Client Services Representative & Alumni Coordinator

Who We Are

STR Cedar Creek is a residential mental health treatment center in Warminster, Pennsylvania, offering structured, evidence-based care for adults 18 and older living with complex mental health conditions. Nestled in Bucks County, the program provides the time, space, and support to step away from the pressures of everyday life and focus fully on healing.

At STR Cedar Creek, clinical expertise and genuine compassion go hand in hand. The team gets to know each client - their story, their needs, their goals - and builds a treatment plan around them. The focus isn't just on managing symptoms. It's about helping clients feel like themselves again.

STR Cedar Creek is a program of STR Behavioral Health, nationally recognized by the Human Rights Campaign for LGBTQIA+-affirming care.

What We Offer:

• Team driven culture based on our 5 Star Service Commitment
• Multiple Career Development Pathways
• Company Supported Continuing Education & Certification
• Multiple Health Plan Design Options Available
• Flexible Dental & Vision Plan Options
• 100% Company Paid EAP Emotional Well-Being Support
• 100% Company Paid Critical Illness (with health enrollment plan)
• 100% Company Paid Life & ADD
• 401K with Company Match
• Company-Sponsored HSA, FSA, & DSA Tax Savings Accounts
• Parental Leave
• Generous Team Member Referral Program

How You Will Contribute:

The Client Services & Alumni Coordinator aids the admissions process by coordinating tours and facilitating onsite admissions within the residential level of care. They act as a liaison with potential clients, alumni, families, referral sources and treatment team members. The Client Services & Alumni Coordinator serves as the facility patient advocate, seeks client and alumni feedback, documents, and seeks resolution for client concerns.

Relationships and Contacts

Within the organization: Initiates and maintains strong professional relationships with peers, immediate supervisor, and leadership throughout the organization.

Outside the organization: Initiates and maintains strong professional relationships with clients and families, clinical providers, referral partners and vendors, as needed.

Essential Responsibilities

• Engages clients and families in preadmission welcome call prior to client arrival; explains what to expect, answers questions, and provides important reminders.
• Welcomes clients, families, and referral sources on the day of admission and completes admission paperwork as indicated, per admissions process.
• Facilitates tour of facility and provides a warm handoff to the clinical team.
• Communicates with referents, clients, and families appropriately and effectively.
• Acts as the "concierge" ensuring the onsite admissions process proceeds smoothly.
• Makes initial contact to family/referents once client has arrived in treatment.
• Supports clients as the Patient Advocates of the facility, ensuring that all client voices are heard appropriately.
• Maintains up to date records of patient advocacy concerns, brings concerns to treatment team members supporting resolution and follow through as appropriate.
• Supports the Case Manager in discharge process, as needed.
• Facilitates client welcome and orientation groups and alumni engagement events.
• Supports the Alumni Program by encouraging and promoting the Alumni Program services among clients.
• Supports the clients by utilizing against medical/therapeutic advice redirection techniques to encourage program engagement and completion.
• Conducts periodic alumni outreach and engagement at prescribed intervals and time periods.
• Documents outcome data measurements within Salesforce.
• Requests and collects alumni feedback and testimonials at time of discharge.
• Requests and collects client and/or family google reviews at time of or after discharge.
• Supports alumni communication mediums including social media, blogs, location/company websites to ensure all information is current and engaging.

Additional Responsibilities

• Functions within the guidelines of the facility's Code of Ethics and in accordance with corporate compliance.
• Conducts chart audits following program policy timelines, as requested.
• Consistently arrives to work on time, rarely missing scheduled shifts, and promptly notifies supervisor when absent.
• Demonstrates an ability to adapt to changes in the facility function, management styles, and facility routines.
• Reads, understands, adheres to, and models all company policy statements on ethics, conduct, and conflict of interests.
• Adheres to facility policies, procedures, rules, and regulations, implementing regularly.
• Maintains positive attitude and acts as a team player with others on the treatment team.
• Attends and completes all training within assigned time frames as required by the facility.
• Writes clearly, informatively, and effectively.
• Performs other duties as assigned.

Education and Experience

Position requires Associate's degree or equivalent in combined education and experience. Position requires a minimum of 3 year(s) experience in a behavioral healthcare setting, preferably with clients with complex Mental Health/SUD. Admissions experience in a fast paced environment, strongly preferred.

Additional Requirements

• Position requires incumbent to have a valid driver's license, vehicle insurance and acceptable driving record.
• Clearance of criminal background, TB test, and any other mandatory state/federal requirements.
• Current CPR and First Aid certification, or willingness to complete within the first 30 days.

STR Cedar Creek provides equal employment opportunities without regard to race, color, creed, ancestry, national origin, ethnicity, sex, gender, sexual orientation, marital status, religion, age, disability, gender identity, genetic information, service in the military, or any other characteristic protected under applicable federal, state, or local law. Equal employment opportunity applies to all terms and conditions of employment. STR Cedar Creek reserves the rights to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. Reasonable accommodations may be made to reasonably accommodate qualified individuals with disabilities. This job description is not an employment contract, implied or otherwise. The employment relationship remains "At-Will."