Call Center / Admissions Representative

Clare Foundation, Inc.•Santa Monica, CA

6d•$21 - $23•Onsite

About The Position

The Call Center / Admissions Representative serves as the first point of contact for individuals, families, and referral sources seeking substance use disorder treatment at CLARE|MATRIX. Under direct supervision, the representative provides professional phone coverage, conducts telephone screenings, coordinates intake and admissions, and helps participants understand insurance benefits. The role requires current knowledge of treatment offerings and census availability, along with timely follow-up to support successful admission. The representative documents inquiries, screenings, follow-up, and admissions activity; supports billing and file compliance; and protects participant safety, dignity, and confidentiality. The role involves collaboration with Admissions staff, colleagues, community partners, and outside agencies, as well as participation in meetings, supervision, and training. The position is primarily located in Santa Monica and may involve work in participant-accessible areas, group rooms, offices, or other program spaces. It is a fast-paced environment with regular interaction with participants who may display challenging behavior, including escalation or physical agitation. The employee may work in shared or confined spaces and use standard office equipment and a computer workstation. The position requires registration as an Alcohol and Other Drug (AOD) Counselor through a California-recognized certifying organization at the time of job offer, and continued valid, unrestricted registration or certification during employment. Within six months of registration as a RADT or equivalent, the employee must complete at least 80 educational hours toward CADC-I certification or an equivalent credential, covering the 12 required core competencies. First Aid and CPR certification must be obtained and maintained. Participant transportation may be required as needed.

Requirements

Current registration as an Alcohol and Other Drug (AOD) Counselor with a California-recognized certifying organization, such as CCAPP, CADTP, or CAADE, is required at the time of job offer; continued current, valid, unrestricted registration or certification is a condition of eligibility and continued employment.
Within six months of registration as a RADT or equivalent credential, complete a minimum of 80 educational hours toward CADC-I certification or an equivalent credential, covering the 12 required core competencies.
Obtain and maintain First Aid and CPR certification.
Meet additional requirements mandated by applicable state or local regulations governing substance use disorder treatment services.
Demonstrate organizational, verbal, written, and interpersonal skills, including accurate documentation, timely workflow management, multitasking, and effective communication with callers, participants, and staff.
Demonstrate effective computer-based and telephonic skills.
Maintain professionalism, appropriate boundaries, cultural responsiveness, and adherence to ethical standards; work effectively with people from diverse backgrounds and contribute positively to a team.
Exhibit emotional maturity, resilience, and interpersonal skills to engage respectfully and effectively with individuals in recovery and support group dynamics in a diverse treatment community.
Be able to perform the essential job functions and physical demands with or without reasonable accommodation.
Complete the required onboarding health screening and health questionnaire; complete a TB test within the stated pre-hire or post-hire timeframe and renew it annually.

Nice To Haves

Understanding of substance use disorder treatment services, levels of care, and admissions processes.
Familiarity with insurance verification and communicating insurance benefits.

Responsibilities

Provide prompt, courteous, and professional phone coverage for potential participants, families, and referral sources, and communicate CLARE|MATRIX services, levels of care, and treatment benefits.
Advise callers about the admissions process, conduct telephone screenings, coordinate intake for qualified participants, and appropriately prioritize or escalate urgent inquiries.
Complete admissions documentation and consent forms, explain program expectations, enter information accurately into the Electronic Health Record, and coordinate transitions with Admissions staff.
Follow up consistently with qualified potential participants to maintain engagement, answer questions, address barriers, and support admission to treatment.
Communicate insurance verification results and assist participants in understanding benefits, including Medi-Cal and Medicare.
Refer callers who are not appropriate for CLARE|MATRIX programs to suitable resources.
Maintain current knowledge of treatment offerings and census availability.
Meet established performance indicators and maintain expected standards for accuracy, quality, productivity, timeliness, efficiency, and procedural compliance.
Maintain accurate, timely, and complete records of inquiries, screening results, follow-up contacts, and admissions activity in accordance with organizational and confidentiality requirements.
Ensure participant files meet contractual, regulatory, and organizational requirements, including required service documentation, signatures, consents, assessments, and program forms.
Complete notes in real time or within required timeframes to support care quality, billing accuracy, and compliance.
Ensure documented services meet billing requirements and that charts include required treatment plans, progress notes, session details, and attendance.
Follow organizational policies, program guidelines, and applicable state, county, local, and federal regulations; protect participant safety, dignity, and confidentiality.
Maintain HIPAA privacy standards and appropriate professional boundaries, and follow OSHA and CAL-OSHA safety requirements.
Complete incident reports accurately and on time.
Communicate professionally and respectfully with participants and colleagues, provide timely updates, and use established reporting, documentation, and escalation channels.
Attend and participate in staff meetings, case conferences, supervision, training, and team-building activities as required.
Collaborate with staff, community partners, and outside agencies as applicable to support participant services and continuity of care.
Maintain working knowledge of and support CLARE|MATRIX’s mission, vision, philosophy, and operating principles; contribute to a positive, safe, team-oriented work environment.
Perform other job-related duties as assigned.
Obtain and maintain First Aid and CPR certification and meet additional applicable regulatory requirements.
Transport participants between program sites, partner locations, or medical services as needed.