CALL CENTER REP
Guardian Recovery Services
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. Schedule - 4pm-Midnight (including weekends) ** POSITION REQUIREMENTS/QUALIFICATIONS EDUCATION: High School or GED Required EXPERIENCE: 1 year of previous sales experience or admissions preferred LICENSURE/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.
- 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 staff
- Note client care and environmental issues and communicate with appropriate staff.
Vacancy posted 5 days ago
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