Website Hope Clinic for Women
Position Title: Client Care Coordinator
Position Type: Regular/Full-time; schedule: 8:30-5, Monday-Thursday
Friday 8:30-2:30 pm
All changes due to vacation/illness/offsite events/etc. should be approved by the Director of Clinical Services and noted on the HCFW Group Calendar
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.
Reports To: Clinical Director
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Mission
Hope Clinic for Women is a faith-based, safe and confidential place for anyone dealing with life choices regarding past, present and future pregnancies. We provide medical care, professional counseling, education, referrals, mentoring and practical support for anyone regardless of age, race, religion, or ability to pay.
Vision
Hope Clinic for Women is a Christ centered ministry existing to honor the sanctity of all human life as exemplified by:
Teenagers and single adults choosing abstinence until marriage;
Women and men choosing life for their child in the midst of a pregnancy;
People experiencing God’s grace and forgiveness after an abortion;
The transformation of hearts and lives by discovering the purpose/potential God intended for all His children.
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Description:
Duties Before Clinic Opens to Clients (8:30-9:00 am)
Be prompt and ready to begin at 8:30 am
Unlock doors/cabinets, turn on lights and radio
Check communal areas (pillows, magazines and kid’s area) in morning (and throughout the day)
Send email invoices for online counseling appointments
Duties throughout the Day
· Greet all guests including clients, donors, volunteers, and other visitors
o Ensure clients complete all appropriate paperwork
o Notify staff when visitors/clients arrive
o Receive in-kind clothing room donations and file donation forms completed by donors
· Answer and direct incoming phone calls
· Monitor incoming client messages via text and Yosi
· Manage and respond to appointment requests submitted via website forms
Schedule client visits and send electronic paperwork as needed
Field incoming pregnancy calls or walk-ins with patience and calm, assigning to appropriate provider
Accurately secure fees from paying clients (medical and counseling)- including processing credit cards and cash payments as well as emailing invoices for telehealth appointments.
Ensure clients completed satisfaction survey before leaving
Ensure clients have booked their next appointment (if applicable)
Distribute all incoming mail
· Manage inventory and order office supplies, ensuring all receipts are properly uploaded and recorded
· Work with the Clinical Director to schedule coverage during absences
· Bring donated/maternity items down to donation room
· Log walk-in data in MS excel spreadsheet
· Assist with tracking Client Satisfaction Survey data
· Manage all records requests and faxes, ensuring timely processing and proper documentation
· Create and maintain provider schedules; block time as needed for time off, meetings, closures, and other changes.
· Keep phone scripts current by updating them as needed for clinic closures, staff retreats, and holidays
· Support training for volunteer client schedulers and staff as needed
· Act as designated super user for Athena and Yosi, including managing user settings, troubleshooting issues, and serving as the point of contact for system updates or training.
· Other projects as needed
Duties after clients exit and before clinic closes (4:30 – 5:00 pm or 2:00-2:30 pm Fridays)
· Key in pregnancy call logs into daily tracking spreadsheet
· Water plants and refill supplies in common areas
Perform a weekly Friday audit of fees collected, ensuring they align with booked appointments
· Assist with final cleaning, closing, locking, and securing of building
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Meetings:
· All staff working 10+ hours a week are expected to attend all staff check ins Tuesday/Friday mornings at 8:30 am and monthly in-service trainings
Quarterly Staff retreats (usually on a Friday, 8:30-2:30)
All full-time staff are required to work a 4-6-hour shift for key agency-wide fundraising events. This will either be a mix of set-up/during or clean up. Events include: Annual Gala and Cider Carols.
Preferred Qualifications/Skills
· Patient, empathetic, quality-focused approach to customer service
· Front-desk or other experience in a medical/clinical setting
· Experience with EHR software
· Ability to handle a fast-paced environment and prioritize tasks based on importance
· Excellent communication and problem-solving skills
· Proficient in Word, Excel, Office 365 and SharePoint
· Ability to quickly learn and adapt to new technologies
· Detail-oriented and organized
· Bilingual Spanish/English
AAP/EEO Statement:
Hope Clinic for Women provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability or genetics. In addition to federal law requirements, Hope Clinic for Women complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Hope Clinic for Women expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
