ORGANIZATION OVERVIEW

MOMCares serves under-supported mothers with NICU experiences in Baltimore City by providing prenatal and postpartum doula care including transportation, advocacy, self-care opportunities and nutritious meals to mothers and their families. Our mission is to reverse the crisis of Black maternal health nationwide by providing life-saving services.

JOB DESCRIPTION

The MOMCares Client Support Specialist role leads the MOMCares team as the spokesperson for client needs to audiences of all levels. The Client Support Specialist is responsible for Managing 3-4 staff members. Client experience includes data collection, grant reporting, budget management, and program development using human centered design. The Client Support Specialist will engage with families across programs to ensure satisfaction and efficacy.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Experience (80%)

• Promote the continuing development of a client-centered culture for Momcares

• Manage a team who answer questions about products or services, events, handle shipping or delivery issues, and handle other client service issues

• Become an expert resource for any client related topics

• Analyze and improve processes as a resource for clients

• Implement new technologies that improve client service

• Work with executive management to create an action plan to improve client satisfaction based on feedback

• Develop and implement training programs for employees to improve client service skills and knowledge of company policies

• Respond to inquiries about MOMCares programs, including face-to-face, over the phone/text, and web-based conversations – schedule client intake and follow-up appointments and make appointment reminder calls

• Discuss barriers to care with clients, including transportation, childcare, housing, employment, and insurance – Provide referrals to appropriate community programs to assist with barriers.

Operations and Evaluation (20%)

• Provide processes for monitoring performance and collaborating with program teams to determine ways to improve

• Develop or approve budgets and operations

• Report detailed status updates to leadership and executive team

• Enter, retrieve, and update information including online client/stakeholder records and generate reports using computer software applications.
  

REQUIRED QUALIFICATIONS

• Minimum two years’ experience working in related environment

• Excellent oral and written communication skills

• Must be organized and able to meet and manage scheduling demands

• Thorough understanding and knowledge of diverse communities, underserved populations, inclusivity, and accessibility

• Competency in word processing and presentation software; database experience helpful

• Ability to work flexible schedule including days, evenings, and occasional weekends

• Must possess a valid driver’s license and have access to reliable, insured vehicle

• Ability to develop processes and strategies for working efficiently

• Ability to communicate effectively through interpersonal, verbal, and written interactions.

• Possesses the ability to effectively work autonomously

• Demonstrated resilience navigating rapid change

• Proven ability to build and cultivate relationships

This role will be a hybrid position with a minimum of two days in office and three days of remote work.

BENEFITS

• Medical, vision, and dental packages available. Generous PTO

• Org sponsored wellness days, mental health days, Floating Holidays, ability to bring child into work, annual extended holiday break)

• Be part of a small team making significant impact for Baltimore's families

COMPENSATION

• Salary: $60,000