Part Time Digital Intake Coordinator

Community Medical Services•Phoenix, AZ

3d•Hybrid

About The Position

Community Medical Services (CMS) is hiring a Digital Engagement & Intake Coordinator. This role will report to our VP of Marketing and is a key access point for individuals seeking substance use disorder treatment, with a primary focus on responding in real time to inbound website chat inquiries from prospective and current clients. These requests will include assisting with transportation issues, information regarding doing an intake for medication-assisted treatment, appointment scheduling, intake eligibility, screening, outreach, and general inquiries. This person will also make outbound calls to lapsed clients to support re-engagement and continuity of care. This position is ideal for someone who thrives in a fast-paced, real-time communication environment, is comfortable multitasking across chat and phone platforms, and is motivated by helping people take the first step toward recovery. As part of our mission to help individuals recover from substance use disorders, you’ll thrive in a supportive, engaging, and fulfilling work environment where your contributions are valued.

Requirements

Associates/Bachelor’s Degree in Behavioral Health field (Psychology, Counseling, or Social Work) OR High School Diploma or GED and one (1) year of full-time behavioral health experience
Knowledge of behavioral management, de-escalation methods, crisis intervention, and defusing techniques to prevent violent behavior harmful to self or others and the ability to apply these techniques to a client population in various levels of crisis
2+ years of experience working in a high-volume call center and/or healthcare customer service department preferred but not required
Basic to intermediate computer knowledge and strong typing skills
Sensitivity to individuals with substance use disorder
Problem solving, conflict resolution, and strong customer service skills
Passion, humility, integrity, positive attitude, mission-driven, and self-directed
Excellent verbal and written communication skills
Strong team player comfortable working in a fast-paced setting
Flexible with the ability to work in a continuously changing environment
Ability to work flexible hours including nights, weekends, and holidays

Nice To Haves

Bilingual preferred but not required

Responsibilities

Effectively manage a high volume of inbound messages in a courteous, professional and compassionate manner
Serve as the primary responder to inbound website chat requests, providing prompt, accurate, and compassionate information about CMS services
Provide information regarding medication-assisted treatment (MAT), intake eligibility, and screening
Assist with identifying the nearest appropriate CMS clinic to complete an intake, and coordination of transportation for this initial intake when required
Accurately document all chat and call interactions in accordance with CMS protocols
Able to navigate electronic medical records systems
Escalate clinical or urgent concerns to appropriate staff as needed
Maintain a supportive, non-judgmental, and professional tone across all client interactions
Make outbound calls to lapsed clients to encourage re-engagement with treatment and services