Client Success Liaison

Description

Full-time

OH

Description

At Mindfully, our mission is to promote and provide comprehensive, convenient access to high-quality mental health care that is affordable, progressive, and personalized.

We are seeking a dedicated individual who is passionate about supporting clients throughout their early stages of care. The ideal candidate is committed to delivering an exceptional client experience by ensuring clients are prepared for their initial appointments, reducing barriers to engagement, and providing compassionate, proactive support. This role is a key contributor to the Client Success department and requires professionalism, empathy, collaboration, and strong communication skills.

Responsibilities

• Serve as a dedicated point of contact for clients after their initial appointment is scheduled, providing timely and proactive outreach.
• Conduct outbound calls, texts, and emails to encourage attendance, ensure preparedness, and answer questions about upcoming sessions.
• Follow up with clients regarding outstanding or incomplete documentation and support them in completing required forms prior to their first and second appointments.
• Monitor and proactively address barriers that may lead to cancellations or no-shows.
• Maintain accurate, organized, and confidential documentation within CRM and/or EMR systems, in accordance with HIPAA and internal policies.
• Provide reminders, instructions, and clarification regarding appointment logistics, insurance requirements, payment expectations, and clinician information.
• Track provider attendance trends and identify potential barriers for clients (e.g., technology issues, paperwork needs, transportation challenges, insurance misunderstandings) and collaborate with internal teams to resolve them.
• Communicate proactively with the Intake Team, Client Success Manager, and clinicians regarding client readiness, risk factors, or concerns requiring escalation.
• Track and report on communication outcomes, attendance patterns, and documentation completion.
• Participate in special projects and continuous improvement efforts.
• Attend regular departmental meetings and trainings to stay informed of new services, policies, and procedures.
• Contribute to a culture of service excellence, empathy, reliability, and professionalism.
• Manage sensitive client interactions with confidence, compassion, and discretion.
• Perform other duties as assigned.

Benefits

• Health, vision, and dental insurance
• Paid time off
• Paid holidays plus a floating holiday
• HSA with employer match
• Dependent care FSA
• Employer-paid Life and AD&D insurance
• Employer-paid short-term and long-term disability
• Wellness program
• Employee assistance program
• 401(k) with employer match

Mindfully Behavioral Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internship. Mindfully Behavioral Health makes hiring decisions based solely on qualifications, merit, and business needs at the time. Furthermore, the Company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.