Concern Customer Service & Marketing Liaison

Job Description

Concern Customer Service & Marketing Liaison

Job Code
22321 FLSA Status

Job Family
CONCERN EAP

Job Summary The Customer Service & Marketing Liaison serves as a high-performing, dual-function role responsible for providing exceptional front-line administrative support (60%) and executing marketing and outreach initiatives (40%). This position is the first point of contact for client companies and their employees, ensuring a professional, positive, and solution-focused experience. In addition, the role supports growth and visibility of the EAP through marketing, social media management, and community engagement.

Job Responsibilities Administrative & Customer Service (60%)

• Serve as the first point of contact for client companies and employees by answering and triaging phone calls, scheduling appointments, and routing inquiries appropriately with professionalism and efficiency.
• Provide excellent customer service, ensuring all client requests are handled with accuracy, empathy, and confidentiality.
• Ensure electronic intake forms are properly completed, filed, and maintained in compliance with standards.
• Enter data into tracking systems and maintain accurate records for reporting purposes.
• Assist counselors with schedule management and coordination.
• Support the Director with contract monitoring, database updates, and administrative reporting.
• Assist with office billing and affiliate provider claims processing.
• Manage office supply and marketing material orders to ensure adequate inventory and timely distribution.
• Contribute to the development and implementation of standard operating procedures to improve efficiency.

Marketing and Outreach (40%)

• Serve as a marketing representative to strengthen existing client relationships and support new business development opportunities.
• Assist in expanding the affiliate provider network, serving as a liaison for billing, claims, and authorizations when needed.
• Manage and update Concern’s social media platforms, ensuring consistent, professional, and accurate content.
• Upload and maintain recorded trainings on YouTube, Buzz Sprout, and other platforms.
• Coordinate and represent Concern at health fairs, orientations, community trainings, and outreach events.
• Collaborate on marketing strategies and contribute to campaigns that enhance Concern’s visibility and engagement.
• Track and analyze marketing activities to identify opportunities for improvement.
• Optimize use of the EMR system to streamline operations and improve client experiences.

Specifications Experience Description Minimum Required Preferred/Desired

• Two years of administrative, customer service, or marketing experience.

• One or more years of employee assistance program, behavioral health, or healthcare environment preferred.

Education Description Minimum Required Preferred/Desired

• Associate’s degree in Business Administration, Marketing, or Communications.

• Bachelor’s degree in Business Administration, Marketing, Social Work Communications, or related field preferred.

Training Description Minimum Required Preferred/Desired

Special Skills Description Minimum Required Preferred/Desired

• Proficiency in Microsoft Office Suites
• Proficient verbal, written, and interpersonal communication skills
• Professional demeanor, customer-focused, and self-motivated with a high level of initiative
• Ability to prioritize multiple tasks and meet deadlines.
• Ability to manage confidential information with integrity.

• Proficiency in EPIC EMR and management of social media platforms.

Licensure Description Minimum Required Preferred/Desired None required. None required.

Reporting Relationships
Does this position formally supervise employees? If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager. Reporting Relationships

Work Environment Functional Demands Label Short Description Full Description Sedentary Very light energy level Lift 10lbs. box overhead. Lift and carry 15lbs. Push/pull 20lbs. cart Light Moderate energy level Lift and carry 25-35lbs. Push/pull 50-100lbs. (ie. empty bed, stretcher) Medium High energy level Lift and carry 40-50lbs. Push/pull +/- 150-200lbs. (Patient on bed, stretcher) Lateral transfer 150-200lbs. (ie. Patient) Heavy Very high energy level Lift over 50lbs. Carry 80lbs. a distance of 30 feet. Push/pull > 200lbs. (ie. Patient on bed, stretcher). Lateral transfer or max assist sit to stand transfer.

Functional Demands Rating (Select which from above functional demands is applicable)

Activity Level Throughout Workday Physical Activity Requirements - Sitting

Physical Activity Requirements - Standing

Physical Activity Requirements - Walking

Physical Activity Requirements - Climbing (e.g., stairs or ladders)

Physical Activity Requirements - Carry objects

Physical Activity Requirements - Push/Pull

Physical Activity Requirements - Twisting

Physical Activity Requirements - Bending

Physical Activity Requirements - Reaching Forward

Physical Activity Requirements - Reaching Overhead

Physical Activity Requirements - Squat/Kneel/Crawl

Physical Activity Requirements - Wrist position deviation

Physical Activity Requirements - Pinching/fine motor activities

Physical Activity Requirements - Keyboard use/repetitive motion

Physical Activity Requirements - Taste or smell

Physical Activity Requirements - Talk or hear

Sensory Requirements Color Discrimination Near Vision Far Vision Depth Perception Hearing

Environmental Requirements - Blood-Borne Pathogens

Environmental Requirements - Chemical

Environmental Requirements - Airborne Communicable Diseases

Environmental Requirements - Extreme Temperatures

Environmental Requirements - Radiation

Environmental Requirements - Uneven Surfaces or Elevations

Environmental Requirements - Extreme Noise Levels

Environmental Requirements - Dust/Particular Matter

Environmental Requirements - Other