NATURE OF WORK

Under the general supervision of the Manager of Client Navigation, This position provides leadership to all Navigation direct client care staff to include the Lab tech, Facility Admin and Post Discharge staff in their daily activities. Responsible for ensuring client accessibility to services by implementing processes and procedures that are client focused.  These duties may involve activities that require the ability to lift 30 pounds, reaching, climbing and grasping. Vocal communication is required; hearing is required to perceive information at normal spoken word levels; visual acuity is required for preparing and analyzing written information.

JOB DUTIES

• Schedules, leads, and monitors the client point of entry process for services.  Ensures that changes in the orientation schedule and process are implemented to meet client and regulatory needs and provides training as needed to new and existing staff members. Responsible for providing and/or arranging coverage when needed.
• Implements procedures to ensure that individuals receive a high level of customer service.  This includes a professional greeting each time they call or arrive at the office, a prompt return call for messages, accurate and timely information, and personal assistance to help resolve client issues or complaints
• Maintains the waiting lists and ensures clients are notified when to begin group, calling to confirm group start dates, and/or mailing letters to clients
• Collaborates with all departments including residential to ensure Outpatient/MAT admissions schedule needs are met.
• Assists staff in developing quality assurance checks and guidelines for data entry to reduce errors. 
• Implements procedures for effective supervision of drug screen collection process in all programs.  Leads the training process and assists with monitoring to identify additional training needs.
• Oversees the collection, storage, and access of client paper records. 
• Provides oversight and management of the client outcome collection process.
• Responsible for performance evaluations of all direct reports.
• Performs client data computer input as assigned.
• Actively support a trauma informed and responsive work environment as demonstrated in the 5 core values of safety, trustworthiness, choice, collaboration, and empowerment.
• Actively supports ERI values of acknowledgment, commitment, openness, celebration, and humility.
•  Actively supports and implements Motivational Interviewing as the program’s core evidence based practice.
• Performs related duties as required.
• Serves on Agency committee(s) as requested. 

We Offer:

• Competitive Salary
• 37.5 hour work week (Outpatient and Administration)
• Schedule with built in overtime in residential programs
• State Retirement and Disability
• State Medical Benefits
• Dental and vision
• Life insurance
• Long term disability
• AFLAC options
• 401K
• Flexible Spending Accounts
• Pet insurance
• Sick, Vacation, and Holiday Pay
• Bereavement and Jury Duty Leave
• Casual Dress code
• Employee Assistance Program
• Training Opportunities
• Family friendly culture
• YMCA discount
• Crunch Fitness discount
• Verizon Discount
• Adidas store access

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of telephone system and related information.
• Proficient use of all MS Office applications
• Knowledge of the principles and practices of client care
• Ability to handle crisis situations, resolve conflict and manage confrontation. 
• Knowledge of office management practices and procedures.
• Good communication and listening skills
• Knowledge of confidentiality guidelines.
• Excellent human relations skills with the ability to work closely with other departments to insure service coordination between Adult Services, ability to deescalate clients, insure efficiency in appointment utilization, while serving clients and staff in a professional and client-centered manner.
• Must have a valid SC Driver’s License and be able to provide proof of insurance.

REQUIRED TRAINING AND EXPERIENCE

A Bachelor’s Degree in business administration or a related field and 1 year experience supervising; an Associate Degree in Business Administration and two years’ experience supervising; or an equivalent combination of training and experience. Proficient in Microsoft Office products (Word & Excel) and computer systems. Ability to communicate in Spanish is highly desired.