Call Center / Admissions Representative

Call Center Representative

Under direct supervision, the Call Center Representative serves as the first point of contact for individuals, families, and referral sources seeking substance use disorder treatment at CLARE|MATRIX. This role is responsible for providing professional phone coverage, conducting over-the-phone screenings, scheduling intake process, and assisting participants in understanding their insurance benefits. The Call Center Representative guides potential participants through the admissions process, maintains current knowledge of program offerings, census availability, and ensures timely follow-up to support successful admission.

To perform this job successfully, an individual must be able to perform each essential function, with or without accommodation. Must be registered as an Alcohol and Other Drug (AOD) Counselor with a California-recognized certifying organization, such as CCAPP, CADTP, or CAADE.

Provide responsive and professional phone coverage ensuring all incoming calls from potential participants, families, and referral sources are answered promptly and handled with courtesy and care. Generate interest in CLARE|MATRIX treatment program offerings by clearly communicating the organizations services, levels of care, and the benefits of seeking treatment, supporting the organizations mission to connect individuals to life-saving care.

Advise callers on the treatment admissions process, conduct over-the-phone screenings to assess appropriateness for services, and professionally facilitate the intake coordination process for qualified participants. Effectively manage and prioritize a high volume of incoming inquiries in a fast-paced environment, ensuring that all callers receive timely attention and that urgent or time-sensitive situations are handled appropriately and escalate as needed. Provide excellent customer service to potential participants, family members, and referral sources by demonstrating a professional, positive, and empathetic approach in all interactions, including those involving individuals in crisis or distress.

Complete any documentation and required consent forms, explain program expectations, and ensure all information is accurately entered into the Electronic Health Record. Coordinate with Admissions staff to facilitate smooth transitions ensuring that all relevant participant information is communicated accurately and that the admissions process progresses without delay. Conduct timely and consistent follow-up with qualified potential participants to maintain engagement, address questions or barriers, and support successful admission to treatment.

Assist participants in understanding their insurance benefits (Medi-Cal, Medicare) by communicating insurance verification results clearly and accurately.

Identify callers who are not appropriate for CLARE|MATRIX treatment programs and refer them to the appropriate resource.

Maintain current and accurate knowledge of the companys service offerings, census availability to provide callers with timely and informed responses regarding admissions options.

Maintain accurate, timely, and complete documentation of all participant inquiries, screening results, follow-up contacts, and admissions activity in the designated system, in accordance with CLARE|MATRIX standards and applicable confidentiality requirements.

Ensure all participant information meets contractual, regulatory, and CLARE|MATRIX standards, including proper documentation of services, signatures, consents, assessments, and required program forms.

Complete documentation in real time or within required timeframes to support quality care, billing accuracy, and compliance with program expectations.

Ensure all documented services meet billing requirements and accurately reflect the service provided. Verify that charts include necessary elements such as treatment plans, progress notes, session details, and attendance.

Adhere to all CLARE|MATRIX Policies and Procedures, program guidelines, and all state, county, local, and federal regulations. Ensure participant safety, dignity, and confidentiality in all aspects of service delivery.

Protect participant information by maintaining strict confidentiality and ensure all records, conversations, and electronic data meet HIPAA and organizational privacy standards.

Maintain appropriate professional boundaries with participants in accordance with agency policies and ethical standards. Ensure a safe and ethical environment by upholding clear communication, appropriate conduct, and respect for participant privacy and dignity. Boundaries typically include but are not limited to personal disclosure limits, physical touch restrictions, and clear communication about the professional nature of the relationship.

Follow all CLARE|MATRIX, OSHA, and CAL-OSHA health and safety regulations. Support the maintenance of a safe environment for participants and staff.

Complete incident reports accurately and in a timely manner, in accordance with organizational and regulatory requirements.

