Client Support Expert

Client Support Expert

Location: Wheaton, IL

Work Setting: Onsite

At Blue Kite Wellness, we are committed to providing accessible, compassionate, individualized, and holistic mental health services to children, teens, and families. We strive to deliver high-quality, community-based care that meets families where they are and supports meaningful, lasting change.

• Meaningful Work:
  Make a direct difference in the lives of children and families in your community.
• Consistent Scheduling:
  Predictable hours and structured scheduling support work-life balance while fostering strong client relationships.
• Professional Growth:
  Ongoing training and development opportunities to help you grow your skills and career.
• Supportive Culture:
  Join a collaborative, inclusive team that values compassion, diversity, and flexibility.

Become part of a team dedicated to helping families thrive while building a rewarding career with purpose.

The Client Support Expert serves as the primary point of contact for prospective and current clients, ensuring a welcoming, supportive, and effective experience throughout the intake and scheduling process. This position is responsible for coordinating initial and follow-up appointments, maintaining proactive communication with clients and families, documenting engagement activities, and collaborating with clinical and administrative staff to facilitate timely access to services.

The Client Support Expert plays a critical role in improving client engagement and supporting continuity of care.

Education: High school diploma or equivalent required. Associate's or Bachelor's degree in Human Services, Psychology, Healthcare Administration, Social Work, or a related field preferred.

Experience: One (1) year of experience in customer service, healthcare, behavioral health, scheduling, intake coordination, or client engagement preferred.

Skills: Excellent verbal, written, and interpersonal communication skills. Strong organizational and time management skills with exceptional attention to detail. Ability to effectively prioritize and manage multiple tasks in a fast-paced environment. Self-motivated with the ability to work independently and collaboratively within a team. Working knowledge of Microsoft Office applications and Electronic Health Record (EHR) systems preferred. Ability to maintain confidentiality and handle sensitive information in accordance with HIPAA regulations.

Demonstrates professionalism, empathy, and a client-centered approach in all interactions.

Works primarily in an office environment with prolonged periods of sitting, computer use, and telephone communication. Frequent interaction with clients, families, providers, and internal staff. May occasionally be required to participate in meetings or training sessions. Ability to work Monday through Friday during regular business hours.

• Serve as the primary point of contact for prospective clients seeking behavioral health services.
• Schedule initial intake appointments and coordinate all subsequent follow-up appointments.
• Establish and maintain consistent, proactive, and supportive communication with prospective and current clients.
• Clearly explain available services, program benefits, and the intake process while providing compassionate customer service.
• Monitor client engagement throughout the scheduling and onboarding process and implement outreach strategies to encourage participation and reduce missed appointments.
• Act as a liaison between clients, families, clinical providers, and administrative staff to ensure effective communication and coordination of services.
• Accurately document all client interactions, outreach efforts, scheduling activities, and engagement outcomes within the designated Electronic Health Record (EHR) and Customer Relationship Management (CRM) systems.
• Maintain accurate scheduling records while ensuring timely follow-up with clients regarding appointments and program participation.
• Participate in team meetings to discuss client engagement, identify barriers to care, and collaborate on solutions to improve client outcomes.
• Protect the confidentiality of all client information and comply with HIPAA and Blue Kite Wellness policies and procedures.
• Demonstrate professionalism, reliability, and accountability while meeting departmental productivity and performance expectations.
• Participate in ongoing training, staff meetings, and professional development activities.
• Perform other duties as assigned.

Requires prolonged periods of sitting, frequent computer and telephone use, and the ability to communicate effectively with clients and staff. Must be able to manage multiple priorities while maintaining professionalism in a fast-paced environment. Requires the ability to exercise sound judgment, maintain confidentiality, and effectively manage stressful or emotionally sensitive situations with compassion and…