Client Support Advocate

View full description

Requirements:

• Bachelor’s or master’s degree in social work, psychology, healthcare administration, or a related field.
• 3+ years of experience in client advocacy, patient experience, customer service, or a similar role in healthcare or behavioral health.
• Strong problem-solving skills and the ability to de-escalate concerns with professionalism and empathy.
• Excellent verbal and written communication skills.
• Ability to analyze data and present actionable insights to leadership teams.

Responsibilities:

• Serve as a responsive and empathetic point of contact for schools and parents/caregivers who have concerns or complaints about services.
• Gather detailed information, assess the nature of concerns, and provide timely responses or resolutions; escalate to other team members as needed.
• Educate schools and families about available resources, policies, and service expectations.
• Demonstrate ability to de-escalate charged situations and conversations.
• Problem solve through complex situations cross-functionally.
• Document responses to concerns and ensure that all reach resolution.
• Provide structured reports and recommendations to managers and clinical leaders based on complaint data and family feedback.
• Give recommendations to school success, clinical, operational teams, and leadership to implement improvements.
• Participate in quality improvement initiatives and policy development related to client experience.