Call Center Rep

POSITION

PURPOSE:

The Call Center Representative is responsible for screening and answering inquiries by telephone regarding program admissions. Call Center Representative answers client referrals, gathers information on prospective clients, mails information packets, and tours prospective clients and their families. The Call Center Representative conducts initial telephone screening of potential clients and referents.

POSITION REQUIREMENTS/QUALIFICATIONS

EDUCATION:

High School or GED Required

EXPERIENCE:

1 year of previous sales experience or admissions preferredLICENSURE/CERTIFICATION:

CPR KNOWLEDGE AND TRAINING REQUIRED AT TIME OF HIRE:

Familiarity with CRM and EMR systems.

Knowledge of health insurance carriers & benefits. Knowledge of addictions.

Ability to interact with a multi-disciplinary team to assist in facets of the recovery program relating to physical health.

Knowledge of the 12-Step Recovery Program.

Knowledge and competency in problem solving, stress management, ethics and team building.

Knowledge of alcohol and other drugs that includes;

Alcohol and addictive drugs and their physical, emotional, intellectual, and spiritual impact on the individual.

Alcohol and addictive drugs and their impact on the family.

Ability to determine if a medical emergency exists and to take appropriate action, when necessary.

Knowledge of emergency procedures used in case of alcohol and/or drug overdose.

Knowledge of First Aid and CPR.Knowledge of Federal, State and Municipal laws and/or regulations that regulate the treatment of alcoholism and drug addiction, including:

Confidentiality Client Rights Professional Code of Ethics Discrimination Flexibility  to adapt to schedule changes and assumption of responsibilities not delineated in the job description which are related to work as a member of an addiction treatment team.

AGE SPECIFIC INDIVIDUALS SERVED/ RESPONSIBILITY:

Adults SPECIFIC AREAS OF RESPONSIBILITY TO POSITION Conduct initial telephone screening of potential clients and referents to ensure that clients meet admission criteria.

Meet with the client on admission to conduct face-to-face screening and report to the clinical team, ensuring that the client is appropriate for admission.

Conduct an initial assessment of client problems and needs and reports to the clinical team to initiate treatment planning.

Prioritize client needs and issues related to client orientation.

Alert clinical and other staff to any special problems or issues that may affect treatment.

Take phone calls of inquiry and effectively answer questions about the treatment program.

Upon initial contact, provide information to clients and families to help them decide about treatment, prepare for admission, and what they can expect to encounter.

Complete admission process efficiently and accurately, reviewing documents with the client so he / she is aware of rights and responsibilities and the nature of the various consents and releases that are being signed.

Provide client and family (if applicable) with orientation material that will help them acclimate to the treatment environment and make informed decisions.

Orientate the client to the treatment environment with sensitivity to new-client concerns, including potential physical and emotional discomfort.

Provide referrals for those individuals who are not eligible for the program.

Provide tours for prospective clients and their families.

Arrange for obtaining outside medical records in a timely, efficient manner.

Make contacts conscientiously, as necessary, to notify concerned individuals of the client's arrival.

Represents the program to referral sources, potential clients, and other outside individuals and agencies in a courteous, professional manner that reflects positively on the program and its…