Care Executive Centre/online

About the job

**About Children First**:
Children First is a Child and Adolescent Mental Health Service across Delhi and Gurgaon. We have been providing ethical, effective, and holistic solutions for children and adolescents until the age of 25 years for over 15 years. About Mental Health services Our mental health team consists of psychologists, arts-based therapists and consulting professionals. We work collaboratively with children/youth and their families/networks to provide holistic care.

**1. ** **Centre Care Executive**

**2. Online Care Executive**
- **About the Role**

This role is part of our Care Team and caters to client queries and requests received at the centre. As the care manager for our centres in Delhi and Gurgaon, the role will require one to attend to clients and manage the day-to-day operations of the centre. Both these aspects of care would be the purview of this role.

This is a full-time in-office role based in Delhi / Gurgaon from Monday to Saturday.

Shift time: Roster between 9:30 am - 7:30 pm

**Responsibilities**

Centre Care and Operations
- Ensure a warm and welcoming space for clients and families
- Managing the atmosphere of the waiting spaces to ensure a child friendly space
- Book new client sessions based on clinician availability and escalate when slots are not available
- Managing office supplies, facility bills and ensure decorum and hygiene at the centre
- Assisting in ensuring centre safety and basic requirements of the clients are answered

Prioritising Client Care
- Communicate any client needs or concerns to the appropriate staff members
- Manage new client queries on across calls, frontdesk, walk-ins
- Provide information to clients about services, scheduling appointments, and give facility tours whenever required
- Process payments, manage billing inquiries post sessions from clients and provide invoices to the clients
- Serve as a liaison between clients, families, and the clinical team
- Support clinicians with print outs, documentation, prescription printing, etc.
- Assist with client registration and documentation
- Assisting clients with arranging follow ups right after a session is complete.

**Qualifications**
- Bachelor’s degree in any field. Desirable qualification in health
- 2-3 years of experience in frontdesk management, clinic manager role, etc.

**Skills and Qualities**
- Excellent communication and interpersonal skills with fluency in both English and Hindi.
- Patience and empathy when dealing with client queries on calls or in-person
- Excellent organisational skills, with the ability to use Excel and scheduling software.
- Empathy and patience when working with children and families.
- Awareness and willingness to work in the Mental Health space.
- Ability to work collaboratively in a multidisciplinary team environment.
- Proficiency in using electronic health records and other administrative software.

2. **About the Role**

This role is part of our Care Team and caters to client queries and requests received online. As part of a client care role, one will ensure that no query received at CF is left unanswered. You will be responsible for holding the client at the first step and ensuring all queries are answered within the stipulated time. All client management till the enrollment to a service at Children First will be the KPI for this role.

This is a full-time in-office role based in Delhi / Gurgaon from Monday to Saturday.

Shift time: Roster between 9:30 am - 7:30 pm

This is not a front desk role and manages client queries received _**online**_ via calls, website, messages, etc.

**Responsibilities**
- To ensure that all new and unique queries are answered same day and appropriate bookings are provided to the clients
- Coordinate with the clinical team to optimise appointment slots and minimise waiting times.
- Follow up with clients for upcoming appointments and support with any necessary preparations.
- Manage cancellations and reschedules from clients and clinicians
- Ensure smooth delivery of online session through reminder calls and sending session links
- Manage referrals and timely allocation for clients
- Ensure smooth transition of clients to respective Client Care Facilitator once clients enrol in a Children first service
- Manage client escalations and highlight to the necessary stakeholders

**Qualifications**
- Bachelor’s degree in any field. Desirable qualification in health
- 2-3 years of experience in a client success, client coordinator role, etc.

**Skills and Qualities**
- Excellent communication and interpersonal skills with fluency in both English and Hindi.
- Patience and empathy when dealing with client queries on calls or in-person
- Excellent organisational skills, with the ability to use Excel and scheduling software.
- Empathy and patience when working with children and families.
- Awareness and willingness to work in the Mental Health space.
- Ability to work collaboratively in a multidisciplinary team en