Ability to simultaneously, communicate telephonically and navigate computer based systems.Email, excel, word and phone system use is required. Excellent verbal and written communication skills.Required Knowledge, Skills and Abilities: High School Diploma: (3) years experience in a human service field, which includes (1) year working with individuals with substance abuse disorders. Must complete annual training requirements of twenty-five (25) hours per year.Īssociated Degree/ CRS: One (1) year experience in clinical or human service field, which includes working with individuals with substance abuse disorders. Minimum of an Associates Degree in a human service related field or certification as a Certified Recovery Specialist or Highschool Diploma and experience.
All other duties as assigned by the Program Director and/or the Program/Clinical Supervisor.Comply with regulations of confidentiality and ethics with all caller and client information.Coordinate and confirm level of care recommendations with Call Center Specialists.Maintain knowledge of our treatment service offerings and census per.Coordinate insurance verifications of referrals.Record screening data in health system with detail.Conduct pre-admission screenings for potential admissions.Respond efficiently and accurately to callers, explaining possible solutions, ensuring that callers feel supported and valued.Follow communication scripts ensuring confidence and competency with them.Maintain the highest level of customer service possible.Provide immediate call center phone coverage handling inbound calls.Work is reviewed by the Program Director and/or Call center Supervisor through an evaluation of the call centers recorded calls and required workflows.
Work is performed in accordance with established regulations, policies and procedures, but employees are expected to exercise significant initiative and independent judgment.
CALLCENTER ASSISTANT PROFESSIONAL
This position requires the delicate interaction with consumers, outside agencies and referral sources, which must be managed in a professional and courteous manner at all, times. Completing the preadmissions screening process and coordinating with Call Center Specialists to recommend appropriate level of care based on need, verifying insurance information and coordinating transportation. The following duties are most critical for this position and are not to be construed as exclusive or all-inclusive Managing all inbound calls from various sources such as managed care organizations, hospitals, clinics, courts, prisons and gatekeepers. We strive to offer an environment that provides our associates with the right balance between work and family.The Call Center Assistant functions in a multi-functional role working within the call center providing supportive counseling and assessment services and ensuring all customer service objectives are well supported. Phone-related customer service a major plusįamiliarity with Microsoft Windows, Word, and Excel applications High School Diploma or GED required college degree preferred Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account itemsĬollaborate with other call center professionals to improve customer service Guide callers through troubleshooting, navigating the company site or using the products or services Take customer calls and provide accurate, satisfactory answers to their queries and concernsĭe-escalate situations involving dissatisfied customers, offering patient assistance and supportĬall clients and customers to inform them about the company’s new products, services and policies Their duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems. Your mission, like a Call Center Representative, or Call Center Agent, takes calls from customers answering questions or addressing any concerns they may have.
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