Client Engagement Coordinator

POSITION OVERVIEW

The Client Engagement Coordinator owns the full client lifecycle from the moment a new client enters Mamaya Health’s pipeline through to their first session, or a documented final outcome. This is a high-accountability, systems-oriented role. You are the connective tissue between our marketing and clinical teams, and the person most responsible for whether a prospective client becomes an active one.

You will manage the CRM daily with precision, respond to every inbound channel on cadence, and keep the pipeline clean, current, and actionable. You will coordinate referrals from external providers, maintain our waitlist, and ensure partner organizations receive timely outcome updates. You’ll also support the Scheduling & Support Manager with active client operational needs, including transfers, discharges, and reschedules, so that the clinical team can focus on care.

This role requires someone who is motivated by measurable outcomes, takes ownership of problems without being asked, and brings solutions,not just observations,  when something isn’t working.

PRIMARY RESPONSIBILITIES

CRM Ownership & Full-Cycle Pipeline Management

• Own the CRM pipeline from initial client contact through final status
• Update client status, follow-up dates, next tasks, and communication log entries with every client interaction
• Manage the internal OS board daily as the primary driver of outreach prioritization and follow-up cadence
• Identify and resolve stale or incomplete records; flag systemic patterns to the Scheduling & Support Manager with a proposed fix
• Track and report on pipeline health, conversion rates, and lost client trends on a recurring basis

Inbound Contact & New Client Outreach

• Serve as the primary point of contact for all new client inquiries via phone, SMS, email, and CRM intake forms
• Conduct same-day outreach on all new Needs Contact records:  inquiry forms, fax referrals, and provider submissions included
• Manage outreach cadence for non-responsive clients per SOP; document every attempt in the CRM communication log
• Convert inquiries to scheduled intakes through timely, clear, and confident communication

Phone System & Communication Channel Management

• Manage all inbound and outbound client communication through Spruce: calls, SMS, and messaging — maintaining response SLAs
• Ensure the phone system is functioning and escalate technical issues immediately; act as the primary point of accountability for channel reliability
• Monitor and triage the inbox for new client inquiries; route and respond within SLA

Provider Referral Coordination

• Receive and process all incoming provider referrals: fax, phone, and form-based, and initiate same-day outreach
• Maintain accurate referral source data in the CRM for every referred client record
• Provide referral partners with timely outcome updates — scheduled, waitlisted, or unable to connect within agreed timelines
• Build and maintain positive working relationships with referring providers and partner organizations through consistent, professional communication

Inquiry Form & Self-Schedule Management

• Monitor and action all inquiry form submissions as they enter the CRM; no form sits without a same-day response
• Review and audit self-scheduled clients: confirm fit, verify onboarding steps are complete, and flag exceptions
• Own the new client forms process: ensure Phreesia forms are sent, completed, and audited prior to every intake appointment

Waitlist Management

• Maintain an accurate, up-to-date waitlist with documented client preferences and follow-up cadence
• Execute bi-weekly waitlist check-ins per SOP; update CRM status based on client response
• Proactively assess waitlisted clients for immediate availability when a provider opening arises

Active Client Operational Support

• Support the Scheduling & Support Manager with active client needs, including discharge processing, transfer coordination, and reschedule management
• Assist with no-show and cancellation follow-up workflows as directed
• Handle pre-intake billing questions, concerns, or issues surfaced through client communication; escalate clinical or complex billing matters appropriately

Systems Integrity & Continuous Improvement

• Ensure the intake and referral systems are operating seamlessly end-to-end; proactively surface gaps, delays, or breakdowns
• Bring observations about process, volume trends, or system issues to the Scheduling & Support Manager with a recommended solution — not just a problem statement
• Participate in SOP development, testing, and updates as workflows evolve

SUPPORTING RESPONSIBILITIES

• Support active client needs and support queue overflow as capacity allows
• Cross-train on all Scheduling & Support Team functions as directed

HOW SUCCESS IS MEASURED

This role is accountable to clear, measurable outcomes. Performance will be reviewed against the following KPIs on a regular cadence:

WHO THRIVES IN THIS ROLE

• You are energized by a full pipeline and a clear list of things to close out — you don’t need to be told what to do next
• You treat the CRM as a live system that reflects reality, not a box to check
• You notice when something isn’t working and come back with a recommendation, not just a heads-up
• You communicate with clients the way you’d want to be communicated with — promptly, clearly, and with warmth
• You can hold a high volume of moving pieces without letting things fall through the cracks
• You take feedback well and iterate quickly
• You understand that your work directly affects whether someone gets the mental health care they came looking for

COMPENSATION

Base Salary: $50,000 annually

Commission: Eligible on referral-attributed intakes and partnership outcomes — structure to be defined and communicated separately.