Referral Coordinator (Temporary)

Position: Referral Coordinator

Reports To: Director, Marketing & Communications

Department: Marketing & Communications

Supervisory Role: No

Compensation: $27.88–$31.73/ hour

Location: Remote, U.S.
FLSA Status: Temporary, Non-Exempt

POSITION OVERVIEW

The Referral Coordinator serves as a point of contact for current and prospective Nurse-Family Partnership and Child First clients through national referral platforms. This position manages and coordinates incoming referrals and inquiries from network partners and external referral sources, provides customer service to those seeking information about services, and maintains referral records and documentation that support business operations.

This is a temporary assignment expected to continue through the end of 2026 with the potential for extension based on business needs.

ESSENTIAL DUTIES & RESPONSIBILITIES

70% | Referral Intake and Client Services

• Serve as a point of contact for external client and referral partner inquiries for both Child First and Nurse-Family Partnership programs.
• Respond to client and referral partner inquiries by phone and online within 48 hours in English and Spanish.
• Track and report lead and referral activity in customer relationship management (CRM) system.
• Document client interactions and referral activities.
• Maintain detailed time records to support workload management and reporting.
• Screen referrals to determine eligibility and connect clients to the appropriate program within 48 hours of initial contact.
• Serve as the primary point of contact for parents and caregivers who have lost contact with their assigned home visitor and support efforts to reestablish communication.
• Address client concerns and complaints, document and escalate issues in accordance with the complaint management process.
• Connect clients who are ineligible for services to the state 211 system and other proper community resources, as applicable.
• Escalate complaints within 24 hours of receipt and document activities in the complaint processing system.

30% | Organizational Support

• Manage and respond to the main voicemail system, directing callers to the appropriate department, as needed.
• Route non-referral emails through shared inboxes to the appropriate department.
• Monitor the Changent Marketing inbox, as needed.
• Support marketing automation platform administrative activities, as needed.
• Support administrative updates to the WordPress website, as needed.
• Design and update Changent screen savers.
• Support marketing platform administrative activities, as needed.

KNOWLEDGE, SKILLS, & EXPERIENCE

• High school diploma or equivalent required.
• Minimum 3 years of experience in sales, customer service, client relations, or a service or care delivery profession; a clinical or social work background is desirable.
• Experience using client management software and applications strongly preferred.
• Ability to moderate and facilitate application and online communications.
• Demonstrated organizational skills.
• Flexibility, initiative, and the ability to work effectively in an independent setting.
• High professional and ethical standards for handling confidential information.
• Self-starter with the ability to work effectively remotely.
• Knowledge of community resources and referral processes.
• Strong communication and interpersonal skills.
• Professional telephone and voicemail communication skills.
• Commitment to accurate time tracking and documentation of work activities.
• Bilingual (English/Spanish) preferred.

SUPERVISORY RESPONSIBILITIES

This position reports to the Director, Marketing & Communications and does not have direct reports.