Call Center Specialist

What We Offer 

• The initial compensation for this position ranges from $21 to $25.83 an hour.   
• Salary is dependent on commensurate experience above the minimum qualifications for the role and internal equity considerations. 
• The salary may also vary if you reside in a different location than the location posted.   
• 7.5% Bilingual Stipend contingent upon Bilingual assessment completion.

Benefits We Offer   

• Benefits eligibility starts on day ONE!   
• We Offer Comprehensive Medical, Dental & Vision benefits, Voluntary Life Insurance, Flex Spending, Health Savings Account, EAP, and more!    
• Employer Paid Long-Term Disability & Basic Life Insurance 
• 401K Employer Match up to 4%
• Competitive Time Off Plans (may vary by employment status) 
• Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve. 

Who We Are 

Pacific Clinics is the leading community-based nonprofit provider of mental health and substance use disorder services. For over 150 years, we have offered high-quality behavioral health, educational and support and social services at no cost to the individuals and families we serve.  Reaching more than 100,000 Californians each year, Pacific Clinics offers hope through culturally responsive, trauma-informed and research-based care.

Who We Serve 

Pacific Clinics offers comprehensive behavioral health services, support and social services and education services to individuals and families who are eligible for Medi-Cal across California.

POSITION SUMMARY:

Schedule: Monday to Friday, from 8:30am to 5pm

Conducts telephone screening of callers to toll-free line. Arranges for eligible people to receive initial assessment at various Los Angeles County programs or provides referrals to other providers as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assists with follow-up on referrals from ACCESS Service & Referral Number.
• Answers calls that come in to the center in a manner that is consistent with Agency values.
• Assesses the needs of each caller including substance abuse related service needs.
• Assists callers with making referrals to appropriate outside services.
• Completes screening and registration forms. Collects and processes insurance information on all clients based on program’s requirements.
• Assists callers who are in need of immediate services due to a crisis situation and help stabilize the situation and arrange for on-site follow-up, if needed.
• Maintains a log of all calls not tracked by the computer software.
• Maintains working relationships with individuals inside the Agency and in the community.
• Meets with supervisor and participates in scheduled team meetings/training.
• Documents all services for Short-Doyle/Medi-Cal/Early Periodic Screening, Diagnosis, and Treatment (EPSDT) in compliance with funding source
• Completes all documentation within the timelines established by the Program for service delivery.
• Attends and participates in staff meetings to provide input towards program development and staff training.
• Interacts with other internal programs, clinical/support staff and external sources such as school or community personnel as applicable.
• Reports to work on time and maintains reliable and regular attendance.
• Models Pacific Clinics’ approach, mission and core values in all communication and correspondence.
• Communicates effectively in a competent and diverse consumer population and promotes favorable interaction with managers, co-workers and others.
• Performs other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

ORGANIZATIONAL RELATIONSHIPS/INTERACTION:

Initiate and maintain professional interactions and communication with Clinic’s employees and/or others.

EDUCATION and/or EXPERIENCE/POSITION REQUIREMENTS:

• Bachelor of Arts degree or two (2) years related experience with chronically mentally ill populations and/or in social services related field.
• Demonstrated experience and ability to relate to a culturally diverse clientele and staff.
• Must demonstrate ability to work as part of a multidisciplinary team.
• Excellent written and verbal communication skills.
• Familiar with Windows operating system, MS WORDS, EXCEL, email, etc. able to compose correspondence/notes and type up correspondence/notes using correct format and grammar.
• Bilingual skill in the appropriate language for the Clinics' clients is highly preferred.
• Experience providing services to consumers who have varied diagnostic backgrounds.

• Must possess a valid CA driver's license and insurance with two years’ experience and maintain an insurable driving record under the agency’s liability policy.

PHYSICAL DEMANDS:

While performing the duties of this job the employee is frequently required to stand or sit. The employee is required to use hands to produce records and/or documentation in manual or electronic format. The employee must regularly lift and/or move up to 5 pounds and occasionally move or lift up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate. Local business travel is required.

SITE SPECIFICS:

A review of this description has excluded the marginal functions of the position that are incidental to job performance of the fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by his or her manager and/or supervisor.

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Equal Opportunity Employer 

We will consider for employment qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905. 

Salary : $21 - $26