Engagement Specialist

To provide efficient, effective, customer friendly support and intake services for the agency. The Engagement Specialist conducts telephonic, written, and face-to-face engagement services to boost program participation for individuals seeking or receiving services at this agency. The Engagement Specialist assists clients in removing barriers to treatment, motivates clients to engage in services and supports them throughout this process.

Multiple offices locations are supported by this position, as well as evening coverage when necessary. Administrative support is an important part of this assignment. Receiving and working with clients in a professional, caring manner is the most important component of this job.

External contact with client due to the nature of the agency mission is important. A variety of records, reports and computer-generated reports are necessary.

Typing, telephones, money collection and receipts, handling insurance and billing information, follow up and updates are important tasks in this position. This position will be the first contact with the client to determine services they qualify for or are interested in. In addition, this position requires that the individual meets face to face or via phone with clients prior to their assessments to complete necessary paperwork. Work is assigned by the Operations Manager and requires the ability to manage a variety of tasks and assignments at one time.

Contacts include agency personnel, clients, visitors, and a variety of Federal, State, and local officials.

All job responsibilities with be in alignment with value- based health/payment. It is the responsibility of this position to know and understand the specific implications of VBH/VBP on day-to-day duties on the job.

Dimension of Job:

The main objective is to ensure the smooth operation of the office to include telephones, appointments, typing and checking in and engaging clients and assisting them in a professional, respectful, and confidential manner.

Essential Job Duties and Responsibilities: (Additional duties may be assigned)

• Provide effective, efficient support services for the agency.
• Provide receptionist services in a professional, courteous, confidential manner.
• Directly and actively engage and support the individual via the initial phone contact or through the open intake process.
• Handle of variety of administrative tasks such as typing, telephones, agency inventory, billing activities such as collecting insurance cards and co-pays, and interface, with inside and outside contacts.
• Complete semi-annual agency inventory in conjunction with IT department.
• Work with and be efficient in operation of office equipment.
• ALWAYS maintain confidentiality of agency business, clients, records and reports as specified in HIPAA and 42CFR regulations.
• Perform duties as assigned by agency leadership.

Supervisory Responsibilities:

This position does not have any supervisory responsibilities.

Education and Experience:

• Completion of secretarial/computer courses or equivalent experience.
• Demonstrated secretarial skills, including telephone and reception skills.
• Ability to engage and facilitate the positive involvement of individuals in services.
• Ability to work in complex environment with poise and confidentiality.

Special Requirements:

• Drivers License.
• Travel is required between other office locations.

Equipment, Machines and Software Used:

Ability to operate various office equipment including computer, typewriter, printer, telephone, fax machine, photocopier, scanner, and calculator.

Computer Software: Microsoft Office to include Word, PowerPoint, Outlook, and Excel.

Knowledge, Skills, and Abilities:

• Strong analytical, critical thinking and decision-making skills.
• Ability to work effectively with a wide range of constituencies in a diverse community.
• Excellence in interpersonal and communication skills, including writing and making effective presentations to internal and external top management officials.
• Computer proficiency including word processing, data entry, spreadsheets, and generating reports using standard software applications.
• Ability to respond to questions from groups of department heads, managers, and members.
• Skill in planning and scheduling to establish deadlines and ensure the timely completion of several independent tasks and short-term projects.
• Strong organizational skills including the ability to manage multiple projects and details simultaneously.
• Ability to analyze and solve complex problems.
• Ability to gather data, compile information, and prepare reports.

Physical and Mental Requirements:

• Ability to physically complete responsibilities, and duties identified above.
• Ability to exert up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Close mental attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.

Environmental Conditions:

Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.