About this role
Job Description: Monday-Friday, 8:30 - 5 pm
ESSENTIAL JOB FUNCTIONS
• Demonstrating high-level customer service skills, professional etiquette and service excellence, provides telephone screening for individuals who utilize SCS Access.
• Determines client eligibility for services and verifies insurance coverage or provides information on sliding scale options when applicable.
• Obtains all information effectively and efficiently (i.e., demographic, and clinical information) and records accurately documentation in the electronic database.
• Demonstrates knowledge and competency in effective triage and intervention, ensuring that appropriate referrals are provided, and follow-up is made to verify that connection.
• Effective routes/ transitions to CIC/Crisis team and/or identified program needs as appropriate.
• Promotes a departmental culture of cooperation and collaboration with other Seven Counties Services departments, community agencies, hospitals, mental health consumers, and the public at large.
• Ensures compliance with all defined organization and Access standards.
• Adheres to all department and organization requirements as defined. (i.e.- completes annual trainings, attends team meetings, in-service training, and other quality assurance training, etc.)
• Performs other duties as assigned.
EDUCATION
• High School Diploma/ GED required.
• Bachelor’s degree in Psychology, Social Services, Human Behavior Services or a related field of study preferred.
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EXPERIENCE
• One (1) year of experience in a health care customer service or call center setting with bachelor’s degree (or) Three years (3) years of health care customer service or call center setting with High School Diploma/GED required.
• High volume call center experience preferred.
• Crisis counseling experience preferred.
• Customer Relationship Software (CRM); Microsoft 365/Teams/Cloud based software phone system (Example: Zoom Phone Now); Electronic Health Record (preferably Netsmart myAvatar) preferred.
• Proficiency in word processing/data entry skills, general computer knowledge and associated skills are required.
• Highly effective listening, retention, communication, and relay of essential information skills in a supportive, responsive, client and service focused environment are essential.
REQUIREMENTS
• Reliable, high speed internet connection. In circumstances in which the high-speed internet fails, working onsite is required.
COMPANY OR PERSONAL VEHICLE USAGE: No
PHYSICAL DEMANDS
• Position has no unusual physical demands.
• May involve modestly unpleasant situations such as offensive language from callers.
Time Type: Full time