Client Experience Specialist

The Client Experience Specialist is responsible for supporting the day-to-day operational and direct client care needs of Awkward Recovery. This role works closely with clients, families, the clinical team, admissions, operations, leadership, and partner programs to help ensure a smooth client experience and that services are delivered in accordance with Awkward Recovery expectations, policies, and procedures.

The Client Experience Specialist serves as a consistent point of support throughout the client experience, assisting with admissions, orientation, client engagement, facility operations, communication, documentation, and discharge planning.

• Support daily operational activities, including facility needs, client support, scheduling, and general program operations.
• Maintain a safe, supportive, organized, and professional environment for clients, staff, and visitors.
• Identify operational challenges or client experience concerns and communicate them promptly to the appropriate supervisor.
• Assist with data collection, tracking, and reporting related to program operations, client experience, and quality improvement.
• Support the use and maintenance of the client tracking systems and other operational technology.
• Assist with ordering and organizing necessary program supplies and equipment.
• Participate in regular staff meetings to communicate updates, address concerns, and support continuity of care.
• Assist the admissions team as needed, including answering admissions calls, conducting pre-screen assessments, setting up new client charts in the EHR (electronic health record), entering client information into tracking systems, scheduling initial sessions based on clinician availability, and communicating new admissions to the team.
• Conduct client and family orientations for new admissions, including reviewing Awkward Recovery programming, expectations, guidelines, services, schedules, and relevant policies.
• Meet with clients routinely to build rapport, assess their experience within the program, identify barriers to engagement, support discharge planning, and provide appropriate peer support.
• Communicate client concerns, changes in presentation, attendance issues, engagement barriers, or other significant information to the appropriate clinical or operational team member.
• Recognize and appropriately respond to mental health or substance-use-related crisis situations, utilize de-escalation skills within the scope of the role, immediately escalat
• Follow established emergency preparedness, crisis response, safety, and risk-management procedures.
• Maintain appropriate professional boundaries and client confidentiality in accordance with organizational policy and applicable regulations.
• Observe and follow the Awkward Recovery Policy & Procedure Manual.
• Complete additional duties as assigned based on organizational and program needs.

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving
  - Identifies and resolves problems in a timely manner;
  Gathers and analyzes information skillfully;
  Generates creative solutions;
  Uses intuition and experience to complement data;
  Works well in group problem solving situations;
  Uses reason even when dealing with difficult topics.
• Project Management
  - Demonstrates attention to detail;
  Communicates changes and progress;
  Manages project team activities;
  Designs work flows and procedures.
• Technical Skills
  - Assesses own strengths and weaknesses;
  Pursues training and development opportunities;
  Strives to continuously build knowledge and skills;
  Shares expertise with others.
• Customer Service
  - Manages difficult situations;
  Responds to requests for service and assistance;
  Meets commitments and all deadlines.
• Interpersonal Skills
  - Focuses on solving conflict;
  Maintains confidentiality;
  Maintains professionalism;
  Open-minded.
• Oral Communication
  - Speaks clearly and persuasively in positive or negative situations;
  Responds well to questions;
  Demonstrates group presentation skills;
  Participates in meetings.
• Written Communication
  - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Presents numerical data effectively;
  Able to read and interpret written information.
• Teamwork
  - Balances team and individual responsibilities;
  Exhibits objectivity and openness;
  Gives and receive feedback without detriment to teamwork;
  Contributes to building a positive team spirit;
  Able to build morale and group commitments to goals…