Call Center Admissions Specialist

Job Title

Qualifications:

Bachelor's degree in a Human Services related discipline is preferred. Ability to read, analyze, and interpret clinical records, procedures, or governmental regulations. Needs the ability to write reports and document clinical activities. Ability to effectively communicate verbally with, provide information to, and respond to questions from managers, consumers, service provider, family members, and the general public. Ability to establish and maintain positive interpersonal relationships required for proper functioning within the clinical role as a member of an interdependent clinical team. Needs to be flexible and effective in a fast-paced, demanding environment.

Physical Demands:

Abilities in reaching, bending, talking, fingering, sitting, carrying, standing, grasping, fine hand coordination, ability to hear, ability to read and write, and the ability to remain calm under stress. Ability to reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl. Specific vision abilities include close, distance, color, peripheral, depth perception and the ability to adjust focus. Must be capable of lifting 50 pounds of dead weight alone. May be required to complete standing presentations involving speaking and listening to audience.

Work Environment:

General office, health care setting. Work is completed seated at a desk using standard office equipment. Fast paced. Multi-tasking required. Team approach.

Functional Responsibilities Include:

• Provides access to behavioral health services for clients by communicating directly with clients and their significant others requesting services in a timely and efficient manner. Makes appointments according to program guidelines.
• Completes a brief triage screening of potential clients which meets established funders' expectations and regulatory standards. Demonstrates knowledge of the DSM-5 and the ability to identify symptoms that require behavioral health treatment.
• Links clients with resources that address identified needs, support continuity of care, and reduces the likelihood of recidivism.
• Completes required GP documentation for clinical services timely and accurately into EMR system in compliance with agency and program guidelines.
• Keeps supervisor informed at all times of relevant client, program and community issues.
• Notifies Managed Care timely of needed authorizations for services as required by guarantors at time of triage.
• Performs other duties that are similar, related or a logical assignment to the job.

Compliance Responsibilities Include:

• Adheres to all applicable federal, state, local, and company maintained standards of compliance, ethics, and policies concerned with the administration and delivery of agency services.
• Meets deadlines, requirements, and expectations as established by the supervisor, agency and department.
• Completes administrative functions and data entry timely and accurately.

Customer Service Responsibilities Include:

• Provides exceptional customer service in all communications and interactions with staff, general public.
• Maintains confidentiality and remains calm under stress.
• Assists staff with support in all areas of functional responsibility in a courteous, supportive manner.
• Maintains and exhibits servant leadership qualities and exceeds customers' expectations.

Fiscal Responsibilities Include:

• Effective, efficient use of agency resources, systems, equipment and processes.
• Continuous focus on cost savings initiatives across the responsibilities and deliverables.
• Effective use of time management to avoid overtime and budgetary issues.