies.

Attendance and Reliability

• Meeting expectations in the Attendance and Reliability competency encompasses consistent and punctual attendance and a dependable approach to fulfilling professional responsibilities. This is further demonstrated by adhering to scheduled shifts, appointments, meetings, and other work-related obligations, minimizing unscheduled absences, and adjusting work schedule to accommodate program need.

Collaboration and Teamwork – Admin

• Meeting expectation in Collaboration and Teamwork encompasses cooperation, collaboration and partnerships with other team members, departments, and external partners. Responds positively to instructions and procedures, including changes. Able to work well with staff, co-workers, peers, managers and direct supervisor within the department, across programs and other functional departments. Sets a tone of cooperation, builds positive relationships, and shares critical information with their supervisor.

Interpersonal Communication Skills

• Meeting expectations in Interpersonal Communication Skills focuses on establishing rapport quickly, assessing and addressing client’s needs, soliciting and using input from team members and outside agencies, communicating data and information, and facilitating communications among outside agencies and other stakeholders. Communications are clear, concise, respectful, effective, and timely. Exhibits ability to monitor tone, facial expression, and body language in all professional interactions.

Quality of Care

• Quality of Care encompasses the ability to consistently deliver work and client care of exceptional quality while ensuring precision, thoroughness, and adherence to established standards and procedures. This competency is essential in maintaining the integrity and effectiveness of organizational processes and services and ensuring clients and customers are receiving the best level of care and customer service possible.

Efficiency, Time Management, and Organization - Admin

• Meeting Expectations in Efficiency, Time Management and Organizational skills encompass the ability to take responsibility for one’s performance by spending time appropriately distributed to ensure that all tasks are completed. Organizes and prioritizes assignments to ensure that newly emerging, urgent issues are resolved, while not losing sight of longer-term goals.

Cultural Competency

• Meeting expectations in Cultural Competency encompasses awareness of personal cultural biases and assumptions, as well as the cultural backgrounds of clients. Staff respect and value the diversity of their clients and colleagues, including their beliefs, values, traditions, and customs. They recognize that there is no one-size-fits-all approach to mental health and tailor their interventions accordingly.

Professional Development

• Meeting expectations in Professional Development consists of demonstrating commitment to continuous learning, skills improvement, and ability to adapt to changes in standards of practice in the field. Participate in both required and voluntary trainings that contribute to professional growth.

Alignment to SCCS Principles and Values

• Meeting expectations in this category consists of upholding integrity, respecting others, maintaining a positive attitude, and being empathetic towards both colleagues, clients and customers.

PHYSICAL REQUIREMENTS:

• Ability to drive a motor vehicle without restrictions. The position requires about 5-10% of travel time per week.
• Senses of vision, hearing and smell sufficient to regularly operate a motor vehicle, to visualize threats in the environment or risks to clients, and to operate safely in the field.
• Required to occasionally lift and carry 10-20 pounds.
• Regularly required to sit, stand, climb stairs (1 or more flights).
• Regularly required to sit and use computer in office settings.

Management reserves the right to add, change, delete or rescind duties or responsibilities of positions within the job classification at any time.