Demonstrate effective and appropriate workplace communication by speaking clearly, directly, and with purpose. Actively listen, ask clarifying questions, and confirm understanding before acting. Provide timely updates to staff and participants regarding needs, concerns, or changes in participant status, ensuring information is accurate and complete. Maintain professional tone, body language, and boundaries in all interactions, even in high-stress or emotionally charged situations. Address issues respectfully and constructively, avoid gossip or unprofessional dialogue, and follow established channels for reporting, documentation, and escalation. Consistently models courteous, trauma-informed, and culturally sensitive communication that supports a safe and respectful environment.

Attend and actively participate in staff meetings, case conferences, one-on-one supervision meetings, training sessions, and team-building activities as required by the program.

Work collaboratively with staff members to support participant service, resolve concerns, and maintain consistency in service delivery.

Maintain positive and professional communication with community partners and collaborate with outside agencies as part of the continuum of care, when applicable.

Maintain a working knowledge and understanding of CLARE|MATRIXs mission, vision, philosophy, and operating principles. Support a healthy work environment and uphold organizational standards of conduct.

Contribute to a positive, safe, and team-oriented work environment by remaining receptive to constructive feedback, seeking guidance when needed, and supporting coworkers in program operations.

Perform other job-related duties as assigned.

Registration through one of these organizations is required for the Call Center Representative role at time of job offer. Continued, current, valid, and unrestricted Registration or Certification is a condition of eligibility for this role and continued employment.

Within 6 months of registration as a RADT, or equivalent credential, must complete a minimum of 80 educational hours toward CADC-I certification or equivalent credential in accordance with the California recognized certifying organizations. These hours must cover the 12 required core competencies.

Must obtain and maintain First Aid and CPR certification. Must meet all additional requirements mandated by applicable state or local regulations governing Substance Use Disorder (SUD) treatment services.

May require transportation of participants between but not limited to program sites, partner locations, or medical services as needed.

Possess an understanding of substance use disorder treatment services, levels of care, and the admissions process. Familiarity with insurance verification and benefit communication preferred.

Demonstrate strong organizational, verbal, written, and interpersonal skills, including the ability to effectively document accurately, maintain timely workflow, multi-task and communicate effectively with callers, participants, and staff. Effective computer-based and telephonic skills.

Maintain professionalism, appropriate boundaries, cultural responsiveness, and adherence to ethical standards. Work effectively with individuals from diverse backgrounds and contribute positively to a team environment.

Exhibits emotional maturity, resilience, and the interpersonal skills required to engage respectfully and effectively with individuals in recovery, and to support group dynamics in a diverse treatment community.

While performing the responsibilities of this job, the employee is continuously required to talk and hear. The employee is continuously required to sit, stand, walk, and use their hands and fingers to handle or feel. The employee may regularly be required to reach with arms and hands overhead or below the waist, and may be required to stoop, kneel, or crouch. The employee is occasionally required to lift, carry, push, or pull up to 10 pounds. Vision abilities required for this job include close vision. The employee must be able to perform all physical requirements of the job with or without reasonable accommodation. These physical demands represent the essential physical requirements necessary for an employee to successfully perform this job.

All employees who have or may have contact with participants, or who work in food preparation, are required to complete a Health Screening Report or Health Questionnaire as part of onboarding. The Health Screening Report must be completed and signed by a licensed medical practitioner to confirm the employees ability to safely perform the essential functions of the position. All employees will also complete a confidential self-report health questionnaire in accordance with ADA/FEHA requirements.

A TB test must be completed under licensed medical supervision no more than 60 calendar days prior to hire or within 7 calendar days after hire and must be renewed annually based on the date of the last TB screening.

This position is primarily located in Santa Monica and may involve working in participant-accessible areas, group rooms, offices, and other designated program spaces. The work environment is fast-paced and requires the ability to adapt to changing participant needs and support a supportive program setting. The role involves regular interaction with participants who may exhibit challenging behaviors, including escalations or physical agitation. The position requires the ability to operate standard office equipment and complete documentation at a computer workstation. The employee may be required to work in a confined or shared space at times. The work environment described is representative of the conditions an employee may encounter while performing the duties of this position.

Employees are expected to meet the qualifications and perform the essential functions of this position, consistent with the other provisions of this job description, and to meet the performance expectations communicated