Care Center Customer Care Representative

Summary

Position is responsible for responding to inquiries and conducting face-to-face interviews with potential participants in the Agency’s treatment programs. The position works in cooperation with other departments and program staffs.

Essential Duties and Responsibilities

1. Respond to inquiries about the Agency’s program services and admission criteria.

2. Role model appropriate healthy and ethical behaviors in all interactions, including HIPAA and Confidentiality standards.

3. Provide, as appropriate, information, initial screening, funding verification, and referral to appropriate resource(s).

4. Create and maintain appropriate screening and clinical records.

5. Schedule admission assessments.

6. Document Pre-Admission Packet, “Fees Agreement” and other forms as required.

7. Determine/confirm health insurance benefits verification, authorization to treat and utilization review documentation as needed.

8. Be available beyond normal working hours to discuss possible admission of potential participant.

9. Familiarity and adherence to all regulatory expectations and ethical standards and Agency policies and procedures, including the Agency’s Core Beliefs.

10. Attend program staff meetings as required, agency meetings as mandated, and on-site and off-site trainings as directed.

11. Assist in ensuring a safe and alcohol/drug-free environment.

12. Perform all other duties as assigned.

Education and Experience

1. Some college experience.

2. Knowledge of 12-Step programs and/or philosophy.

3. Strong mission focus and strong desire to be of service.

4. Experience in treating co-occurring disorders; intake/assessment background.

5. Strong telephone skills: outgoing, relaxed and able to establish rapport with callers.

Language and Communication Skills

1. Ability to read and write English fluently.

2. Ability to speak effectively before groups.

3. Basic proficiency in using a computer and other telehealth technology. Proficient in Word and Microsoft Office software.

Other Requirements

1. Current CPR and First Aid Certifications.

2. A valid government-issued picture ID.

3. If employee uses his/her personal vehicle to commute to work and/or parks on Agency property, a current California driver’s license is required.

a. If employee has an out-of-state driver’s license, he/she must attain a valid California license no later than 10 days from employment start date.

b. Must maintain current liability insurance coverage on personal vehicle.