Customer Support Specialist

Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve. A focus on client‑focused care establishes our family of brands as respected leaders in addiction treatment, mental health recovery and eating disorder treatment modalities. Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges. We offer behavioral healthcare services – psychiatry, addiction recovery, mental disorder treatment, etc. – that allow clients at all stages of recovery or rehabilitation to reclaim health and well‑being. Deliverables / Principal Results Expected Provide quality and efficient customer service to clients seeking treatment for substance abuse at one of Pyramid Healthcare’s out‑of‑network treatment facilities (the Silver‑Line). Provide a high standard of customer service while answering inbound phone calls from the Silver‑Line queues, working with inbound referrals from the National Marketing Team, and sourcing new referrals through the follow up with established treatment partner relationships (both internally within the Pyramid system and with our external treatment providers). Responsible for identifying and registering appropriate new clients, completing outbound follow up engagement calls, and communicating client clinical files to the Silver‑Line Program Directors in a timely manner. Refer clients to higher levels of care outside of Pyramid’s clinical continuum to maintain the reciprocal nature of Pyramid’s marketing relationships with qualified treatment providers. Maintaining correspondence with clients who are newly in recovery while working collaboratively with the marketing team to help guide clients through initial and ongoing treatment options. Maintain census quotas with out of pocket collection goals. Build and maintain Silver‑Line census as per the goals defined by leadership. Maintain strategic referral partner relationships. Act as an extension of the Silver‑Line National Marketing Team. Other duties as assigned. Technical Competencies Working knowledge of sales and marketing techniques to help maintain Silver‑Line census and overall strategic treatment provider relationship goals. Knowledge of substance abuse and mental health diagnosis and treatment continuum of care. Knowledge of substance abuse and mental health treatment provider marketing and sales techniques. Proficient in assessment and admission software/databases. Working knowledge of the Microsoft Office suite, including Word, Excel, Power Point, Outlook as well as SmartSheets. Excellent communication skills. Effective interpersonal relationships. Education & Experience Bachelor Degree in a related field and at least 1 year of experience in substance abuse and mental health field. Job‑Related Behavioral Characteristics Demonstrates professionalism, leadership, confidentiality, strong social communication skills, time‑management, organized. Must possess skills to communicate effectively and interact well with people of diverse backgrounds. Excellent oral and written communication and interpersonal skills. Ability to problem‑solve by gathering and analyzing information, working well in an individual / group problem‑solving situation, and showing initiative in problem‑solving. Maintains professionalism and does not show favoritism. Maintains consistency with clients, staff, visitors, and the public. Ability to handle a crisis situation and react appropriately. Flexibility and adaptable. Ability to make decisions in an objective and ethical manner. Calm and decisive in crisis situations. Ability to sustain a team environment, drive continuous improvement projects, confidentiality, excellent problem‑solving skills and excellent communicator within the team framework. Compensation The starting compensation for this role is $44,000/year; final compensation will be determined based on skills, experience, and qualifications. Pyramid CORE Values INTEGRITY – striving to be honest, transparent, and ethical when dealing with clients, staff, and the community. DEDICATION – demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily. COLLABORATION – a steadfast, team‑focused approach; working together to achieve excellence. PASSION – genuine, compelling, and relentless desire to improve lives and support Pyramid Healthcare’s mission. Total Rewards For Full‑Time Positions Medical, Dental, and Vision Insurance Flexible Spending Accounts Life Insurance Paid Time Off 401(k) with Company Match Tuition Reimbursement Employee Recognition Programs Referral Bonus opportunities And More! Want to know more? To learn more about Pyramid Healthcare, and how you can achieve personal and professional growth, visit us at: Pyramid Healthcare, Inc. is proud of its diverse workforce, and is an Equal Opportunity Employer. #J-18808-Ljbffr