Client Engagement Manager - Friends For All : Job Details

Are you a purpose driven and looking to make a difference in Memphis? Friends For All is looking to add to our team! Why Friends For All:For more than three decades, Friends For All (formerly Friends For Life) has been preventing the spread of HIV and helping those affected by HIV/AIDS live well. Our holistic, client-centered approach provides a variety of services coordinated through one centralized model. We strive to address the roots of need-including stigma and inequality-to improve health and wellness for everyone we serve. Our goal is to eliminate new transmissions of HIV in Memphis and the Mid-South and empower those living with HIV to become their healthiest, happiest selves.What is in it for you:

• A commitment to work-life balance with: (up to 38 Days Off)
• 12 accrued vacation days per year
• 12 accrued sick days per year
• 14 paid holidays, including Your Birthday!
• Sick Bank allows employees to donate sick time to other employees with a serious health condition who have no remaining sick or vacation
• Flex Schedule may be available based on position after introductory period
• Employer-sponsored health, dental, and vision insurance with two PPO medical and Dental plans. Costs for employee per pay period (bi-weekly)
• BCBS PPO Plans
  • PPO Gold premium = $28.88
  • PPO Platinum premium = $56.15
• Dental Plans
  • PPO Low = $1.14
  • PPO High = $5.81
• Vision premium = $1.41
• 401k program with up to 3% employer match starting immediately
• Employer-paid basic life insurance valued at $50,000
• Employer-paid Short-term disability
• Voluntary Life and AD&D, Long-term disability
• Flexible Spending Accounts for healthcare and dependent care
• Student Loan Forgiveness Programs
• Employee Assistance Program with in person counseling options

To Learn More about Working at FFA: Go to Compensation:Friends For All believes in compensating our employees fairly and we look at both internal and external salary analysis. The range listed is an estimate as it looks at the total compensation package as well as factors such as skill sets, training, education and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range as this gives the employee a chance to grow into the role.Client Engagement Manager Job DescriptionJOB TITLE: Client Engagement ManagerEXEMPT (Salaried) or NON-EXEMPT(Hourly): Non-ExemptDEPARTMENT: Client Engagement STATUS: Full-TimeREPORTS TO: Director of Behavioral Health & Client EngagementREGULAR HOURS: M-Th 8:30 - 5, Fri 8:30 - 4 JD REVISION DATE: November 14, 2024 SUMMARY:The Friends For All Corporation's Client Engagement Manager will provide administrative support through the supervision and/or execution of the standard operating procedures for the Client Services Liaison, Learning & Wellness Support Specialist and other client facing areas in the Client Engagement Department (e.g., medical transportation, medical billing, and Wellness University). The Client Engagement Manager will be responsible for managing and building the Learning Management System (LMS) for Wellness University Online. This position will ensure clients are aware of the client grievance process, daily activities in The Resource & Education Center (The REC), as well as managing the client check-in process and client satisfaction survey data. This position will also provide supervision and monitoring of the client intake and agency referral processes, as well as provide direct support to the Behavioral Health & Wellness team (e.g. Behavioral Health & Medical Nutrition Therapy). ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Implement and oversee educational programs and workshops tailored to addressing the Social Determinants of Health that affect client's well-being.
• Ensure the implementation of a model of customer service and intake to ensure all clients entering our programs are met with dignity and limited barriers.
• Ensure adherence to customer service policies and procedures to ensure a consistent and high-quality experience for patients, clients, and stakeholders.
• Complete routine quality audits to ensure timeliness and accuracy of staff completion of data into all applicable databases.
• Coordinate with internal and external audit teams to prepare documentation and materials, ensure compliance with audit requirements and standards, and facilitate smooth and efficient audit processes.
• Implement weekly coaching sessions and professional development plans with supervised employees to meet expectations and development objectives. Provide signed weekly written staffing sheet to the employee every week.
• Maintain a professional relationship with staff and maintain confidential information
• Collaborate with subject matter experts to design and develop online courses and learning materials. Provide technical support for Wellness University Online.
• Complete weekly medical transportation reconciliation and submit monthly reports by the 5th day of each program quarter/month or as assigned.
• Enforce client code of conduct to ensure the safety of clients and staff while utilizing services from a mental health perspective.
• Provide direct supervision of all direct reports to ensure they meet all requirements.
• Assist Director of the program with reviewing and revising all needed Standard Operating Procedures (SOPs) for all department processes. SOPs are regularly reviewed and updated.
• Review Department Job Descriptions as needed but no less than annually. Submit requests for amendments as necessary to the Director of Behavioral Health & Client Engagement.
• Use instructional design principles to create interactive and engaging online learning experiences, including quizzes, discussions, videos, and hands-on activities.
• Manage the creation and integration of multimedia assets, such as videos, interactive elements, and assessments, to enhance learner engagement.
• Ensure proper administration of the agency's client intake and referral processes.
• Manage and maintain a tracking tool for external and internal referrals.
• Provide supervision for the client check-in process, help create logistical changes when needed so that the process runs more efficiently.
• Audit data and program processes to improve accuracy; generate reports as assigned.
• Ensure Client Engagement staff are assisting clients with completing client grievances, as needed.
• Ensure Client Engagement staff are disseminating client satisfaction surveys and processing survey data in preparation of program audits.
• Function as a superuser for data and learning management systems.
• Provide supervision for The Resource & Education Center's staff, volunteers and daily activities.
• Assist with maintaining Wellness University's class schedule, facilitator engagement and create monthly class calendars.
• Ensure that staff members adhere to company policy, safety protocols, infection control practices, and ethical standards in all operations.
• Prepare purchase orders for snacks, drinks, and supplies for the Resource and Education Center and Wellness University.
• Ensure client contraception is stocked and maintained (review expiration dates periodically).
• Purchase snacks from Sam's and other venders monthly or as needed.
• Provide Front Desk and/or REC coverage when designated staff are out.
• Assist the Behavioral Health & Wellness team with scheduling referral intakes and data entry, as needed.
• Complete proper, accurate and timely documentation of services in writing and in Athena, CAREWare, Evaluation Web, Redcap, Apricot, and any other database, as required.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Provide support to the Director of Behavioral Health & Client Engagement as needed.

