CONTACT CENTER REPRESENTATIVE

Sana Lake Contact Center Representative

At Sana Lake Recovery, we treat substance use and mental health disorders as a chronic disease that is unique to each of our members. Our programs have been designed to be member-centered, catering to personalized needs throughout the entire healing process. We offer a full continuum of care from medical detox to ongoing outpatient services utilizing evidence-based modalities around Missouri.

Our unique approach stems from our dedicated commitment to exceptional care, evidence-based practices, and compassionate staff. The intimate settings provided by Sana Lake cultivate an environment that facilitates meaningful recovery and promotes an overall sense of well-being.

Your Role at Sana Lake

Sana Lake is seeking a Contact Center Representative who is passionate about helping individuals and families recover!

The Contact Center Representative serves as the first point of contact for individuals and families seeking substance use and mental health treatment services. This position is responsible for answering inbound calls, making outbound follow-up calls, completing initial screenings and pre-assessments, gathering insurance information, assisting with verification of benefits, and coordinating admissions.

Responsibilities

• Providing compassionate and professional support to members and their families
• Assessing immediate needs and identifying the appropriate level of care
• Accurately documenting all calls, member information, and follow-up activity
• Creating, updating, and managing opportunities in Dazos
• Collecting insurance and demographic information
• Coordinating admission dates, times, transportation, and arrival details
• Communicating with Admissions, Clinical, Medical, Transportation, and other departments
• Completing assigned follow-ups, referrals, form fills, and other Contact Center tasks
• Following all confidentiality, HIPAA, and company policies
• Maintaining professionalism during crisis calls and escalating safety concerns appropriately
• Participating in team meetings, training, coaching, and quality-assurance reviews

Qualifications and Education Requirements

• High school diploma or GED required
• Previous customer service, call center, healthcare, behavioral health, admissions, or crisis-support experience, preferred
• Strong verbal and written communication skills
• Ability to remain calm, compassionate, and professional during difficult or high-stress calls
• Ability to multitask and document information accurately while speaking with callers
• Reliable internet connection and an appropriate private workspace for remote work
• Ability to maintain confidentiality and follow HIPAA requirements
• No professional license is required for this position

Preferred Skills

• Experience working in behavioral health, substance use treatment, recovery services, or healthcare admissions
• Familiarity with Dazos, CTM, KIPU, insurance verification systems, Microsoft Teams, Outlook, and Excel
• Experience completing pre-assessments and coordinating admissions
• Knowledge of insurance terminology and levels of care
• Strong organization, time-management, follow-up, and problem-solving skills
• Personal or professional understanding of recovery and the treatment process is beneficial

Sana Lake People First Philosophy

Our staff are our number one differentiator! We know that well-qualified staff who are well-supported provide better care for our members. We strive to empower and encourage our staff as they grow and develop in their careers.

For this reason, Sana Lake offers a wide variety of tangible and intangible benefits to our eligible staff:

• Comprehensive medical, dental, vision, life insurance, and disability plan options
• Competitive 401(k) Retirement Savings Plan - up to 5% match!
• Company-paid basic life insurance
• Paid Time Off and Paid Holidays
• Flexible Spending Accounts
• Employee Assistance Program (EAP)
• License/Certification Reimbursement
• Professional development funds
• Professional licensure supervision options
• Staff recognition program
• Sana Spirit Days

A few reminders from our Workplace Environment Team

• Receipt of appropriate background checks, including criminal history and abuse/neglect
• Verification of education and licensure, when applicable
• Satisfactory employment and/or reference checks

Sana Lake Recovery, LLC is an Equal Employment Opportunity Employer.