Team Lead of Client Experience

NorthKey Community Care is seeking a full-time Team Lead of Client Experience to serve NorthKey’s rural counties, including Grant, Pendleton, Owen, Gallatin, and Carroll. Work Location: Rural Counties (Grant, Pendleton, Owenton, Gallatin, Carrollton General work hours are Monday-Friday from 8:00 a.m. - 5:00 p.m. on-site at the Williamstown office, with travel to other offices as needed. 

PERKS & PAY

• Salary: 37,440.00 or $18 an hour. 
• Family and team-oriented work environment
• Paid Time Off (PTO) accrued each year of employment (Two weeks in the first year)
• 9 Paid Holidays
• Individual and family health insurance, individual life insurance policy, and other insurance plans offered
• HSA with Employer match up to $1000, depending on plan
• 401(k) with employer match
• Potential eligibility for Student Loan Forgiveness through the Public Service Loan Forgiveness Program
• Company-paid license reimbursement
• In-service training
• Professional liability coverage for clinical staff

QUALIFICATIONS

•  Associate degree preferred. High School diploma or equivalent required.
• Minimum 2 years of experience in a Customer Support position, preferably with NorthKey.
• Ability to multitask, prioritize, and manage time effectively.
• Supervisory experience preferred.
• Strong people skills, including phone contact and active listening skills.
• Ability to adapt and respond to different types of individual needs.
• Demonstrated ability to assume responsibilities and work independently

JOB DUTIES

• Provide front-line support and care coordination by managing inbound inquiries, processing patient documentation, verifying insurance and demographic information, and assisting with billing and benefits-related questions.
• Exercise strong judgment, prioritization, problem-solving, and decision-making skills to communicate with clients (including those who may be demanding or escalated).
• Prioritize client safety and well-being by identifying potential safety concerns, exercising sound judgment, and escalating issues appropriately to ensure clients receive the necessary level of support and care.
• Be an informational source for clients.
• Maintain a patient and empathetic attitude at all times.
• Schedule appointments.
• Collect payments and assist with sliding fee scale documents.
• Maintain professional, polite, and courteous communication through phone interactions
• Support staff and clients in a polite manner.
• Adhere to confidentiality in all matters about client information.
• Contributes to a culture of safety and quality by using data to support decision-making, improve services, and ensure positive outcomes.
• Works with clinical leaders and management teams to create a high-quality client experience

• Training, coaching, and managing Client Experience staff.
• Provide direct supervision of Client Experience staff at assigned location(s).
• Monitor workflows and coordinate staffing schedules to ensure adequate coverage.
• Monitor performance of assigned staff, including yearly and as-needed evaluations.
• Maintain regular contact with the Lead Manager of Client Experience regarding office activities and concerns.
• Consult with onsite and offsite staff as needed to promote a healthy and productive work environment.
• Provide Client Experience Specialist duties and backup coverage as needed.
• Other duties assigned by supervisor

In Relation to Administration

• Adhere responsibly to all NorthKey policies and procedures.
• Adhere to confidentiality in all matters pertaining to client information.
• Maximize efficiency and effective use of time in maintaining accurate and punctual time reporting.
• Attend internal meetings relating to responsibilities and duties.
• Maintain a professional and business-like manner in dealing with all internal staff, Board members, state and governmental staff, sub-contractors and vendors of NorthKey.
• Represent NorthKey in a professionally appropriate manner.

NORTHKEY COMMUNITY CARE - COMPANY OVERVIEW

Since 1966, NorthKey Community Care (NorthKey) has provided effective and efficient mental health, substance use, and developmental disabilities services to the Northern Kentucky region with the commitment to providing the right service, at the right time, and in the right place. With multiple convenient locations throughout the Northern Kentucky region (Kenton, Boone, Campbell, Grant, Carroll, Gallatin, Pendleton, and Owen counties), NorthKey offers a wide array of mental health, substance use, and developmental disabilities services unparalleled in the region. Come join the NorthKey team to help Transform Lives and Communities Through Excellence in Mental Health, Substance Use, and Developmental Disabilities services!