Office & Community Relations Coordinator

Description

Position Title: Office & Community Relations Coordinator

Program/Dept: Teen and Family Wellness-Palo Alto/Administration

Reports to: Community Relations Leader

Classification: Regular, Full-Time, Non-Exempt

Salary Range: $28-$32 an hour + Full Benefits Package

About Us:Founded in San Mateo, California, in 1964, Caminar’s thriving programs and services serve more than 48,000 individuals annually across San Mateo, Santa Clara, San Francisco, Solano, and Butte Counties. Our nonprofit organization’s portfolio of behavioral health and supportive services empowers and supports individuals and families to move toward resilience, wellness, and independence. As demand for youth and family services increases, we are expanding our capacity to provide high-quality outpatient treatment to teens (ages 12–17) and their families, including a self-pay option for timely access to care.

Position Summary

The Office & Community Outreach Coordinator is the first point of contact for families seeking outpatient mental health services for teens (ages 12–17). This position is responsible for performing administrative, front desk, billing, marketing support, and client service functions. The coordinator ensures smooth front-office operations while supporting clinical staff, communicating directly with parents/guardians/caregivers regarding scheduling, client documentation, and payment processing, and providing exceptional customer service to families. The coordinator works closely with the Community Relations Leader and provides support with creating and distributing informational materials, documenting referral partnerships, and periodically attending/supporting community events.

Essential Duties & Responsibilities

• Provide welcoming, professional, and compassionate customer service to teens (ages 12–17) and their families at check-in and over the phone.
• Answer a multi-line phone system, route calls, and respond to inquiries regarding services, schedules, and payment processes.
• Manage client flow in the waiting area, notify staff when appointments have arrived, and ensure teens are accompanied by guardians where appropriate.
• Schedule intake assessments, ongoing therapy appointments, and maintain accuracy in the master calendar.
• Serve as the main point of contact for parents/guardians regarding scheduling and required intake paperwork.
• Collect, process, and record self-pay payments (credit card, HAS, FSA) at time of service.
• Communicate with parents/guardians regarding payment responsibilities, balances, and receipts in a professional and empathetic manner.
• Maintain accurate records of self-pay transactions, generate receipts, and reconcile daily deposits.
• Support insurance verification and billing coordination as needed, ensuring correct entry into EHR and billing systems.
• Assist in resolving payment issues and coordinate with the Administrative Support Manager for follow-up on outstanding balances.

Administrative Support

• Perform timely and accurate data entry of client information into electronic health records (EHR), ensuring compliance with HIPAA and 42 CFR Part 2 regulations.
• Prepare and maintain organized clinical charts and files.
• Support intake documentation for new clients, including release forms, consent, and payment agreements.
• Assist with correspondence, copying, faxing, ordering supplies, word processing, and meeting minutes.
• Participate in department and agency trainings as assigned.

Team & Agency Contributions

• Work collaboratively with admin and clinical staff, supporting operational needs across the outpatient program.
• Promote an atmosphere of dignity, respect, and teamwork in line with Caminar’s mission and values.
• Perform other duties, responsibilities, and special projects assigned.

Requirements, Qualifications, Skills & Abilities:

• Relationship Management: high comfort with acting as a point of contact for community referral partners, which may include schools, family law practices, physician and pediatrician groups, donors, senior leadership, members of Caminar’s Board, and external business leaders.
• Customer Service—manages difficult customer situations, responds promptly to customer needs, and solicits customer feedback to improve service.
• Ability to maintain a high level of confidentiality, a professional demeanor, and to always represent the organization in a positive manner. Must demonstrate maturity, good judgment, and emotional stability.
• Working knowledge of marketing and community outreach practices.
• Oral and written communication—speaks clearly and persuasively in positive or negative situations; Completes formal written communications skillfully and professionally.
• Must be passionate about Caminar's mission.
• High School Diploma or GED is required. Bachelor's degree strongly preferred. Absent a BA, must have prior office or reception experience or possess an AA.
• 1-3 years of related work experience or equivalent combination of education and experience.
• High proficiency and understanding of insurance billing and payments processing: EOBs, ICD-9/ICD10 and CPT coding.
• Knowledge of EHR preferred.
• Spanish bilingual preferred.
• Excellent computer skills in a Microsoft Windows environment, including email and Internet navigation, are required. Experience with EHR strongly preferred. Experience with web-based time and attendance, staff training, and development systems is strongly preferred.
• Problem solving—identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Quality management—looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Planning/organizing—prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Adaptability—adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events. Ability to act quickly and appropriately in emergency situations.
• Dependability—is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Consistently engages in forward thinking by completing tasks before being asked.
• Safety and security—actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
• Must be a dynamic self-starter with demonstrated ability to work independently at the front desk.

Position Requirements:

• Physical: Occasionally required to push/pull objects up to 50 lbs., and to lift/carry objects up to 25 lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, etc. Must be able to walk, stand, and sit for extended periods.

• Sensory: Frequently required to read documents, written reports, and plans. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with residents and staff, etc. Must be able to speak clearly and understand/be understood using the English language.
• Cognitive: Frequently required to concentrate on moderate detail with constant interruption. Must be able to attend a task/function for 20-45 minutes at a time. Frequently required to understand and relate to specific ideas, several at a time. Must be able to remember multiple tasks/assignments given to self and others over a period of several days.
• Environmental Conditions: Frequent exposure to varied office and mixed (residential/office) environments. Occasional exposure to toxins and poisonous substances, dust, and loud noises.
• Equipment: Frequently required to use a computer, phone, and fax machine.

Essential Requirements:

• Must be able to meet and receive a criminal records clearance, as required by Title XXII, other licensing regulations, and Caminar practices.
• This position may require limited, occasional, or frequent driving. If required, a valid California driver license, a reliable personal vehicle, and current personal auto insurance is required by law. In addition, an MVR sufficient to obtain and maintain insurability under agency auto liability policies are all essential job requirements.
• Must be able to pass post offer, pre-employment medical and drug tests as required under State Community Care Licensing regulations and/or agency policies.
• If applicable, a personal cell phone with reliable service and a data plan to use for business purposes.
• May be required to obtain and maintain First Aid and CPR certification.

We've Got You Covered

Medical, Dental, and Vision
Health coverage choices to fit you and your family’s needs. A zero-cost option for employee only and generous contributions to employee and dependent premiums.

Flexible Spending Account
Receive tax savings on out-of-pocket health care costs.

Employee Wellness Program
We’ll reimburse you for a portion of your gym/fitness dues.

Life, Long-term Disability,and AD&D Insurance
Provided at no cost to our full-time employees. Includes an option to purchase additional life coverage for both employees and dependents.

Paid Time Off
We offer thirteen paid holidays and a generous sick and vacation benefit.

401(K) Retirement Savings Plan
We offer options for both pre-tax and post-tax (Roth) contributions.
The plan also offers an employer match on eligible employee deferrals at one year of service.

Commuter Benefits
Commuting to work each day can be expensive. Receive tax savings on your commuting costs!

Employee Assistance Program
For whatever issue you might face, our Life Assistance Program offers free, confidential assistance at no cost to you.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time based on business need. This job description is subject to change at any time.

Caminar is a leader in providing innovative client-oriented mental health services. We are an equal opportunity employer. Please visit our web site at www.caminar.org