The Clinical Services Follow-Up Coordinator provides follow-up support, consumer satisfaction outreach, service linkage, and advocacy assistance to individuals served across current and future agency programs. The role conducts outbound follow-up calls, assesses caller and client needs, connects individuals to appropriate providers, and completes continued follow-up in accordance with established guidelines to help ensure needs are addressed.

This position supports follow-up coordination across assigned agency programs and services as organizational needs evolve. To be considered for this role, applicants must reside in Oklahoma.

 Job Responsibilities:

• Conduct follow-up calls with individuals referred through assigned agency programs and services.
• Maintain accurate documentation of follow-up activity, service outcomes, and client data.
• Prepare and submit required weekly, monthly, quarterly, and annual reports.
• Provide training and guidance for follow-up processes and procedures across all applicable agency programs.
• Follow established Follow-Up Quality Improvement protocols and support related improvement efforts.
• Provide additional quality improvement coverage when scheduling or departmental needs require.
• Stay informed about research, best practices, and program updates related to suicide prevention, crisis response, information and referral, Tribal services, and other agency program areas.
• Participate in suicide-prevention–related committees within and outside of HeartLine, and assist in presentations related to suicide prevention as requested.
• Serve as an active advocate at the community, state, and national levels to help reduce suicide rates.
• Other duties as assigned.

Education: Some college experience required; bachelor’s degree in social services, psychology, social work, or a related field preferred.

Experience: Nonprofit experience and a background in mental health or crisis intervention are preferred. Relevant experience may be considered in place of formal educational requirements.

Required Skills and Abilities:

• Strong verbal and written communication skills with the ability to convey information clearly.
• Excellent interpersonal skills and a strong commitment to customer service.
• Ability to collaborate effectively with staff, volunteers, and team members while also working independently.
• Strong computer literacy with the ability to navigate and use multiple digital systems.
• Effective time management skills with the ability to prioritize tasks and meet deadlines.
• Compassionate and nonjudgmental approach when assisting individuals with diverse and complex needs.
• Strong attention to detail with the ability to multitask effectively.
• Candidates must be willing to work days, evenings, and weekends.
• Ability to handle and manage stress due to scope and type of chats that may be received. 
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop. 

Benefits: 

HeartLine offers a comprehensive benefits package to eligible full-time employees and their eligible family members. Benefits begin the first of the month following 60 days of full-time employment and include: 

• Medical, dental, and vision insurance 
• HeartLine currently pays 90% of the employee-only premium for the core medical plan
• $30,000 employer-paid basic life insurance
• Voluntary benefits through Mutual of Omaha, including term life, short-term disability, critical illness, hospital indemnity, and accident insurance
• 401(k) retirement plan eligibility beginning the first of the month following six months of employment, with a dollar-for-dollar employer match on the first 2% of eligible compensation contributed, subject to a six-year vesting schedule
• Eligibility for the Public Service Loan Forgiveness (PSLF) Program as an employee of a qualifying nonprofit organization

Benefits, eligibility requirements, and employer contributions are subject to change.  

Work Environment:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.