About Vitra Health

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs— supported by a Nurse, and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

To help share our mission and expand our community impact, Vitra Health is seeking a Client Care Specialist who is passionate about community engagement and helping people access the care and resources they deserve.

The Opportunity

The Client Care Specialist is responsible for supporting client experience strategy and program initiatives across assigned service areas with significant autonomy and discretion. This role is responsible for designing and optimizing client experience strategies, independently analyzing service quality trends, leading and directing service recovery initiatives, and driving consistent, high-quality outcomes across all client touchpoints through data-driven decision making and recommendations to leadership.

This position follows established processes and guidelines, works under general supervision, and requires strong organizational skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Key Responsibilities

• Perform client follow-up activities using the organization's EHR and related systems to support continuity of care and service quality
• Track client engagement trends, visit patterns, and service outcomes; prepare basic reports for leadership review
• Administer and monitor client and caregiver satisfaction surveys, ensuring timely completion and accurate documentation
• Identify potential service issues and escalate concerns to appropriate team members for resolution
• Support service recovery efforts by documenting issues and assisting with follow-up actions
• Address client inquiries and concerns in accordance with established procedures, escalating issues as needed
• Maintain client service data and assist in updating dashboards and reports
• Conduct periodic in-home or field-based client visits to gather feedback and assess satisfaction (as directed)
• Manage high-volume inbound and outbound client communication while maintaining excellent customer service standards
• Foster culture of customer service and commitment to quality care.
• Serve as a brand ambassador for Vitra reflecting our vision, mission, and values.
• Show genuine interest and compassion for the communities we serve.
• Perform other duties as assigned

What we are looking for:

• Bachelor's degree preferred or equivalent professional experience in healthcare, human services, or customer service
• Spanish language fluency required
• Experience in customer service, call center, healthcare support, or client relations roles
• Basic ability to track data, identify trends, and support reporting activities
• Proficiency in Microsoft Office Suite, particularly Excel
• Experience working with EHR or CRM systems preferred
• Strong communication, problem-solving, and organizational skills
• Ability to follow processes, manage competing priorities, and work both independently and as part of a team
• Willingness to travel periodically within assigned service areas

Work Environment and Physical Requirements

• Office-based work in a clean well-lit environment with fluctuating temperatures near others.
• Client-facing field staff and community liaisons require frequent travel to client homes or community settings; ability to drive safely; work in client homes may involve varying temperatures, odors, allergens, pets, and other environmental factors.
• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.
• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

Perks and Benefits:

• Employer sponsored health Insurance with a generous employer match.
• Dental and Vision Benefits.
• Supplemental Benefits
  • Life, Accident, Critical Illness and Disability Insurance.
• 401K with a 5% company match.
• Accrued Paid-Time-Off.
• Ten company paid holidays.
• Wellness Benefits.
• Tuition Reimbursement.
• Supportive team structure and company culture with a focus on work/life balance.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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