Maintains effective client care by: leading team to advocate for members/patients, address care issues, implement feedback, and/or investigate member/patient complaint resolutions, recommending alternate solutions when necessary; providing training and resources to team regarding member/patient care experience, ensuring a high-quality member/patient care experience and service; and reviewing and confirming the teams referral of members/patients to the appropriate services, and reviewing information shared with providers. Ensures high quality counseling services by: supervising team members during psychological/behavioral interventions and providing feedback; helping team to communicate with patients, members, or families to share results, discuss treatment plans, and provide resources in an empathetic and supportive way; and monitoring others assessment of urgent, high-risk clinical situations (e.g., crisis, suicidal), ensuring team provides appropriate interventions and prompt resolutions.