Client Care Coordinator in Southborough, Massachusetts at Epiphany Wellness LLC

JOB SUMMARY:
The Client Care Coordinator (CCC) plays a critical role in supporting client engagement, retention, and continuity of care across the treatment experience. This position serves as a central point of coordination between clinical, operations, and external systems—ensuring clients are assessed appropriately at intake, remain engaged in programming, and are supported through barriers that may impact treatment progress.

The CCC is responsible for facilitating key groups, completing intake assessments, managing state reporting requirements (including NJSAMS), and identifying early indicators of disengagement through structured processes. This role is both client-facing and systems-driven, requiring strong organization, communication, and accountability.

SCHEDULE: Monday to Friday - 9am to 5pm EST

SALARY: $55,000 to $65,000

CORE FUNCTIONS:

Client Engagement & Retention

• Conduct Week 1 and Week 4 client check-ins to assess engagement, satisfaction, and potential barriers to care

• Identify and escalate high-risk clients through established flagging processes in Kipu

• Participate in daily huddles, providing updates on flagged clients, barriers, and follow-up actions

• Collaborate with clinical and operations teams to ensure timely intervention and continuity of care

• Support implementation of retention-focused initiatives, including Turning Point group referrals and follow-up

Intake & Assessment

• Complete initial intake assessments for incoming clients, ensuring accuracy, completeness, and timeliness

• Gather and document all required clinical, demographic, and administrative information at admission

• Coordinate with clinical team to ensure appropriate level of care placement and service alignment

• Ensure all intake documentation meets internal standards and regulatory requirements

Group Facilitation

• Facilitate psychoeducational and engagement-based groups, including but not limited to:

• Turning Point (barrier identification and redirection)

• Client engagement or orientation groups

• Utilize structured group formats and tools to ensure consistency across facilitators

• Create a safe, structured environment that encourages participation and accountability

• Document group attendance and participation as required

NJSAMS & Data Management

• Complete and maintain all required NJSAMS documentation and data entry in accordance with state regulations

• Ensure accuracy and timeliness of submissions related to admissions, discharges, and client updates

• Monitor for compliance and resolve discrepancies as needed

• Serve as a point of contact for NJSAMS-related processes and questions

Documentation & Systems Coordination

• Maintain accurate and timely documentation in Kipu EMR, including:

• Intake assessments

• Client check-ins

Group documentation

• Ensure alignment between EMR documentation and external reporting systems (e.g., NJSAMS)

• Support tracking and reporting of client engagement trends and outcomes

Collaboration & Communication

• Act as a liaison between Clinical, Operations, and Housing (if applicable)

• Communicate client needs, concerns, and barriers effectively across teams

• Participate in team meetings, supervision, and ongoing training initiatives

• Provide feedback on process improvements related to client engagement and workflow efficiency

QUALIFICATIONS:

• Bachelor’s degree in behavioral health, psychology, social work, or related field (preferred)

• Experience in substance use and/or mental health treatment settings

• Strong organizational, communication, and problem-solving skills

• Experience with EMR systems (Kipu preferred) and state reporting systems (NJSAMS required for NJ roles)

• Ability to manage multiple responsibilities while maintaining attention to detail

KEY COMPETENCIES:

• Client-centered engagement and rapport building

• Ability to identify early warning signs of disengagement

• Strong follow-through and accountability

• Comfort facilitating groups and guiding structured discussions

• Systems-oriented thinking with attention to compliance and accuracy

PHYSICAL DEMANDS:

• Phone Use: Requires significant use of a cellular phone, necessitating fine motor skills, hand-eye coordination, and the ability to view screens for extended periods.

• Sedentary Work: Primarily involves sitting most of the time, but may involve walking or standing for brief periods.

• Computer Use: Requires significant use of a computer and office equipment, necessitating fine motor skills, hand-eye coordination, and the ability to view computer monitors for extended periods.

• Lifting Requirements: Occasionally required to lift and/or move items weighing up to 20 pounds.

• Repetitive Motion: May involve repetitive motions of the wrists, hands, and/or fingers due to extensive writing and typing.

• Vision Requirements: Must be able to read documents and view information on computer screens; may also require the ability to adjust focus.

• Hearing and Speaking: Must be able to communicate effectively with coworkers and clients, both in person and via electronic communication tools.

• Vehicle Use: Requires focus and vision requirements for safe driving of clients

WORK ENVIRONMENT:

• Clinical Setting: Work is primarily conducted in a clinical outpatient setting designed for therapy sessions, group meetings, and client consultations.

• Interaction with Clients: Frequent direct interaction with clients who are dealing with substance abuse and related behavioral health issues. This includes individual and group therapy sessions.

• Emotional Demands: The environment can be emotionally demanding due to regular exposure to clients dealing with complex and often severe emotional, behavioral, and psychological issues.

• Confidentiality: A high level of discretion and adherence to all confidentiality requirements and regulations is required, respecting the privacy of clients at all times.

• Multi-disciplinary Team Collaboration: Requires close and collaborative work with other health care professionals, including psychiatrists, nurses, social workers, and administrative staff.

• Schedule Flexibility: May require flexible hours, including evenings and weekends, to accommodate the scheduling needs of clients.

• Crisis Situations: Must be prepared to handle acute behavioral health crises professionally and ethically, sometimes with support from other team members.

• Medical Testing Environment: Works in an environment where blood and urine samples are collected for drug screening purposes. Although not directly involved in the collection process, must be comfortable working in close proximity to medical testing procedures. The risk associated with these activities is very low, managed through strict adherence to health and safety protocols.

This role directly impacts client retention, engagement, and overall program success. By combining intake accuracy, real-time client insight, structured group intervention, and compliance-driven reporting, the CCC ensures that clients are both supported and accounted for at every stage of treatment.