Specialist, HelpLine

Responsibilities

• Provide tobacco cessation services to patients referred by the designated federally qualified health center.
• Answer Quitline incoming calls related to those who are seeking assistance in stopping tobacco use – providing reactive and proactive counseling.
• Complete and maintain documentation in the database for each call – logging message left on voicemail, performing counseling and follow ups on designated calls as appropriate.
• Provide information or guidance on all questions regarding tobacco cessation via Quitline technology (telephone, chat, text, email).
• Participate in course and become certified as a tobacco treatment specialist; maintain CEU requirement for certification.
• Follow Quitline protocol on all responses.
• Specialized protocol developed for “onsite” services. Assure all information is collected and entered into the database.
• Participate as a member of the resource evaluation committee to assure continual updating of resources.
• Be familiar with current smoking cessation and tobacco intervention techniques for the purpose of counseling.
• Understand and implement protocols for dealing with special groups or projects.
• Be familiar with all issues concerning tobacco prevention and environmental issues.
• Coordinate and implement mission related activities.
• Coordinate, implement and monitor deliverables.
• Complete reports as assigned.
• Staff committees and work groups as assigned.
• Continually seek innovative ALA growth

Qualifications

• Certification as an addiction counselor and/or experience in counseling, community health education or social work is preferred with a minimum of (3) years proven experience.
• Previous experience with tobacco cessation or health behavior change, preferred.
• Ability to communicate effectively face to face, on the telephone and online via chat and demonstrate good customer service.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Ability to handle a “call center” environments; manage large amounts of inbound and outbound calls in a timely manner.
• Ability to work a flexible schedule - training daytime hours of 8:30 am – 4 pm – weekdays.
• Formal schedule will be set based on designated clinic hours at the Heartland Alliance Health Northside location.

Skills

• Analytical decision making
• Customer resource knowledge
• Organizing and coordinating
• Position-specific expertise
• Interpersonal understanding
• Teamwork/internal partnership
• Individual accountability
• Initiative
• Versatility
• Self-management

Benefits

• Paid Leave - 10 vacation days in the first year (15 days thereafter), 2 personal days and 15 sick days per year, as well as 12 company-paid holidays per year.
• Insurance - Employees (and their eligible dependents) can enroll in our medical, dental, and vision plans, as well as voluntary plans for critical illness, accident, hospital indemnity, short-term disability and supplemental life/AD&D insurance.
• Retirement Plan - Eligible employees can participate in our 401(k) Defined Contribution Retirement Plan, which offers matching employer contributions (up to 4%) and year-end discretionary non-elective contributions.

Pay

$50,000 - $56,000 per annum

Schedule

Training daytime hours of 8:30 am – 4 pm – weekdays. Formal schedule will be set based on designated clinic hours at the Heartland Alliance Health Northside location.