Client Engagement Specialist
(Client Service / Case Management Support)
About Us
We are a California-based, in-home and community neurorehabilitation program specializing in brain injury recovery. Our multidisciplinary team is dedicated to helping individuals reintegrate into their communities with greater independence, safety, and quality of life.
We are seeking a Client Engagement Specialist who will play a critical role in supporting case management and enhancing the client experience across the continuum of care.
Position Overview
The Client Engagement Specialist serves as a key liaison between clients, families, case managers, and interdisciplinary providers. This role supports care coordination, client engagement, and administrative functions to ensure seamless service delivery and optimal outcomes.
This position requires a highly organized, compassionate, and proactive professional who thrives in a fast-paced, mission-driven environment and is committed to supporting vulnerable populations.
Key Responsibilities
Care Coordination & Case Management Support
• Support case managers in daily operations, including scheduling, appointment confirmations, and coordination of services
• Facilitate clear, timely communication between case managers and stakeholders (clients, families, providers, attorneys, and payors)
• Assist in maintaining accurate and organized electronic records and documentation
• Support care plan implementation by ensuring services are delivered as scheduled and aligned with treatment goals
Client Engagement & Support
• Build and maintain therapeutic, professional relationships with clients and their support systems
• Provide resources, guidance, and assistance to promote client participation and engagement in their care
• Identify barriers to care (cognitive, behavioral, environmental, psychosocial) and escalate appropriately to the case manager
• Promote self-advocacy, independence, and client-centered decision-making
Interdisciplinary Collaboration
• Coordinate with healthcare professionals and service providers across multiple disciplines and care settings
• Support safe transitions of care and continuity of services
• Assist in ensuring all parties are informed of care plans, updates, and changes
Quality, Outcomes & Compliance
• Assist in monitoring service delivery and progress toward measurable outcomes
• Support case managers in evaluating effectiveness of care plans and resource utilization
• Ensure documentation and processes align with organizational standards, regulatory requirements, and medical-legal expectations
• Assist with coordination and documentation of clinical and psychosocial services
Administrative & Operational Support
• Organize and upload therapy documentation and reports in a timely manner
• Assist with tracking service delivery, attendance, and care coordination activities
• Maintain organization of files, schedules, and communications across systems
Required Skills & Competencies
• Strong interpersonal skills with the ability to engage diverse populations, including individuals with cognitive, physical, and behavioral challenges
• High level of empathy, professionalism, and emotional intelligence
• Excellent verbal and written communication skills (clear, concise, and audience-appropriate)
• Strong organizational, multitasking, and time-management abilities
• Ability to work independently while collaborating effectively within a team
• Critical thinking and problem-solving skills, especially in complex or high-pressure situations
• Ability to maintain confidentiality, professional boundaries, and ethical standards
Qualifications
• Bachelor’s degree in healthcare, social work, psychology, counseling, or a related field (or equivalent experience)
• Minimum of 2 years of experience in case management, care coordination, or social services
• Experience working with individuals with brain injury or neurological conditions preferred
• Knowledge of community resources, referral processes, and care systems
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and data management systems (e.g., EMR/CRM platforms)
• Strong documentation and administrative skills
Additional Requirements
• Valid driver’s license with a clean DMV record and reliable transportation
• Ability to manage multiple cases and priorities in a fast-paced environment
• Self-directed, resourceful, and proactive
• Comfortable building relationships with clients, families, providers, and community partners
• Commitment to continuous learning and professional growth
Work Environment
• Remote/telephonic with coordination responsibilities across community-based settings
What Success Looks Like in This Role
• Clients feel supported, informed, and engaged in their care
• Case managers are effectively supported, allowing them to focus on clinical and strategic oversight
• Communication across all stakeholders is clear, timely, and coordinated
• Services are delivered efficiently, with minimal gaps or delays
• Documentation and processes meet high standards of quality, compliance, and advocacy
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