Intake Coordinator, Contact Center

Job Summary

Intake Coordinators are empathetic, caring, and engaging professionals with strong listening and communication abilities. They understand the challenges faced by individuals with substance use disorders (SUD) in making the decision to seek help. Intake Coordinators play a crucial role in educating prospective patients and their families about available treatment options and the significance of this life-altering choice. Responsible for advocating appropriate treatment options and facilities. Acts as the primary contact for potential patients, their families, and referral sources seeking information about our treatment programs. Collects and shares information, records data through online forms and databases. They are also tasked with encouraging patients to pursue treatment by employing consultative sales techniques, which include active listening, building trust, and assessing needs to facilitate appointment scheduling.

Responsibilities

• Respond to inquiries from potential patients, their families, and support individuals to determine the most suitable treatment options for each patient and schedule their appointment(s).
• Actively listen to gain insight into the caller's personal circumstances and history of substance use while building rapport and trust.
• Demonstrate strong attention to detail skills to accurately gather, document, and evaluate information from callers while clearly explaining treatment options and services tailored to their specific needs.
• Responsible for insurance benefit and eligibility check
• Collections information and updates CRM and EHR systems accurately and completely, in a timely manner
• Exhibit strong interpersonal skills, a professional demeanor, and an understanding of the difficulties faced by individuals suffering from Substance Use Disorder (SUD).
• Identify signs of suicidal ideation and promptly implement the necessary protocols.
• Serve as a Subject Matter Expert (SME) on all available services.
• Collaborate with other departments to promote a positive experience for patients.
• Demonstrate empathy, recognition, and compassion in all interactions with callers.
• Maintain professional boundaries with callers at all times.

Qualifications

• A high school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1+ years of customer service experience working in a call center setting.
• 1+ years of experience using Microsoft Office and the ability to type a minimum of 35 wpm.
• 1+ years of experience handling multiple tasks simultaneously.
• NSC – Intake Coordinator, Contact Center Job Description Page 2
• Experience using multiple computer systems and learning new systems as needed.
• Previous healthcare customer service and/or admissions experience preferred.
• Strong active-listening and verbal-communication skills.
• Attention to detail.
• Consultative sales experience a plus.
• Experience with Salesforce a plus.
• Mission Driven (Passionate about fighting the opioid epidemic and excited to have the opportunity to play a direct role in getting patients into treatment.) a plus

Benefits

• Competitive salary
• Comprehensive benefits package including medical, dental, vision and 401(K)
• Generous paid time off accrual
• Excellent growth and development opportunities
• Satisfying and rewarding work striving to overcome the opioid epidemic

Mission

BayMark Health Services specializes in the treatment of opioid addiction. BayMark Health Services provides medication-assisted treatment services in a variety of modalities and settings through our divisions: BAART Community HealthCare, Health Care Resource Centers and MedMark Services, Inc. BayMark Health Services, also provides traditional primary health care services, as well as integrated primary care, in select locations. BayMark Health Services is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State/Federal laws.