Intake Call Center Specialist

About the role

The A&R (Intake) Call Specialist answers incoming calls, faxes, and referrals to the Access Center. Determines the needs of callers/referrals and coordinates referrals to Ridgeview’s Assessment Center or other resources to further address those needs. Documents phone triages through data entry in a computer and manually on call sheets. Coordinates with Access Center Assessment Clinicians and other hospital staff to ensure internal and external customer service needs are met.

Responsibilities

• Responds to telephone inquiries from persons seeking mental health treatment or information about mental health-related services.
• Documents calls and related information
• Stays informed of Ridgeview’s programs and services
• Utilizes and supports Ridgeview’s customer service standards with all external and internal customers
• Establishes and maintains effective communication with co-workers and hospital staff
• Establishes and maintains positive relationships with physicians, allied health professionals, and all referral sources
• Abides by Ridgeview Institute and Department policies and procedures
• Note: The essential job functions of this position are not limited to the duties listed above.

Requirements

• Education: High School Degree or equivalent preferred. BA in the mental health field or significant related work experience, preferred.
• Experience: At least one year of experience in the intake or admissions process, preferred. One year of related experience, with a knowledge of psychiatric patient care with understanding of mental illness, preferred.
• Additional Requirements: Successful completion CPR/First Aid certification and CPI training within 90 days of employment before assisting with restraining procedures. May be required to work overtime and flexible hours.

Skills

• Operate a multi-function telephone set; operate computer terminal; input data into computer programs; maintain filing systems; maintain logs and records; coordinate and schedule assessments; operate photocopier; operate FAX machine
• Proficient in using MS Office Suite, including Word, Excel, and Outlook
• Excellent interpersonal skills
• Strong organizational abilities
• Detail-oriented and exceptional time management
• Proficiency in utilizing insurance verification sites
• Strong communication skills, verbal and written
• Strong decision-making and problem-solving abilities
• Ability to work with medical office equipment like multi-line phones, computers, printers, scanners, copiers, and fax machines
• Conflict resolution and mediation
• Knowledge of Hospice Medicare Conditions of Participation and hospitals
• Adaptability and flexibility
• Team collaboration

Benefits

• 401(k) + matching
• Health insurance
• 100% company-paid life insurance coverage up to 2x your annual salary
• Vision insurance
• Dental insurance
• 100% company-paid long-term disability insurance
• Paid time off
• Paid Holidays
• Cafeteria on site
• Employee engagement events
• Employee assistance program
• Employee recognition program
• Free parking

Pay

This is a Full Time/Part Time role and the expected compensation range is $18.50 to $22.00/hour, plus shift differentials.