SUMMARY

This position will respond to inquiries; obtain inquiry information, schedule, and confirm assessments/appointments; follow-up on missed appointments; and maintain medical record database (Welligent). The Welcome Center /AdmissionsSpecialistLevel1will provide excellent customer service to all callers seeking information regarding treatment services from Phoenix House Florida programs.  The primary goal is to answer the phone quickly and with respond professionally to schedule an in-person assessment with the assessment team to determine what level of care is needed to appropriately treat the patient or to refer the patient to an appropriate resource in the community in a timely, courteous, and effective manner.

ESSENTIAL DUTIESANDRESPONSIBILITIES

• Answer calls in a courteous,clear,and empathetic manner during the call center regular business days and hours (11a-8p Monday - Thursday and 9a-4p Fridays).
• Return any missed calls in a timely manner.
• Provide caller with up-to-date information regarding Phoenix House Florida programs.
• Schedule assessments with the appropriate assessment team member and populate the information on the assessment calendar. Follow-up on missed appointments.
• If caller is not appropriate for Phoenix House Florida programming, refer to a treatment provider resource within our community.
• Maintain accurate and timely documentation in Welligent and be able tore port on all calls coming into the call center.
•  Make no less than three follow up calls to any callers who are appropriate for our services but did not schedule an assessment on the first incoming call. Note details to fall follow up calls in Welligent.
• Establish and maintain effective relationships with referral sources, insurance providers, community agencies, and internal partners to effectively facilitate initial assessments and access to patient services.
• Work in and foster a team environment with internal partners.
• Attends and participates in team meetings in accordance with position and program needs.
• Schedules are subject to change, therefore flexibility regarding schedule is essential.
• Other duties as assigned by supervisor.

Maintain ethical standards and continued professional growth, including:

a.  Abide by Program and PHFL policy and procedures.

b.  Ensure knowledge of all CARF standards and they are instituted and maintained.

c.  Promote, in public and private contacts, the quality standards and ethical practices of PHFL staff.

d.  Continue professional growth by attending workshops, trainings, and staff in-service trainings to increase skill and knowledge.

e.  Maintain current licensure/certification including CES, CPR, First Aid, and Medication Management, as required

f.  Maintain professional boundaries with staff and patients.

QUALIFICATIONS

• High School diploma, some college preferred
• Two years of customer service experience in a telephonic or in-person environment
• Call Center Experience

REQUIRED KNOWLEDGE, TRAITS, AND ABILITIES

• Phone crisis management experience preferred.
• Experience in the substance abuse field preferred
• Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment.
• Ability to work effectively in a fast-paced environment.
• High comfort level with technology
• Ability to establish and consistently enforce appropriate boundaries with patients, staff, and callers.
• Excellent organizational skills.
• Ability to communicate effectively, verbally and in written form, and interact with staff, patients, funding agencies, insurance agencies and contractors.
• Proficiency in MSOffice products (Excel, Word, and Outlook)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

REGULARLY REQUIRED: to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms, talk and hear.

OCCASIONALLY REQUIRED:   to stand, walk, stoop, kneel or crouch and lift and/or move up to 10 pounds

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

The work environment is that of a substance abuse treatment milieu which may include:

• Exposure to clients infected with Hepatitis B, HIV, TB, or other infectious diseases
• Business-related travel may be required

SCHEDULING NEEDS

Shifts may include days, nights, weekends and holidays.