Client Experience Specialist for a Mental Health Firm in the US

We are looking for an enthusiastic and dedicated client experience specialist to enhance our client experiences. You will be tracking all points of client engagement, addressing client queries, verifying insurance coverage, and identifying ways to improve our customer services.

To ensure success as a client experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in the mental health industry. A top-notch client experience specialist will be someone whose expertise results in excellent client relationship management and a positive brand image.


Client Experience Specialist Responsibilities:
- Tracking client experiences across email and phone.
- Collaborating with the local office manager, as well as the project manager and marketing team to enhance customer services and brand awareness.
- Aligning client experience strategies with marketing initiatives as well as informing clients about clinicians' schedules, Insurance updates, and company announcements.
- Identifying client needs and taking proactive steps to maintain positive experiences.
- Responding to client queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Analyzing client feedback on every end of the sessions as well as preparing reports weekly.
- Documenting processes and logging technical issues and client compliments and complaints.
- Other Ad-hoc tasks


ABOUT YOU:

For this position, you must possess the following qualities to be successful:

Client Experience Specialist Requirements:
- A bachelor's degree in psychology, marketing, communications, business management, or any related course.
- At least 2 years of experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting client experience information.
- Basic knowledge of online customer engagement platforms and channels like TherapyNotes and Grasshopper.
- Proficiency in several Google Software like Google Sheets, Google Docs, Google Slides, and Google Forms.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
- Familiar with Email Marketing Tools like Mailchimp and ActiveCampaign.
- Basic graphics editing experience in Canva
- Comfortable speaking with locals (mostly African American) preferred but not required
- Medical Insurance Experience is a Bonus!

ABOUT ME:

Here are a few things you should know about me:

I am a marriage and family therapist who owns a group practice and is looking to add additional products to my clients that include: YouTube videos, podcasts, planners, online courses, newsletters, etc. We have 2 clinicians within the practice with me. I also have 2 absolutely amazing VAs. I would love to have you join us and contribute to our company!

I expect those around me to communicate concerns, challenges, and points, in general.
I am very loyal to my employees & treat them with respect.
I give bonuses for doing a good job (If the business makes money, you should too!)
You can learn more about me here: Upgrade to see actual info

HOW TO APPLY:

If you are interested in this position and believe you have the qualities listed above to be successful, please complete this Form:

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SUBJECT LINE TYPE: “Client Experience Specialist application has been submitted”

In the first paragraph, tell me why you want this job.

Once you submit your responses, I will respond within 48 hours.

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Congratulations you made it to the end! I look forward to learning more about you.

This is an ongoing position. I want to work with you for years, not weeks.