Referral Coordinator (Temporary)

Job Description

REQUIREMENTS

• High school diploma or equivalent required.
• Minimum 3 years of experience in sales, customer service, client relations, or a service or care delivery profession; a clinical or social work background is desirable.
• Experience using client management software and applications strongly preferred.
• Ability to moderate and facilitate application and online communications.
• Demonstrated organizational skills.
• Flexibility, initiative, and the ability to work effectively in an independent setting.
• High professional and ethical standards for handling confidential information.
• Self-starter with the ability to work effectively remotely.
• Knowledge of community resources and referral processes.
• Strong communication and interpersonal skills.
• Professional telephone and voicemail communication skills.
• Commitment to accurate time tracking and documentation of work activities.
• Bilingual (English/Spanish) preferred.

RESPONSIBILITES

70% | Referral Intake and Client Services

• Serve as a point of contact for external client and referral partner inquiries for both Child First and Nurse-Family Partnership programs.
• Respond to client and referral partner inquiries by phone and online within 48 hours in English and Spanish.
• Track and report lead and referral activity in customer relationship management (CRM) system.
• Document client interactions and referral activities.
• Maintain detailed time records to support workload management and reporting.
• Screen referrals to determine eligibility and connect clients to the appropriate program within 48 hours of initial contact.
• Serve as the primary point of contact for parents and caregivers who have lost contact with their assigned home visitor and support efforts to reestablish communication.
• Address client concerns and complaints, document and escalate issues in accordance with the complaint management process.
• Connect clients who are ineligible for services to the state 211 system and other proper community resources, as applicable.
• Escalate complaints within 24 hours of receipt and document activities in the complaint processing system.

30% | Organizational Support

• Manage and respond to the main voicemail system, directing callers to the appropriate department, as needed.
• Route non-referral emails through shared inboxes to the appropriate department.
• Monitor the Changent Marketing inbox, as needed.
• Support marketing automation platform administrative activities, as needed.
• Support administrative updates to the WordPress website, as needed.
• Design and update Changent screen savers.
• Support marketing platform administrative activities, as needed.

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