• Participate in Manager Training as required
• Regular and predictable attendance is required
• Return all calls, emails and text in a timely manner.
• Participate in weekly or biweekly coaching sessions with supervisor
• Complete Performance Reviews and SMART GOALS
• Participate in All Staff Meetings and In-Service Days

• May need to travel in personal vehicle to meet staff, clients, or community partners at FFA locations or at other locations to meet the needs of the position

• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

• Provide direct supervision of all direct reports to ensure they meet all requirements.
• Ensure Standard Operating Procedures (SOPs) for all processes are regularly reviewed and updated.
• Ensure adherence to customer service policies and procedures to ensure a consistent and high-quality experience for patients, clients, and stakeholders.
• Ensure that staff members adhere to company policy, safety protocols, infection control practices, and ethical standards in all operations.
• Complete routine quality audits to ensure timeliness and accuracy of staff completion of data into all applicable databases.
• Coordinate with internal and external audit teams to prepare documentation and materials, ensure compliance with audit requirement and standards and facilitate smooth and efficient audit processes.
• Determine root causes of challenges that interfere with client care and staff productivity and develop recommendations for improvement.
• Implement weekly coaching sessions and professional development plans with supervised employees to meet expectations and development objectives. Provide signed weekly written staffing sheet to the employee every week.

• Work with Director of Behavioral Health & Client Engagement on employee relations and staff issues including recruiting, onboarding, performance management, development and off-boarding.
• Participate in Manager Training as required.
• Maintain a professional relationship with staff and maintain confidential information.
• Submit quarterly/monthly reports by the 5th day of each program quarter/month or as assigned.

QUALIFICATION REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree in Education, Instructional Design, Learning Technologies, or a related field
• Experience managing learning management systems (LMS), such as Moodle, Canvas, Blackboard, or similar.
• 3+ years of experience in online curriculum design, instructional design, or e-learning development.
• Proficiency with e-learning authoring tools and multimedia editing tools.
• Strong understanding of adult learning theory and online instructional design best practices.

• Experienced with medical office management, clinical record keeping, online file management, referral processing and database development.

• Good strategic/critical thinker, self-starter, goal-oriented
• Excellent verbal and written communications.
• Ability to operate with purpose, urgency and accuracy in a fast-paced, deadline-driven environment -- with particular attention to detail and organization
• Ability to work with a diverse client population
• Strong relationship-builder both with team and clients (internal and external)
• Ability to follow verbal and written instructions.
• Computer skills: ability to efficiently navigate the Internet and input data into applicable systems; familiarity with MS Office 365, especially Outlook and SharePoint, Adobe, TEAMs, and Zoom
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Maintain confidential information and adhere to all Friends For All policies and procedures regarding sharing of financial information and Protected Health Information (PHI).

CERTIFICATES, LICENSES, REGISTRATIONS:

• Teaching license or certification preferred, but not required.
• Must have a valid State Driver's License, provide proof of automobile insurance coverage to employer at all times and have an automobile to be used daily.

WORK ENVIRONMENT:We are a mission driven organization made up of people committed to cultivating growth and learning. We believe in providing care for all our clients while providing a welcoming, balanced environment for all our employees. By joining our team, you are joining a group of community-focused professionals who connect people with care. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be sensitive to the culturally and racially diverse nature of clients, patients, employees, and visitors.
• Must be able to interact with everyone in a friendly, helpful manner.
• Embodies FFA Values:
  • Equity and Acceptance
  • Trailblazing, Creative and Fearless
  • Joy and Fun
  • Collaboration and Teamwork
  • Service
  • Awareness

ADA SPECIFICATIONS: Physical and cognitive demands that must be met in order to successfully complete the essential functions of the job. Reasonable accommodations may be made to enable individuals' disabilities to perform the essential functions unless the accommodation would impose an undue hardship on the organization.

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic local travel.

OSHA CATEGORY:This position performs tasks that may involve exposure to blood, body fluids, or tissues. Training will be provided per Standard Operating Procedure for your area of operation. All FFA employees are offered the opportunity to receive the Hepatitis B vaccination series.COMMENTS:This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.Friends For All is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.