Client Support Coordinator I

About Octave

Octave is a modern behavioral health practice committed to setting a new standard for high-quality, accessible care. Operating with in-person and virtual clinics across multiple states, we provide evidence-based individual, couples, and family therapy. We also pioneer relationships with payers to enhance affordability through insurance, building a sustainable system that prioritizes equity, accessibility, and effectiveness.

About the Client Support Coordinator I Role

The Client Support Coordinator I is a vital member of our Operations Support Team, serving as an advocate for clients to ensure they receive essential support. This role involves daily client interactions, including managing correspondence, answering questions, and educating them about our services. You will also assist in preparing new clients for care, ensuring they are well-informed and set up for success. This position acts as the primary connection point between clients and the Octave system, always demonstrating care, compassion, and competence.

Responsibilities

• Manage and respond to client communications across various platforms, such as over the phone, via email, and chat, in a timely, warm, and efficient manner utilizing approved templates and/or workflows. Escalating any potential issues as needed.
• Serve as a primary resource for client education regarding Octave services.
• Assist with onboarding new clients for Octave services, including the completion of paperwork and collection of billing information.
• Collaborate with colleagues to explore innovative ways to streamline processes and meet service standard goals.
• Embody Octave’s mission to deliver extraordinary care in every interaction with clients and colleagues.
• Accurately document client interactions in systems and escalate issues as needed.
• Learn and follow protocols for client intake, scheduling, and general support.
• Support team projects and administrative tasks as assigned.

Preferred Qualifications

• Minimum 1 year experience in a high-touch customer service role.
• Minimum 2 years experience in an administrative role.
• Product management skills are a plus.
• Strong attention to detail in a fast-paced environment.
• Excellent written and verbal communication skills.
• Track record of identifying and implementing process improvements.
• High comfort level multitasking between software systems.
• Open to performing tasks outside of your defined role with an eagerness to learn and grow.
• Ability to handle sticky or sensitive situations with discretion and care.

Octave's Company Values

• We’re human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We’re willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your ideas, and help make this company better.
• Partnership paves the path ahead. We don’t operate in a silo, internally or externally. To transform the system, we believe in working with others to create something bigger, better, and stronger.
• Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
• Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust – and always leave things better than we found them.
• There are people behind every data point. We recognize that numbers tell only one part of the story, and we also do the work to understand impacts at the individual level.

Physical Requirements

• Available to work Tuesday to Saturday 9am to 5:30pm or 6pm EST.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to frequently communicate with others through virtual meeting applications such as Zoom and Google Meet.
• Must be able to observe and communicate information on company provided laptop.
• Move up to 10 pounds on occasion.
• Must be eligible to work in the United States without sponsorship now or in the future.

Compensation

Octave is committed to pay equity and follows Pay Transparency regulations. Starting pay for qualified applicants will depend on a combination of job-related factors, including education, training, experience, location, business needs, or market demands. The expected salary range for this role is subject to modification.

The salary range for Geo 1 (all states, excluding those in Geo 2 or Geo 3, and D.C.) is $25.00 - $26.49 per hour.

The salary range for Geo 2 (CO, HI, MD, RI) is $27.50 - $29.13 per hour.

The salary range for Geo 3 (AK, CA, CT, MA, NJ, NY, WA) is $28.75 - $30.48 per hour.

Additionally, this position is eligible for company sponsored life insurance, disability, and AD&D plans. Voluntary benefits such as 401k retirement, medical, dental, vision, FSA, HSA, dependent care, and commuter/parking options are also available. Octave offers generous Paid Time Off as well as paid parental leave benefits.

Application Instructions

Please complete the following application. The U.S. Equal Opportunity Employment Information questions are optional and used for EEOC reporting purposes only. Octave is committed to an inclusive workplace environment, and this information will not inform hiring or employment decisions.

Key skills/competency

• Client Support
• Customer Service
• Administrative Support
• Communication Skills
• Process Improvement
• Client Onboarding
• Problem-Solving
• Documentation
• Multitasking
• Empathy