client care & communications manager
Classification: Part-Time (approximately 24-26 hrs a week), Nonexempt
Click HERE for a PDF version of the job description.
general summary and objectives
The Client Care and Communications Manager supports compassionate, client-centered care by overseeing and strengthening the systems and processes that ensure effective, consistent service delivery in alignment with the mission and values of New Day Women’s Clinic. This role ensures that communication workflows, client engagement processes, and data systems are well-coordinated, efficient, and aligned with organizational goals in all client interactions.
Responsibilities include managing client communications and engagement systems, scheduling client appointments within the EMR system, and coordinating volunteer schedules in partnership with the Client Services Director to meet client needs, including arranging translation and interpretation services. This role also supports onboarding for client-facing volunteers, ensuring they understand systems, communication protocols, and expectations for client interaction, and serves as a key connector across teams to provide a seamless and supportive client experience.
Specific Duties and Key Responsibilities:
1. Serves as the “first face” of NDWC by greeting clients and visitors, initiating the intake process, answering phones, creating an inviting atmosphere, and directing them to the appropriate staff member.
2. Responsible for coordinating client scheduling and record maintenance so that every client receives compassionate, courteous and professional service.
a. Manages client intake process in a timely and proficient manner.
b. Tracks and maintains relevant client appointment metrics
c. Coordinate and communicate with staff and volunteers on all client needs
d. Secure language translators for appointments as needed
e. Coordinates with staff and volunteers to ensure paper files are managed properly and in compliance with all privacy standards.
f. Communicate and coordinate all client needs to appropriate staff/volunteers
3. Monitor and implement changes necessary to ensure best practices for client benefit and efficient client flow through the center.
a. Observes and monitors comments and concerns expressed by clients, staff, and volunteers to provide recommendations to improve flow and client satisfaction.
4. Manage the ordering, stocking, and presentation of supplies and refreshments to maintain a safe, welcoming, and client-focused environment in the medical clinic.
5. Assist the Client Services Director with onboarding client facing volunteers to the clinics designated EMR system.
6. Troubleshoot EMR system issues with appropriate staff and record issue/resolution
Qualifications:
2. Be a committed Christian who demonstrates a personal relationship with Jesus Christ as Savior and Lord.
3. Serve with a heart of mercy, grace and love.
4. Be able to provide spiritual leadership, discipleship, and support to the volunteers and staff.
5. Agrees with and fully embraces the ministry expectations for all employees working at NDWC outlined in the Employee Handbook.
6. Reflect our Christian values of service, humility, and a commitment to making a positive impact in the lives of others.
7. Some college or equivalent job-related experience, preferably in office management, social work, marketing, office administration, or related service field. Some experience in church or Christian ministry.
8. General computer and technology skills including data entry, internet usage, report generation, mobile devices, social media, etc.
9. Analytical ability to participate in development of policy and procedures, formulate goals, and evaluate staff needs and quality of client service.
10. Excellent oral and written communication skills to relate to professional, medical, church and social service agencies/organizations, as well as volunteers, clients and donors.
11. Self-starter with good judgment and integrity.
12. Willingness and ability to serve clients and other NDWC constituencies (including other staff, donors, vendors, etc.) in a way that honors Jesus Christ and supports and promotes NDWC life-affirming ministry.
Interested in making a difference?
