CCBHC Client Engagement Advocate

Santa Fe Recovery Center, Inc•Santa Fe, NM

About The Position

SUMMARY: The Client Engagement Advocate (CEA), reporting to the Director of Client Engagement and Experience, performs a vital role in our organization's admissions process. CEAs are responsible for ensuring a smooth transition from initial contact to the beginning of treatment for clients seeking our services. They will engage with clients, collect essential information, verify insurance benefits, and facilitate the warm hand-off to Admissions Advocates, Recovery Advocates (peers) and Case Managers. CEAs are critical in providing a positive first impression and facilitating the intake process for individuals seeking treatment.

Requirements

Excellent customer service skills.
Detail-oriented and organized.
Computer literate, including advanced knowledge of Excel and experience with EHR & CRM systems.
Works well with diverse populations.
Must attend all Mandatory Staff Meetings and/or workshops as required.
Associate's degree or equivalent experience in detox and rehab facility, social services, or related Human Services field.
Familiarity with other community-based organizations.
Must have and maintain a valid New Mexico driver's license, insurance, and a clean driving record.

Nice To Haves

Bi-lingual/bi-cultural (Spanish/English) preferred.

Responsibilities

Receive incoming calls and walk-in clients
Provides a warm welcome to clients, ensuring their understanding of the agency and next steps
Gather comprehensive client information, including demographics, insurance details, COVID vaccination status, drug of choice, level of urgency, motivation for treatment, and preferred treatment type (e.g., detox, residential, outpatient).
Consistently utilize the triage screener to collect standardized data and ensure accurate service provision.
Perform Verification of Benefits to verify client insurance coverage and benefits eligibility.
Enter all collected client data directly into the Customer Relationship Management (CRM) system and Electronic Health Records (EHR) promptly.
Conduct warm hand-offs to Admissions Advocates via phone, ensuring all necessary information is relayed accurately.
Direct clients who present as face-to-face walk-ins directly to Admissions Advocates or Peers.
Work with Admissions Manager and Admissions team to make appropriate referrals when patient is seeking services not offered by SFRC.
Responsible for generating quarterly reports on treatment inquiries and demographic information.
Responsible for conducting follow-up surveys with clients at admission and at various intervals up to 6 months after discharge from services. May contact the client and designated family members when permission has been given.
Responsible for staying in touch with clients currently enrolled in services at SFRC CCBHC which may include appointment reminders, surveys or simple check-ins.
Assists discharged clients in the recovery process as necessary, by referring them to the appropriate individuals in the admission team during follow-up calls.
Communicates in a calm, respectful, and professional manner with all clients.
Maintains ethical and confidentiality rules and regulations in accordance with SFRC policies and procedures and HIPAA and 42CFR Part 2.
Participates in gathering data for other purposes including grants, as required.
Processes client records requests, interfacing with clinical staff for authorization.
Completes all other related tasks as assigned.