Clarifi

Counselor

• Take client referrals from the BenePhilly Helpline and contact clients to triage cases and schedule appointments for benefits counseling services, either in-person or over-the-phone.
• Provide benefits counseling services including comprehensive eligibility screenings, assistance applying via online submission portals, guidance with document requirements, and post-submission next steps.
• Provide clients with additional referrals based on needs assessment, including referrals for additional Clarifi services and community referrals.
• Build trusting client relationships by showing empathy, offering clear and relevant guidance, and delivering services with client center, culturally proficient, non-judgmental manner.
• Document client success through client stories (outcomes achieved) or client challenges (barriers) to support program development and inform improved service methods.
• Manage confidential client information with a rigorous dedication to organizational security protocols around every aspect of client data.
• Perform all computer system functions associated with the intake session and client record, including working with internal and external systems and client data management systems. These functions include but are not limited to collecting, tracking and reporting required data. Complete program related data entry with minimal errors.
• Ensure that data collected and input within applicable systems meets agency, funder and regulatory standards.
• Provide exceptional client support by collaborating across departments to quickly resolve issues and ensure seamless experience.

Benefits Counselor

Manager

• Overseeing essential program delivery functions through staff training, supervision of client-facing staff, and completion of compliance tasks
• Collaborating with both internal and external stakeholders to make informed decisions to maximize program impact
• Managing the performance and professional development of team members in client-facing roles
• Using knowledge of all programs to coordinate processes around client counseling sessions
• Ensuring that incoming calls and other channels of communication are managed by staff in a timely and effective manner
• Overseeing client complaint processes including escalations and resolution of client concerns
• Coordinating the training of new staff on technology tools core to service delivery
• Supporting program management by diligently fulfilling functions such as reviewing files or trust account management
• Identifying opportunities to improve processes to create efficiencies and reduce cost of service delivery

Benefits Counselor

Service Delivery Manager