Job Details

Job Description:

Hours: Monday - Thursday, 9am - 2 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.

• High School Diploma/ GED required.

• Bachelor's degree in Psychology, Social Services, Human Behavior Services or a related field of study preferred.

• 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.

• Reliable, high speed internet connection. In circumstances in which the high-speed internet fails, working onsite is required.

• Position has no unusual physical demands.

• May involve modestly unpleasant situations such as offensive language from callers.