• Consistently provide exceptional and proactive clinical and business support to retain clients and optimize relationship. Support includes providing a variety of consultations and coordinating formal referrals, managing critical incident responses, and providing and coordinating Espyr training services for end users.
• Comply with all Clinical and Professional protocols, processes, and policies at all times.
• Understand Espyr's services and value proposition to advocate the benefits of our products and services to our client organizations and customers (end users).
• Using a consultative approach, establish effective relationships with our clients and proactively collaborate with them and with other Espyr team members on opportunities for service enhancement, up-sell/cross-sell opportunities, and the optimization of products and services to meet the client's specific needs.
• Answer all telephonic and email requests from customers in an accurate and timely manner (minimally within 24 business hours).
• Exhibit excellent interpersonal and problem-solving skills to retain and service our client relationships.
• Records, tracks, and reports on all customer interactions, and feedback using designated tools.
• Maintains security of area/materials/ private information. This includes both physical/ virtual storage and filing.
• Schedules quarterly or periodic conference calls with select customers to discuss their goals, status, and overall satisfaction.
• Plan and coordinate work over weeks and months with an awareness of activities by other team members, areas and/or groups. Maintain a professional demeanor and appearance with customers and co-workers in order to represent Espyr's values and standards on a daily basis.
• Within the department and company, demonstrate a high degree of collaboration, proactive problem solving, decisiveness, personal accountability, interpersonal communication skill, and professionalism at all times.
• Successfully perform Critical Incident (CI) Response services dealing with grief and/or trauma for local companies.
• Successfully perform workplace educational services and training.
• Perform daily duties, undertake and complete projects in area of expertise with minimal supervision.
• Perform additional projects/tasks assigned by the Org Services Manager, or Team Lead or Leadership.

• Excellent interpersonal communication, relationship-building, and consultative skills.
• Excellent organizational, time management, problem resolution and proactive communication (written and verbal) skills.
• Analyzes and evaluates information; assimilates and understands incoming information and uses cognitive skills to determine direction independently.
• Response, answers or directs information request on a variety of topics.
• Adapts to shifting priorities.
• Maintains a calm façade, displays enthusiasm, and is positive even under pressure.
• Efficient, and detail-oriented with the ability to handle multiple tasks simultaneously.
• Must be able to work independently as a part of a team.
• Must be able to perform tasks in a fast-paced environment and meet strict deadlines.
• Proactively identifies solutions that enhance team performance and improve customer retention and/or relations.
• Perform CI responses and Trainings as needed and to standard.
• Performs other related duties as assigned or apparent.
  

• Achieves the Espyr target for a retention rate of assigned customers.
• Achieves the Espyr target for the satisfaction of assigned customers.
• Achieve the Espyr target for satisfaction on Training and CI conducted, whether in person or through coordination.
• Consistently demonstrates proactive problem-solving, effective interpersonal communications, clinical professionalism, personal accountability, teamwork, and commitment to our values and standards.
• Activities and times are documented accurately and appropriately in Health cloud.
  

• Master’s degree in a mental health field.
• Maintains active independent professional license(s) or is licensed and actively pursuing full independent licensure.

Espyr® is a leading voice in the field of mental health solutions. Our mission is to enable people and organizations to achieve their full potential. One of the ways we do this is by providing immediate, customizable behavioral health solutions that extend beyond mental health counseling. We aim to help clients care for their members holistically with technology-enabled coaching and counseling, leading to higher engagement, reduced health claims, and better ROI.