Client Services Program Administrator – Chatham Office

The Client Services Program Administrator serves as the primary intake and client engagement coordinator for assigned NHS programs. This role is responsible for managing the full intake lifecycle, ensuring accurate and timely data entry, maintaining audit-ready documentation, and supporting cross-departmental workflow execution. The position requires proficiency in internal systems (Microsoft Office Suite, Salesforce, Five9, Encompass, e-signature tools, ECM) and strict adherence to established program protocols and compliance requirements.

The Client Services Program Administrator will be responsible for managing calls, email, on-line and in-person inquiries and all daily program intake data as part of the client engagement process. This position will require an individual to demonstrate a proactive approach to work, striving to improve efficiency in how and when tasks are performed. The Client Services Program Administrator will make recommendations to the management team regarding adjustment of the program variables (e.g., team members, workflow, etc.)

to run at maximum efficiency. The Client Services Program Administrator will be courteous, responsive, and resourceful when interacting and following up with clients, as well as flexible in responding to their needs. This position will stay up to date on their role with assigned programs, program compliance requirements, and all NHS services, properly utilize internal systems to document client engagement, close out required milestones, and maintain accurate pipeline tracking.

Participate in ongoing training to maximize system efficiency and reporting accuracy.

• Develops a knowledge base of all NHS services, products, programs, and partnership initiatives.
• Utilizes established protocols to communicate the features, benefits and value of NHS programs and services clearly and concisely in a manner that encourages client engagement.
• Provides “first contact” information and respond to phone, email, mail and in‑person inquiries about all NHS services available, referrals, process for obtaining an appointment with a counselor or other NHS staff and registering for all classes and workshops from across NHS departments.
• Promptly responds to client questions and requests from program stakeholders. Works with clients to set up appointments and acquire the necessary signatures and documentation to ensure they meet the program eligibility requirements.
• Manages the intake and organization of authorizations and other documentation from clients for assigned programs.
• Directs and assists clients in entering their contact and financial information into the NHS’ client management system in a timely and accurate manner. Ensure all required information necessary for internal and external audits is included and checked for accuracy.
• Analyzes and ensures accuracy of data entered into Salesforce; if any discrepancies or errors are found, sends notification to the counselor or other NHS staff so the matter can be resolved and/or corrected.
• Maintains audit‑ready electronic and physical files in accordance with internal controls, funder requirements, and regulatory standards. Escalates documentation gaps or compliance concerns to leadership in a timely manner.
• Analyzes the client’s situation to determine next steps and provides the client with appropriate information and referrals.
• Demonstrates active listening and empathy while efficiently guiding clients through the client services process and the collection of relevant information.
• Conducts outbound call campaigns for programs as required.
• Generates correspondence to secure additional customer information to complete questionnaire forms or surveys for Client Services, referrals, outcome, and impact measurements.
• Collaborates with senior leadership and colleagues to coordinate and administer various programs across the HUB offices.
• Supports marketing and outreach initiatives and events as required; which may include assisting with event set‑up and being cross‑trained to facilitate specific workshops.
• Additional duties and tasks as required.

Success in this role will…