Under the direct supervision of the Divisional Operations Manager, a Client Engagement Specialist is the first point of contact for Crisis Preparation and Recovery outpatient clients.

The primary responsibility for this position is to provide an exceptional customer service experience while answering inbound and making outbound calls.

Knowledge and Skills :

Displays a friendly, polite and compassionate demeanor

Demonstrates critical thinking and multi-tasking ability

High-level attention to detail and accuracy

Excellent verbal and written communication skills

Consistently demonstrate problem solving, organizational and time management skills

Must be able to work in a fast paced, ever-changing work environment

Bilingual abilities are a plus

Typing skill of 40 WPM

Acts ethically and honestly and applies those behaviors to daily work activities

Duties :

Answers all incoming calls in a courteous, welcoming, professional and timely manner

Gathers new client demographic and insurance information and documents accurately

Creates new charts and completes screenings to schedule intakes with the appropriate clinician

Adheres to ATC scheduling timelines

Accurately completes requests for scheduling changes

Handles new client referrals for counseling and / or medication services

Outreaches clients for missed intakes and contacts referrals sources, as needed

Schedules transportation requests for AHCCCS T19 clients (clinician approval required)

Maintains various documents pertaining to client referrals / transfers and insurance verification

Assesses callers for DTO / DTS and determines appropriate course of action

Coordinates with other departments for scheduling purposes, as needed

Other duties and tasks may be assigned as appropriate or necessary

Education Requirements :

High School diploma required

Bachelor’s in Social Work (BSW) or comparable field preferred

Telephone customer service within behavioral health or medical field preferred

Last updated : 2024-03-28