Client Services Liaison

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 https://www.friendsforall.org/careers

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 Services Liaison Job Description

SUMMARY:

The Friends For All Corporation’s Client Services Liaison (CSL) will greet visitors pleasantly and professionally while conveying a feeling of warmth, respect & understanding. This position will be responsible for providing administrative support through answering agency phone calls, providing intake & check-in client support, maintaining medical transportation inventory, and performing daily data entry functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet client, guest, and visitors; determine their purpose for the visit and direct them to the appropriate location.
• Maintain an organized and clean work area/ environment.
• Collect and upload PHI into all applicable systems.
• Ensure new Ryan White cards are scanned in and linked to the eligibility section in Apricot.
• Create new Client Intake records in Apricot.
• Ensure Client Intake forms are updated annually.
• Ensure confidentiality form is signed by all persons as needed.
• Prepare fresh coffee daily and maintain coffee inventory.
• Input daily client check-in information into Apricot.
• Complete data entry projects as assigned to assist with grant requirements.
• Make sure the bulletin board is updated with information pertaining to events, services, and available FFA job positions.
• Perform essential data entry functions for medical transportation services in multiple data systems.
• Process Lyft/Uber ride requests, perform data entry reconciliation for the medical transportation program; maintain the missed rides for Uber/Lyft.
• Provide accurate and up-to-date organizational information for programs, responding to inquiries and ensuring clear communication with clients, visitors, and internal staff.
• Identify clients barred from the organization and promptly report them to the appropriate personnel to ensure a secure and compliant environment.
• Develop and manage a centralized log of clients who have been restricted or suspended.
• Complete proper, accurate and timely documentation of services in writing and in Athena, CAREWare, Evaluation Web, Redcap, Apricot, and any other database, as required.

Customer Service Responsibilities:

• Provide direct, courteous, professional, and timely assistance to staff, clients, and community partners via phone, email, chat, or in person.
• Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
• Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
• Use critical thinking and creativity to find effective solutions to data management issues.
• Collaborate closely with other departments—such as Medical Case Management, Behavioral Health, Dietetics, Housing, Clinical Services, and Linkage & Retention—to address client needs from a holistic approach.
• Assist in training new team members and share best practices for all assigned data systems.
• Meet or exceed the Friends Way approach to customer service for both internal and external encounters.
• Proactively identify areas for improvement in client data collection and system distribution processes, and suggest actionable solutions.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Cross-train on the REC duties.
• Regular and predictable punctuality and 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, In-Service Days and Mandatory Trainings
• 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:

N/A

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.

• High School Diploma
• Available to work Monday- Thursday 8:30am- 5:00pm and Friday 8:30 am – 4:00pm at the main office location- Hybrid schedule unavailable for this position due to role requirements.
• Fluency in Spanish is a plus
• At least 2 years of customer service/reception experience preferred, but not required
• 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:

• 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.