Client Services Representative & Alumni Coordinator

Who We Are:

Founded in 2001, Pasadena Villa has treated mental health conditions for all genders ages 18 and older, along with specialty residential programs for autistic clients. Our customized and compassionate care is provided in a therapeutic environment that promotes well-being, recovery, and personal motivation. There are multiple levels of care available at each of our Pasadena Villa locations, each providing the highest levels of care and support and the closest amount of supervision needed.

 

What We Offer:

• Team driven culture based on our 5 Star Service Commitment
• Multiple Development Pathways
• Company Supported Continuing Education & Certification
•  Multiple Health Plan Design Options Available
• Flexible Dental & Vision Plan Options
• 100% Company Paid EAP Emotional Well-Being Support
• 100% Company Paid Critical Illness (with health enrollment plan)
• 100% Company Paid Life & ADD
• 401K with Company Match
• Company-Sponsored HSA, FSA, & DSA Tax Savings Accounts
• Six Annual Paid Holidays Plus One Floating Holiday
• Generous Team Member Referral Program

 

How You Will Contribute:

The Client Service Representative aids the admissions process by coordinating tours and facilitating all admissions into all levels of care with potential clients, families, referral sources and treatment team. The Client Service Representative coordinates all initial admission paperwork appropriate for client’s level of care. The Client Service Representative are Patient Advocates of the facility, ensuring that all clients have their voices heard appropriately.

 

Relationships and Contacts

Within the organization: Initiates and maintains strong professional relationships with peers, immediate supervisor, and leadership throughout the organization.

Outside the organization: Initiates and maintains strong professional relationships with clients and families, clinical providers, referral partners and vendors, as needed.

 

Essential Responsibilities

1. Greets clients and guests in a warm and welcoming manner.
2.  Handles local payment collections and maintains necessary documentation.
3.  Engages client and family in preadmission phone call prior to client arrival. Explains what to expect, answers questions, and gives facility reminders.
4.  Welcomes client, family, and referral sources on the day of admission and completes all admission paperwork as indicated, per admissions process.
5.  Facilitates facility tours and provides a warm handoff to the clinical team.
6.  Communicates with referents, client, and families appropriately and effectively.
7.  Acts as the “concierge” ensuring the on-site admissions process proceeds smoothly, facilitating a positive entry into treatment for new clients.
8.  Makes initial contact to family/referents once client has arrived in treatment.
9.  Facilitates communications between centralized Admissions and facility staff as needed for each admission.
10.  Assists with the admissions process, creates client’s medical record, and provides new client orientation.
11.  Tracks and maintains a variety of reports in a timely and accurate manner.
12.  Supports all clients as the Patient Advocates of the facility, ensuring that all client voices are heard appropriately.
13.  Maintains up to date records of patient advocacy concerns.
14.  Supports the Case Manager and/or Therapists in discharge process, as needed.
15.  Facilitates client groups, as needed and requested.
16.  Supports Alumni Program by encouraging and promoting the Alumni Program among clients.
17.  Supports the clients by utilizing Against Medical/Therapeutic techniques.

 

Additional Responsibilities

1.  Assists with tasks associated with phone system and IT equipment utilizing help desk staff.
2.  Functions within the guidelines of the facility’s Code of Ethics and in accordance with corporate compliance.
3.  Reads, understands, adheres to, and models all company policy statements on ethics, conduct, and conflict of interests.
4.  Adapts to changes in the facility function, management styles, and facility routines.
5.  Maintains positive attitude and acts as a team player with others on the treatment team.
6.  Attends and completes all training within assigned time frames as required by the facility.
7.  Abides by all company policies and procedures.
8.  Understands and accurately communicates the services provided by company.
9.  Adjusts scheduled as needed to support client admission needs.
10.  Performs other duties and projects as assigned.

What We Are Seeking:

Education and Experience

Position requires Bachelor’s or equivalent in combined education and experience along with a minimum of three (3) years’ experience in case management, preferably within a behavioral health treatment setting.

Physical Requirements

• While performing the duties of this job, the employee will be required to communicate with peers/general public, clients and/or vendors
• Tolerant to various noise levels: noise level in the work environment varies – may be very quiet to moderate
• Job performance will require the ability to move throughout the building as well as sit or remain stationary for extended periods of time
• While performing the duties of this job, the employee may be required to talk or hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste or smell.
•  Ability to move up to 25 pounds

 

Additional Requirements

• Position requires incumbent to have a valid driver’s license and acceptable driving record.
• Clearance of criminal background, TB test, and any other mandatory state/federal requirements.
• Successful completion of Criminal Background Check through DBHDS, Background Investigation Unit, and VDSS Registry Searches.
• Current CPR and First Aid certification

Skill Competencies

• Demonstrates excellent verbal and written communication skills.
• Demonstrates the ability to foster teamwork and positive work environment.
• Demonstrates knowledge and experience with maintaining and securing medical records including HIPAA, Quality Assurance reviews and ROI consents.
• Demonstrates strong customer service orientation and experience successfully resolving client and/or family questions or concerns.
• Demonstrates experience maintaining accurate reports related to census, time, and attendance, etc.
• Demonstrates proficiency with computer software applications including Outlook, Word, and use of standard office equipment. Advanced knowledge of Excel preferred.
• Performs duties independently, responsibly and with an elevated level of integrity.

 

Pasadena Villa- The Grove provides equal employment opportunities without regard to race, color, creed, ancestry, national origin, ethnicity, sex, gender, sexual orientation, marital status, religion, age, disability, gender identity, genetic information, service in the military, or any other characteristic protected under applicable federal, state, or local law. Equal employment opportunity applies to all terms and conditions of employment. Pasadena Villa- The Grove reserves the rights to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. Reasonable accommodations may be made to reasonably accommodate qualified individuals with disabilities. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At-Will.”

 

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