Meet Our New Client Services Manager and Testing Coordinator
Discover the vital roles of the Client Services Manager and Testing Coordinator in enhancing client experience and service delivery in mental health.
Introduction to Lori Bridgwood's Role
We are excited to introduce Lori Bridgwood as the new Client Services Manager and Testing Coordinator at Resilience Counseling. In this pivotal role, Lori will enhance the client experience and service delivery, ensuring that individuals receive the highest level of support throughout their mental health journeys. Her professional qualifications, combined with her personal experiences, uniquely position her to make a significant impact in this area.
Lori Bridgwood joined Team Resilience in May of 2019 seeking part-time administrative work. At that time we were a practice of about 12 psychotherapists. Lori joined our team as our first administrative support professional and made an immediate positive impact on our practice.
In September of 2022 Lori became our Practice Manager and has been instrumental in managing our growing team of schedulers and administrative support staff. Since then our team has grown to over 100 members and Lori has been promoted into a new role at our practice.
Lori's extensive experience in customer service greatly enhances her ability to support clients effectively. Her background equips her with the skills necessary to provide clear guidance and compassionate support to individuals navigating the complexities of mental health services. This integration of customer service principles within a mental health framework promotes a welcoming and supportive environment for all clients.
In her previous roles, Lori developed strong conflict resolution skills that are crucial for addressing client concerns promptly and effectively. She emphasizes the importance of active listening, which allows her to understand and respond to client needs better, ensuring that they feel heard and valued throughout their experience at Resilience Counseling.
Lori Bridgwood is now the Client Services Manager and Testing Coordinator at Resilience Counseling, where she brings warmth, professionalism, and patience to every interaction. Having once been the parent on the other end of the phone seeking help for a loved one, Lori understands firsthand the importance of compassion and clear guidance while navigating mental health services. She believes it is a privilege to come alongside those seeking help with mental health and feels blessed to be part of the Resilience team.
Before her career in client services, Lori spent five years working in the fashion industry in New York City, where she studied Fashion Illustration at the Parsons School of Design. After marrying her husband, with whom she just celebrated 40 years together, they moved from Long Island to Virginia in 1995 to raise their six children. Today, their family has grown to include 13 grandchildren, with another one on the way!
Lori’s personal journey inspired her to become involved in child advocacy, including working with a group of parents who successfully helped change the law to make clergy mandated reporters. Through both personal experience and professional dedication, Lori is committed to supporting individuals and families with empathy, patience, and understanding.
Overview of Client Services Manager and Testing Coordinator
The roles of Client Services Manager and Testing Coordinator are essential in the realm of mental health services, focusing on enhancing client experience and streamlining the psychological testing process. The Client Services Manager acts as the primary communication link between clients and the organization, ensuring that clients' needs are met efficiently while fostering a welcoming environment that promotes trust and engagement. The Testing Coordinator complements this role by managing the logistics of psychological assessments, ensuring they are scheduled and conducted effectively, which significantly enhances the client experience.
Both roles emphasize integrating client feedback into service improvements, a core responsibility that enhances service delivery. Collaboration with mental health professionals is vital, as it ensures a comprehensive approach to client care that aligns with best practices in psychological services. By working together, the Client Services Manager and Testing Coordinator create a cohesive environment that prioritizes client needs and satisfaction.
Role of the Client Services Manager
Client Services Managers serve as the pivotal contact point between clients and the organization, focusing on relationship management and customer satisfaction. Their responsibilities encompass onboarding new clients, managing ongoing relationships, and addressing any inquiries or concerns that arise. For instance, if a client is unsure about the psychological assessment process, the Client Services Manager patiently guides them through each step, ensuring they feel supported and informed.
Role of the Testing Coordinator
The Testing Coordinator plays a critical role in overseeing the scheduling and administration of psychological assessments, ensuring that they are tailored to meet client needs. This position requires meticulous attention to detail and the ability to manage the logistics of testing processes efficiently. For example, by coordinating with mental health professionals, the Testing Coordinator ensures that clients receive clear instructions and support prior to testing, which can significantly reduce anxiety and improve performance.
Moreover, the Testing Coordinator maintains accurate records of client assessments and progress, which aids in tracking outcomes and ensuring that services are adjusted based on client feedback. Regular updates and communication with clients about their testing status are essential for building trust and transparency, reinforcing the importance of the Testing Coordinator's role in the overall client experience. Collaboration with other departments further enhances the smooth operation of testing procedures, demonstrating how crucial this role is in the context of mental health services.
Importance of Customer Service in Counseling
Effective customer service is paramount in driving client satisfaction and retention within mental health services. The leadership provided by the Client Services Manager in managing customer service teams significantly improves response times to client inquiries, which is critical in a field where timely support can make a substantial difference in client outcomes. High levels of client satisfaction are closely linked to the quality of service offered, ultimately impacting a client's willingness to engage in mental health services.
A positive customer service experience can lead to increased referrals and recommendations from satisfied clients, showcasing the ripple effect of effective service in this field. Training staff in empathy and active listening is fundamental, ensuring that clients feel heard and valued throughout their journey. Regularly soliciting client feedback allows for the refinement of service offerings, addressing any gaps in care and enhancing the overall experience.