SUD Treatment Call Center / Admissions Representative

Call Center/Admissions Representative

CLARE|MATRIX is seeking bright and compassionate leaders to help save lives through recovery! We are a nonprofit organization providing effective and compassionate treatment, recovery, and prevention services for alcoholism and substance abuse to individuals, families, and the community. We offer an engaging, mission-driven work environment with excellent benefits and compensation. Work with dedicated colleagues in a dynamic setting, utilizing innovative approaches to addiction recovery and mental health treatment.

The Call Center Representative is responsible for providing phone coverage and generating interest in CLARE|MATRIX treatment program offerings and working with potential clients and their families to facilitate admission. Our Call Center Representative answers all pre-admissions/general intake questions from potential clients, families, or their referral sources. They conduct over-the-phone screenings, schedule intakes, and assist clients with understanding their insurance benefits.

Essential duties and responsibilities include:

• Provide phone coverage during assigned shift
• Ability to generate interest in our treatment program offerings
• Ability to advise callers on the treatment process and move potential clients past their barriers to treatment
• Document all client information and communication in Salesforce
• Maintain knowledge of our treatment center's service offerings and current census
• Timely follow-ups with qualified clients to ensure admission
• Professional and positive attitude in the workplace and with all callers
• Provide excellent customer service to potential clients and their family members
• Ability to successfully prioritize in a fast-paced working environment
• Communicate insurance verification results to potential clients
• Discuss payment options with the client and/or family
• Refer caller to appropriate facility outside of our network if they are not appropriate for one of our treatment centers

Teamwork and collaboration include:

• Collaborate with a multidisciplinary team to ensure comprehensive participant care.
• Participate in staff meetings, one-on-one meetings with supervisor(s), and other meetings as required.
• Participate in in-service training.
• Maximize learning opportunities by remaining receptive to constructive feedback and utilizing support available from your supervisor and others.
• Maintain a good knowledge and understanding of CLARE|MATRIX's mission, vision, & philosophy.
• Contribute to a healthy work environment by cultivating and maintaining appropriate boundaries and professional demeanor at all times.
• Communicate on a direct and timely basis about needs and problems as they arise.
• Ensure standards of conduct are upheld to CLARE|MATRIX standards.
• Ensure a community environment is maintained.
• Ensure health and safety regulations are upheld to CLARE|MATRIX standards.

Knowledge, experience, and skills include:

• The ideal candidate will have counseling experience in a substance misuse treatment center setting.
• High School Diploma (Two-year degree or higher preferred).
• Must have 2 years of experience within the chemical dependency field working over the phone or face to face with clients.
• CAADAC or related certification is preferred.
• Excellent computer-based and telephonic skills - Salesforce experience is a plus
• Ability to prioritize and multitask
• Excellent interpersonal and communication skills with a strong client focus

Work environment is primarily located at the CLARE|MATRIX offices, in Santa Monica and Los Angeles, California and reports to the company's headquarters in Santa Monica, CA. This job is primarily office based with regular visits to other locations. The work environment is fast paced and dynamic. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

Diversity, equity, inclusion & equal employment opportunity at CLARE|MATRIX: CLARE|MATRIX is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and any other protected status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. No qualified applicant will be denied employment sole on the basis of having or not having a prior history of alcoholism or other drug addiction.