The Call Center Director will be responsible for assisting team members with answering inbound calls to prescreen potential clients, request for services and answer questions to determine program eligibility. The Director will also be responsible for providing quality and efficient assistance to the operations team and customer service representatives. This includes training, mentoring, coaching, and problem solving. Additionally, this position is responsible for development, analyses, and implementation of staffing, scheduling, and processes and company policies. Also scheduling clients for admission to one of our 10 facilities nationwide. Must have excellent communication skills. The Director must be able to handle difficult situations with empathy and care. Must work independently with limited supervision.

The Director will work with the admissions department and facility staff to provide exceptional patient care and positive community relations.

Education:

High School Diploma or equivalent. Some college preferred.

Experience:

A minimum of 1-year of experience in health care, preferably in mental health. 1 year of CSR experience. Insurance Verification experienced preferred. Mangement experience preferred.

Knowledge and Training:

Knowledge of hospital admissions policies, procedures and regulations.

Knowledge of insurance verification processes.

Knowledge of safety regulations.

Basic knowledge of the principles of customer service, human services and behavioral functioning.

Knowledge of third party reimbursement programs.

Ability to respond professionally and effectively with patients and family members.

Ability to communicate in a clear and concise manner.

Knowledge of specific techniques of intervention.

Understanding of chemical dependency/mental health.

Responsibilities:

· Assist with answering inbound customer service calls in a timely and efficient manner.

· Strong listening abilities and critical thinking skills.

· Be knowledgeable in geographic areas.

· Work cooperatively with people in crisis.

· Evaluate Processes and procedures for team members.

· Conducts performance reviews and feedback for team members for skill improvement.

· Respond to questions with detailed answers on all Hospital Services, recovery and addiction.

· Be available for team members to provide direction and resolution.

· Ensure appropriate training and development for team members.

· Prequalify clients for admission criteria, verify Insurance and or financial responsibilities and guidelines.

· Resolve client needs quickly.

· Manage time effectively.

· Maintain a high quality work environment.

· otivate team members to perform at their highest level.

· Perform Disciplinary and Corrective Action reviews to ensure company policies and procedures.

· Performs other duties as assigned.

· Proficient Data Entry Experience.

· Proficient in Microsoft and Excel.

· Experience in CRM programs.

· Receive and Document applicable incoming Sfaxes properly and respond accordingly

· Properly time stamp Sfaxes.

· Performs special projects or other related work as required or requested.

· Shows ability to communicate in a clear and concise manner.

· Demonstrates ability to work with others.

· Adapt to changing situations or work assignments.

· Conform to uniform and dress code, personal hygiene and good grooming.

· Wear and properly display name badge.

· Positively respond to guidance or counseling and attempts to benefit by it.

· Adept in identifying potential problems within the department and seeks management guidance.

· Demonstrates excellent organizational skills and originator of new ideas and methods.

· Use verbal and non-verbal communication with others, i.e., courtesy, tone of voice, facial expressions, gestures etc.

· Maintain Patient confidentiality and abide by HIPPA rules/guidelines.

· Participate in continuing educational programs; adhere to attendance policy including hospital and department staff meetings.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• CSR: 1 year (Required)
• management: 1 year (Preferred)

Work Location: In person