Call Center

Hickory Recovery•Indianapolis, IN

4d•$18

About The Position

The Call Center Representative is an integral member of the Admissions team, functioning as the primary point of contact for prospective clients and referral partners. Under the immediate supervision of the Director of Admissions, the Call Center Representative will work to ensure the appropriate and timely conversion of direct inbound calls, emails, and other electronic referrals from outside providers. You'll work closely with other departments including Marketing, Medical & Clinical, and Utilization Review. Extensive contact via phone and email are daily expectations in a fast-paced environment assisting those seeking addictions treatment in a residential setting. Casual work attire and shift differentials are available for some positions.

Requirements

High School diploma or equivalency required.
An ability to learn quickly, multi-task, and utilize effective communication skills.
Positive demeanor and clear understanding of professional boundaries with clients.
Ability to follow directives explicitly. Intrinsic motivation, client-driven service disposition, excellent time management skills, team approach, and basic computer skills.
Dependability and punctuality are essential to this role.

Responsibilities

Maintain adherence to HIPAA compliance in ALL communication regarding clients in treatment.
Consistent, daily, engagement with clients via telephone, providing service through timely and accurate application of admissions procedures.
Ability to learn and grow in understanding of alcohol/substance use disorders and treatment options.
Minimum 1 year of employment as Call Center Representative I
Not currently on any type of performance monitoring
Maintains strict confidentiality of client information and records without exception.
Clarity surrounding cultural sensitivity and professional boundaries.
Attends all staff meetings and trainings as directed by supervisor.
Review of incoming documentation to determine appropriate Level of Care
Assist with training and development of new staff, and ongoing review of their work during probationary period as directed by Manager.
Quality Review and coaching of Call Center Rep I performance
May assist in monitoring and distribution of incoming referrals.
May assist in development, testing, and implementation of new processes and procedures as directed by Manager.
Assist with arranging transportation of clients through use of State-funded services and company driver.
Additional duties as assigned by Director of Admissions.