The Client Services Program Coordinator is responsible for assisting the various NHS departments with the integration and management of program-related activities. Candidates will be primarily responsible for managing the client relationship/experience which includes initiating client communications, scheduling appointments, when necessary, document and file management, monitoring all client data related to NHS Programs to ensure clients meet program eligibility requirements, and assisting with reporting as needed. This position will be required to have a deep understanding of the necessary internal and external technology applications (i.e. Microsoft Suite, Salesforce, Five9, Encompass, e-signature tools, ECM, etc.) and the processes created to facilitate the administration of the various programs.
The Client Services Program Coordinator 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 Coordinator shall 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 Coordinator 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-to-date on their role with assigned programs, program compliance requirements, and all NHS services, properly use the technology to document client engagement, close out critical milestones, expand their knowledge of the technology by participating in continuous training to maximize efficiency of the pipeline flow, and utilize resources for reporting as needed.
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Develops a knowledge base of all NHS services, products, programs, and partnership initiatives.
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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.
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Provides “first contact” information and respond to phone, email, mail and in-person inquires 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.
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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.
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Manages the intake and organziation of authorizations and other documentation from clients for assigned programs.
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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.
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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.
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Analyzes the client’s situation to determine next steps and provides the client with appropriate information and referrals.
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Demonstrates active listening and empathy while efficiently guiding clients through the client services process and the collection of relevant information.
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Conducts outbound call campaigns for programs as required.
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Generates correspondence to secure additional customer information to complete questionnaire forms or surveys for Client Services, referrals, outcome, and impact measurements.
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Collaborates with senior leadership and colleagues to coordinate and administer various programs across the HUB offices.
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Supports marketing and outreach initiaitves and events as required; which may include assisting with event set-up and being cross trained to facilitate specific workshops.
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Additional duties and tasks as required.
Education
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A minimum High School Diploma required. Associate degree or four-year College Degree preferred or an equivalent combination of education and experience.
Experience
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Must have a minimum of 2 years’ extensive administrative or office management experience.
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Must be a self-starter, problem solve and be able to work independently without direct supervision.
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This position requires a high level of discretion and maturity; incumbents will need to provide evidence of successfully managing increased responsibility and management of confidential information.
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Ability to provide excellent customer service in-person and on the phone.
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Ability to handle prioritize multiple tasks and frequent interruptions.
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Ability to handle stressful situations with calmness and courtesy.
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Ability to communicate effectively, both verbally and in writing with other personnel, external partners, and borrowers.
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Excellent organization, record, and file management skills.
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Proficient in using MS Word, Excel, Outlook. Intermediate or advanced skills within Excel is a plus.
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Proficient at data entry and basic mathematical analysis.
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Salesforce or a similar Customer Relationship Management database experience is a plus. In the absence of this experience, additional training will be required.
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Non-profit or affordable housing experience a plus.
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Bilingual a plus (English and Spanish).
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Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
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Teamwork - Contributes to building a positive team spirit.
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Decision making
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Ambition and Motivation
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Adaptability and Flexibility
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Communication
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Planning and Organizing
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is:
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regularly required to talk or hear.
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frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms.
The employee may occasionally lift and/or move up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate and is of a typical office environment.
IMMUNIZATION POLICY
NHS Chicago has a COVID vaccination policy that requires testing to work in our office environments actively and safely. As a condition of employment, all employees must either be immunized by vaccination against COVID-19 (unless granted a medical or religious exemption) and/or test weekly if unvaccinated. This policy is designed to protect the health of our workforce and to serve as a public health measure and ambassador within our community.
REMOTE WORK POLICY
The Client Services department staff work on a 3/2 schedule requiring a minimum of 2 days in-office, in addition to any in-office time as necessary for important meetings, team meetings, all staff meetings, audits, site visits by funders, agency events, etc., including twice monthly in-person team meetings.