Welcome Center Specialist - Full Time

Description

SUMMARY: National Capital Treatment & Recovery, formerly Phoenix House in Arlington, VA is a nonprofit substance abuse treatment program. We are hiring a Full-Time Welcome Center Specialist. This position will respond to inquiries; obtain inquiry information, schedule and confirm assessments/appointments; follow-up on missed appointments; maintain medical record database (Welligent). The Welcome Center Specialist will provide excellent customer service to all callers seeking information regarding treatment services from NCTR programs. The primary goal is to schedule an in-person assessment with the assessment team to determine what level of care is needed to appropriately treat the patient or to refer the patient to an appropriate resource in the community in a timely, courteous and effective manner.

Schedule Currently Needed:

Monday-Friday 8am-4:30pm On-site (1 day remote allowed per week)

Pay rate: $25-$30 an hour - with an opportunity to earn more based on years of experience, degrees, and other relevant qualifications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Answer calls in a courteous, clear and empathetic manner. Return any missed calls in a timely manner.

· Provide callers with up-to-date information regarding NCTR programing offerings and locations.

· Complete telephone initial screening questionnaire in compliance with DCF requirements to identify potential services. 

· Schedule assessments with the appropriate assessment team member and populate the information on the assessment calendar. Follow-up on missed appointments.

· If caller is not appropriate for NCTR programming, refer to a treatment provider resource within our community following Regional Directors parameters.

· Maintain accurate and timely documentation in Welligent and be able to report on all calls coming into the call center.

· Make no fewer than three follow-up calls to any callers who are appropriate for our services but did not schedule an assessment on the first incoming call. Note details of all follow-up calls in Welligent and or approved documentation methods.

· Establish and maintain effective relationships with referral sources, insurance providers, community agencies, and internal partners to effectively facilitate initial assessments and access to patient services.

· Attends and participates in team meetings in accordance with position and program needs.

· Work in and foster a team environment with internal and external partners.

· Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment

· Maintain ethical standards and continued professional growth, including 

· Abide by program and NCTR policies and procedures 

· Ensure all CARF standards are instituted and maintained

· Promote, in public and private contacts, the quality standards and ethical practices of NCTR staff

· Continue professional growth by attending workshops, trainings and staff in-service trainings to increase skill and knowledge and to set appropriate example for staff

· Maintain current certifications as required

· Performs other duties as assigned

QUALIFICATIONS:

• Excellent verbal and written communication skills. Ability to communicate effectively, verbally and in written form, and interact with staff, patients, funding agencies, insurance agencies and contractors.
• Excellent interpersonal skills and ability to work effectively on a team in a  high-pressure environment
• Ability to instill and maintain a strong customer service environment and a sense of professionalism within a stressful environment
• Ability to work effectively in a fast-paced environment
• Ability to establish and consistently enforce appropriate boundaries with patients and callers
• Excellent organizational skills
• Ability to comply with state and federal regulations regarding confidentiality
• Ability to maintain appropriate boundaries with patients
• Possess a thorough knowledge of various treatment methods and experience working with diverse populations. 
• Strong computer aptitude, including, but not limited to use of email, HRIS timekeeping, documenting in an Electronic Medical Record (EMR)

EDUCATION/EXPERIENCE:

• High School diploma or equivalent; some college preferred
• Two years of experience providing customer service in in a telephonic or in-person environment
• Phone crisis management experience preferred
• Experience in the substance use field preferred

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities. In the course of performing this job, one typically spends time sitting, walking, climbing stairs, standing, carrying, lifting up to 15 pounds, listening, speaking, typing, reading, and writing.

WORK ENVIRONMENT:

This is a hybrid position. This position works in a congregate care environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities. Employees may be exposed to infectious diseases/illness. Appropriate preventive measures should be taken, including being up to date with vaccinations and practicing good infection control protocols. 

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties, as necessary.

NCTR is an Equal Opportunity Employer

Salary : $25 - $30