Coordinator of Client Experience (54136)

POSITION SUMMARY:

Responsible for designing, implementing, and overseeing systematic processes to measure and assess client satisfaction, collect meaningful feedback from service recipients, families, youth/guardians, and other stakeholders, and drive data-informed improvements in service delivery. This role supports CCBHC commitment to person-centered, recovery-oriented care and contributes directly to required quality measures, including the Mental Health Statistics Improvement Project (MHSIP) and Youth Services Survey for Families (YSSF), as well as broader continuous quality improvement initiatives.

DUTIES AND RESPONSIBILITIES:

• Lead the administration, collection, and analysis of client and stakeholder satisfaction/feedback mechanisms, including standardized tools such as the MHSIP and YSSF, ensuring compliance with SAMHSA CCBHC requirements.
• Develop and implement additional feedback collection methods, such as focus groups, interviews, suggestion boxes, real-time surveys, comment cards, and exit interviews, tailored to diverse client populations.
• Obtain regular input into client perception of care by facilitating the Consumer/Family Advisory Council (CFAC).
• Analyze quantitative and qualitative feedback data (including input from the client grievance process) on a regular basis to identify trends, strengths, areas for improvement, and disparities.
• Prepare actionable reports and presentations on client experience metrics and insights for leadership, clinical teams, quality committees, and external stakeholders.
• Collaborate with clinical, administrative, and quality improvement teams to translate feedback into specific performance improvement projects, policy/procedure updates, staff training recommendations, and service enhancements.
• Serve as a champion for client voice within the organization by facilitating client advisory councils, peer input groups, or other mechanisms for ongoing stakeholder engagement.
• Track and report on client experience-related key performance indicators and contribute to the organization’s annual Continuous Quality Improvement Plan.
• Ensure feedback processes are trauma-informed, culturally responsive, accessible, and protect client confidentiality and rights in accordance with HIPAA and ethical standards.
• Coordinate with external partners to solicit broader input on service coordination and experience.
• Stay current on best practices in behavioral health client experience, satisfaction measurement, and recovery-oriented systems of care.

QUALIFICATIONS:

Minimum knowledge skills and abilities required to perform the job. This needs to be realistic and not a list of ideal wants. Is a degree required for this position? How much experience is necessary to do the tasks listed above?

• Bachelor’s degree in social work, psychology, public health, healthcare administration, or related field (master’s degree preferred).
• Minimum of 2-3 years of experience in quality improvement, program evaluation, customer/client satisfaction measurement, or a related role, preferably in behavioral health.

JOB REQUIREMENTS / EXPECTATIONS:

• Work is primarily office-based with frequent travel to all county locations in the eighteen-county catchment area.
• Position will be expected to provide data analytics and reporting utilizing common tools such as Excel.
• Position will be expected to competently demonstrate skills in facilitation, public speaking, and stakeholder engagement.

CORE VALUES:

All employees must be willing to live our company's core values.

• Integrity – Exhibiting the highest moral, ethical and legal standards. Doing the right thing – even when no one else is looking.
• Teamwork – Putting team success over personal success. Actively valuing the strengths and talents of others.
• Trust/Respect– Seeing and believing in the good intentions of others. Interacting with others in a way that makes them feel valued. Listening without judging. Offering understanding and acceptance.
• Care/Compassion – Demonstrating unconditional kindness, concern and empathy. Exhibiting genuine concern for others.
• Ownership/Accountability – Taking personal responsibility for one’s work, actions and feelings. Accepting responsibility for and learning from mistakes.