Client Services Coordinator

Physician Health Services, Inc. (PHS), is a nonprofit corporation that was founded by the Massachusetts Medical Society to address issues of physician health. PHS is a confidential resource for physicians and medical students who may benefit from help addressing stress, burnout, work-life balance issues, and a variety of physical and behavioral health concerns that sometimes arise in today's hectic healthcare environment. These include substance use difficulties, cognitive issues, psychiatric problems, the stress of medicolegal situations, and interpersonal challenges at work or at home. PHS provides resources to those who seek our services, and is designed to provide assessments and also monitor those in need for the recovery of substance use disorders, behavioral health concerns, occupational problems, or mental or physical illness.

The world has changed, and so has the way we work. The MMS has adopted a flexible work model that allows most employees to choose where they work - at home, onsite in our Waltham office, or a combination of the two - based on their preferences and our business needs. Because what matters is the work we do, not where we do it.

We are currently seeking a Client Services Coordinator to join our mission-driven team dedicated to supporting physician health and well-being. This is a great opportunity for a self-motivated, detail-oriented individual. This role is responsible for collecting and analyzing data related to all PHS client activity and assisting with daily operations.

The Client Services Coordinator prepares, monitors, and maintains PHS client activity data including referrals, consents, contracts, and case transactions. They organize, prepare, and record meeting materials for all client case management meetings. They also prepare, edit, track, and mail client correspondence, including recommendation and compliance letters.

1. Monitors the PHS phone line; responds and directs calls to the appropriate staff members. Reviews all incoming correspondence through DocuSign, email, mail, and fax. Processes documents accurately, inputs them into the document management system and database, and routes them to appropriate PHS staff.

2. Carries out client case management activities, including entering contracts, monitor changes and updating client, collateral and case management information on a regular basis. Enters client data into the PHS database with precision and thoroughness. Collaborates with PHS staff to ensure a seamless workflow and to resolve incomplete or unclear information as needed. Assist with database maintenance, upgrades, and enhancements.

3. Assist with the drafting, editing, and tracking of client and third-party correspondence following weekly Round Case Management meetings and upon request. Identifies and reconciles discrepancies in correspondence details with PHS staff when needed. Uploads all client related correspondence into the PHS database.

4. Assists the Medical Director, Executive Director and clinical staff with calendar management, including scheduling client and third-party meetings. Processes invoices and expense reports as needed.

5. May assist with organizing client case management and advisory committee meetings, including scheduling, preparing and circulating agendas, recording meeting minutes, and organizing other meeting logistics.

6. Perform additional responsibilities as assigned.

* A bachelor's degree, or equivalent relevant experience is required.

* At least two years of related administrative experience (preferably in a medical or healthcare organization, handling confidential information) is required.

* Proven ability to be proactive, work independently, prioritize workload, deliver high quality results, and meet time sensitive deadlines while managing multiple tasks and competing demands.

* Meticulous attention to detail, resourcefulness, flexibility, reliability, and willingness to learn are essential.

* Proficiency with Microsoft Office applications (Outlook, Word, Excel and PowerPoint).

* Experience with client databases and the maintenance process of a database system are necessary and data analysis experience is highly desirable.

* Strong organizational, problem-solving, analytical and time management skills.

* Excellent verbal and written communication skills, including demonstrated ability to prepare clear and concise correspondence.

* Excellent interpersonal and customer services skills. Ability to speak articulately and credibly with a professional demeanor to successfully relate to a wide diversity of staff, vendors and clients.

* Must be able to work effectively and productively, in a team-based environment, across all levels of staff.

* Aptitude for handling sensitive and confidential information with discretion and good judgment.

* Strong editing, proofreading, word processing, and data entry skills are important.

* Prior experience or involvement in a quality management program or process is preferred.

* Experience within the field of substance abuse and mental health is strongly preferred.

Our generous benefits offerings include: 3 weeks of paid vacation, 6 personal days, 12 sick days, 13 paid holidays, medical and dental plans, 401(k) plans with company match, back-up childcare assistance, tuition assistance and more!

The MMS has earned praise as one of the Top Places to Work in Massachusetts by The Boston Globe for the past 15 years in a row! The Globe surveys employees regarding their opinions about company leadership, benefits, ethics, values and culture, and recognizes those companies who receive high marks from their employees.